They are in the business of healing but you need more than medicine to heal and that’s why the KHMH is getting a makeover. But the country’s largest hospital isn’t getting a new paint job or renovations. The hospital is putting all 540 of its staff members through customer service training. The first to receive training are employees from the Accident and Emergency Unit. They are the hospital’s frontline staff who deal with an average of about 2,500 patients monthly. The facilitator for the 5 day training is Debbie Ewens from “Get Real Training.” She told us what she’s teaching.
Debbie Ewens, ‘Get Real Training’
“How do I speak nice to you. How do I recognize that you are a human being? How do I give you the value and respect that you deserve. Those are the areas that we want to address here.
People are here at the hospital everyday. They come with needs and they come in pain. Sometimes it is difficult for them to articulate those needs because of the conditions in which they arrive. It is the responsibility of the hospital to decide how to deal with this individual. One of the things perhaps because the situation is chaotic when someone is ill, everyone is running someplace trying to care for this person and trying to take care of the physical pain. Sometimes we forget that it is important to care in other areas also. This training is saying this is how you care for the individual, this is how you care for their family members, this is how you prepare them to go back and function within their communities.”
The training runs for 5 days.
