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Equipping Team Members to Provide World-Class Care

Amid a movement in the healthcare industry toward patient-centered care, Hamad Medical Corporation decided to invest in its team member’s abilities to connect with patients and provide top notch customer service.

Overview

Situation: A renowned non-profit medical corporation wanted to increase organizational functioning and improve climate by creating “a culture of patient-centered care and teamwork.”

Solution: HMC collaborated with Six Seconds to design and implement “At the HEART of Service,” an emotional intelligence training program for all department employees.

Results: Staff and leaders learned and utilized new ways of understanding their interactions with patients, new vocabulary for communicating with patients and with one another, and numerous practical tools for re-directing customer interactions toward the goals.

“This new era is symbolized by a culture of patient-centered care and teamwork.”

– Dr. Hanan Mohamed Al-Kuwari, HMC’s Managing Director

“Based on the delegates feedback, the Hamad team feel The HEART of Service training workshops are something ALL departments in Hamad General Hospital should go through.”

– Justine Ormandy, Director of Hospitality Training

Situation

Hamad Medical Corporation (HMC) is a non-profit medical corporation based in Doha, Qatar. It operates various hospitals and clinics throughout the country employing around 17,000 medical staff and 3,000 hospitality staff. HMC is committed to continual improvement and becoming an internationally recognized, world-class center for healthcare in the Gulf Region. In this new era with an increased focus on teamwork and patient-centered care, HMC recognized it needed to invest in its employee’s ability to deliver exceptional customer service. Justine Ormandy, Director of Hospitality Training, took responsibility to implement a process to achieve these goals.

Solution

The leadership team at HMC collaborated with Six Seconds to design a program, “At the HEART of Service,” to meet the department’s goals. Everyone in the department – Consultants, Specialists, Doctors, Nurses, Dietitians, Accountants and Administrators – attended the one-day workshops. “At the HEART of Service” provided break-though skills for multiplying customer-centered service. Through a process of experiential learning, participants increased self-awareness and developed key emotional intelligence skills in order to positively impact each interaction and achieve the HMC’s vision of delivering the highest quality care with the utmost compassion.

Results

Through these programs, the staff and leaders have begun to utilize new ways of understanding their interactions with patients, new vocabulary for communicating with patients and with one another, and numerous practical tools for re-directing customer interactions toward the goals. “I can already see this framework improving the way staff interacts with patients and with one another,” says Dr. Zirie.

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