A new training programme aimed at improving the quality of customer service across Anguilla’s health sector has officially begun.
Designed to strengthen how healthcare staff interact with patients and members of the public, it focuses on clearer communication, stronger professional skills and a more consistent standard of care.
The Ministry of Health, in collaboration with the Department of Health Services and Anguilla Community College, officially launched the ‘Health Sector Training in Customer Service Excellence’ on 2 June.
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Acting health services commissioner Malcolm Webster delivered a prayer and followed by saying that health minister Cardigan Connor is in full support of the programme.
Karim Hodge, permanent secretary in the Ministry of Health, went on to say that the health sector is one of the most vital sectors of the public service and employees play a vital role.
“Technical competence is essential, but so too are compassion, patience, clear communication, respect and a genuine willingness to service,” he said.
He said the training is “not simply about courtesy” but about dignity, trust, confidence and overall experience of care that is being delivered.
Evans McNiel Rogers, senior ministerial advisor for health, told attendees that meaningful development begins with employees and described the programme as “patient-centred”.
“It’s absolutely necessary and essential if we are to improve the quality of healthcare services and delivery in Anguilla,” he added.
Dr Michelle Queeley, dean of studies at Anguilla Community College, said the programme came about following public feedback on customer service in the healthcare sector.
She explained that over the next three months, about 150 healthcare sector employees with take part in the training. A second cohort of 130 staff members will begin the programme in January.
They will be taught how to strengthen their customer service skills, enhance professional communication and promote excellence in healthcare delivery.
Keith MacDonald, director of the School of Higher Education in Trinidad, who will also serve as a facilitator for one of the courses, then spoke to attendees over video link.
He said the training is “an unprecedented achievement”, adding that he has never seen any other healthcare institution or government undertake “such an ambitious intervention”.
Watch the launch in full courtesy of In Anguilla below:
