After doctor ‘shrugged off poor patient’: Capitol trains personnel on proper client handling

CEBU, Philippines - To further improve its professional services, the Cebu provincial government is now training its personnel on proper handling of clients and maintaining work ethics.

This is part of the “Service with a Heart” program of the Capitol’s Human Resource and Management Office.

Among the personnel who would benefit from the program are those working in district and provincial hospitals.

Bhobby Nacorda, human resource and management officer, said they are now working with the schedule of the series of trainings for the hospital personnel.

He noted those handling frontline services are expected to establish a courteous environment to make clients feel that they are catered well.

“Sugod pa lang daan, it should start with the greetings and smile. They should link emotionally with the patients. We are here to serve you. This is to erase the notion ba nga ‘nig abot didto, cold ang treatment,” he told reporters during the Provincial Information Office’s Kapistorya forum yesterday.

The program came amid issues concerning the “attitude problem” of the hospital personnel which surfaced recently.

Last month, a doctor at Minglanilla District Hospital reportedly shrugged off the family of a one-year-old patient after learning that it has no enough money to buy a P700 worth of medicine. Unfortunately, the child died of severe dehydration.

Poor treatment at the same hospital was also blamed for the death of two children in July and October this year.

The program aims to understand better the behavior and intention of the clients, provide excellent customer service, create a “culture of caring and understanding” and remind workers of the Capitol’s core values of honesty, ethics, accountability, responsibility, and transparency.

Meanwhile, the Provincial Health Office has formed an information and documentation team to deliver updates on the programs and activities of the office. It is also planning to create a social media platform to serve as venue for discussions between the public and the health office.

PHO Cynthia Genosolango said they expect that people would air out concerns through the platform.

“We are expecting that this would be a two-way process na. If they ask, we will give details,” she said.

She, however, said they have yet to confer with the Provincial Information Office regarding the plan. — Michael Vencynth H. Braga/NSA (FREEMAN)