The University of Ghana Medical Centre (UGMC) has initiated its 2026 Customer Service Week, emphasizing the importance of staff providing compassionate, respectful, and patient-centred care. Observed from October 5-9, the week-long event is themed "The Extra Mile," focusing on enhancing the culture of service excellence at the Centre. According to Dr. Abdul-Samed Tanko, CEO of UGMC, customer service is a collective responsibility, not solely the duty of the Client Services Department.
Dr. Tanko stressed that patients and their families seek more than just diagnosis and treatment; they also require reassurance, respect, compassion, and clear communication. He highlighted that every interaction between staff and patients significantly influences the overall patient experience. Dr. Tanko urged all staff members, including clinicians, nurses, and administrators, to make every interaction count and provide exceptional service.
The Chief of Staff, Dr. Julius Debrah, noted that customer service in healthcare is crucial, as patients often seek care during vulnerable moments. He emphasized that excellent service can determine whether a patient feels safe, respected, or hopeful. Dr. Debrah outlined seven dimensions of patient experience that UGMC aims to strengthen: accessibility, clarity, responsiveness, dignity, fairness, consistency, and outcomes.
Mrs. Yvonne Ohui MacCarthy, Founder of the Institute of Customer Service Professionals, highlighted that healthcare service is not just a transaction, but a lifeline for people often filled with anxiety and vulnerability. She encouraged staff to demonstrate empathy and compassion through simple acts, such as spending extra time with patients or providing clear explanations.
Mrs. Barbara Owusu-Hemeng, Head of Client Service and Public Relations at UGMC, reported that the Client Services Department had facilitated approximately 250,000 appointments and 150,000 outpatient visits from January to September 2026. She emphasized that these interactions presented opportunities for staff to demonstrate professionalism, empathy, and excellence.
The Customer Service Week includes various activities, such as educational sessions, recognition of outstanding staff, a staff pop-up sale, and a karaoke session. Mrs. Owusu-Hemeng encouraged staff to make excellent customer service a daily commitment, extending beyond the celebrations.
The launch event concluded with a renewed call for staff to embody "The Extra Mile" as a lasting culture at UGMC, ensuring that every patient leaves feeling seen, heard, respected, and cared for. Some staff members were honoured for their outstanding performance over the years, reinforcing the Centre's commitment to service excellence.
Key points
- UGMC launches 2026 Customer Service Week to enhance patient experience.
- Staff urged to provide compassionate, respectful, and patient-centred care.
- Customer service is a collective responsibility of all UGMC staff.
