WATCH: Clinic boosts customer satisfaction

Kwa-Thema – The Kwa-Thema Community Health Centre (Main Clinic) launched its ‘I serve with a smile’ campaign on Friday.

“This strategy will transform client interactions and drive business success. We will soon notice many positive changes and outcomes if we use this structure.

“This approach emphasises positivity, friendliness and personal engagement. We need to be genuine,” said sister Tshepiso Moeketsi, the centre’s head.

She said clients must be greeted with a smile when they enter the clinic.

“If we do that, it will help to create a connection with the patient. We must listen carefully to their needs, concerns and feedback without interrupting them. That will build trust and show we care about them. Show empathy,” she added.

Sister Kamogelo Moema said this campaign could help to reduce customer complaints.

“Empathy and compassion play a crucial role in healthcare delivery and improving staff morale,” she said.

Sister Vuyelwa Mahlangu, the centre’s quality assurance manager, explained that some complaints against the centre could be easily avoided.

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“Many complaints are not from patients in our catchment areas. That also doesn’t mean we have no real areas to work on. There is room for improvement. We all need to commit ourselves,” she said.

All the staff signed the pledge to serve with a smile. Nonhlanhla Xaba, from the district’s health department, encouraged the staff to press forward.

“There are many reasons why we might not always be able to smile. But I want you to forget the things that have passed and look forward to each day as it comes. No one can go back to the past and change anything,” she said.

The day’s events included a fun walk and an aerobics session.