Maintaining excellent customer service is among the many targets of Western Visayas Medical Center (WVMC) as an Apex Hospital in Panay. As it offers a wide range of specialized services as determined by the Department of Health (DOH), servicing thousands of clients - both inpatient and outpatient - 24 hours a day, the need to elevate their communication skills to better address the needs of patients has become a top priority of the facility under the leadership of Dr. Joseph Dean L. Nicolo, Medical Center Chief II.
WVMC invited Ms. Gerthrode Charlotte T. Mabilog, a media and communications faculty member from the Division of Professional Education, College of Arts and Sciences, University of the Philippines Visayas (UPV), as resource speaker for a three-day training for trainers from December 10-12, 2024, held at the hospital’s Heart and Lung Building. Mabilog’s training module was titled “Effective Communication: Communication that Connects.”
Mabilog presented communication realities among many organizations today, including poor customer service and its impact on healthcare; how to deal with angry, indecisive, demanding, and dissatisfied clients; faulty language use; ideal communication for healthcare professionals; and strategies to improve healthcare customer service, among others.
The 14 attendees included heads or representatives of WVMC’s six units: Medical Division (Psychiatry Department and Internal Medicine, Finance Division (Budget Office and Billing Department), Allied Health Division (Medical Social Service Department and OPD Records), Hospital Operations Division (Human Resource Management Section and Procurement Section), Nursing Service Division, and the Office of the Medical Center Chief Division (Customer Service Unit and Executive Assistant to the MCC).
The three-day training for trainers gave participants the opportunity to share the many challenges they face when dealing with their clients. They were also able to demonstrate their use of some Hiligaynon words when talking to clients.
The participants are expected to cascade their learnings to their respective unit members by January 2025.