Customer Experience Upskilling for Leading Hospital in East Africa

Country: Kenya

Client Profile: The Nairobi Hospital is a non-profit organization that is leading in medical expertise and service provision, with deservedly earned recognition throughout East Africa and beyond as an advanced diagnostic, treatment and referral centre. Investment in the latest technology and medical equipment has seen the hospital establish leadership in medical procedures both in Kenya and beyond.

Problem Statement: As part of the effort to ensure patients receive the best possible experience at every touchpoint, the hospital continuously trains its staff to deliver the best care for patients and interactions with internal and external stakeholders. In this regard, we were retained to design and deliver Customer Experience (CXE)  – “patient experience” training for select staff from different departments at the hospital.

Solution: We designed and delivered an immersive, in person, CXE program for the hospital. Thoughtfully conceived and specific content, was developed to give front-line staff a deeper understanding of the impact of their performance on patient experience,

Services: scoping, developing and designing the training material.  Delivering training for the target group across the continuum of care.

Outcome: Improved awareness of individual responsibility towards the overall experience of patients, internal and external stakeholders.

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