Mr Irenious Angso, the Human Resource (HR) Manager of the Hospital, who took participants through   attitude and behaviour, and time management, said for an organization to function properly, it would depend on the attitude of its staff, “the way we carry ourselves will make or unmake the Hospital.”

He charged staff of the facility to be guided by a responsible attitude and good behaviour so as to leave a good impression of themselves and the hospital on all the people they meet during work.

He said people with positive attitudes were more likely to achieve personal and professional goals and emphasized on the need for all health service professionals to put up good attitudes and behaviour. “Your attitude can either drive away clients or draw them closer,” he added.

 The HR Manager urged the personnel to manage their time well, saying many had not been able to attain their highest potentials, realize their dreams and accomplish their goals and God given purpose in life because of poor time management habits.

“Individuals who abuse and squander this precious and unique resource (time) usually sink into oblivion with their potentials untapped, dreams unrealized, set goals and purpose unachieved and they grow old or pass on with great disappointments,” Mr Angso added.

Mr Francis Wuni, who took participants through customer care, reminded them that customers were not ‘interruptions’ to their work but the very reason why they had work to do.

He said studies had shown that 96 per cent of dissatisfied patients did not complain, 63 to 91 percent dissatisfied non-complainers would not return, adding that such patients would tell nine to ten others about their negative experiences while some would tell 20 or more people.

Mr Wuni also guided staff on how to manage angry, suspicious, indecisive, the ‘know it all’ and talkative patients, and impressed on them to endeavour to listen carefully to patients especially angry ones without interrupting, so as to understand their problems.

He asked them to avoid phrases like; “I don’t know”, that’s not my job”, “I’m busy right now”, “calm down”, but to use alternative polite and friendly phrases such as “I will find out”, “let me find the right person who can help you”, “I would be with you in just a minute”, “I’m sorry” among others.

Mr Cletus Ababara, a participant in an interview with the Ghana News Agency said, the training was very timely as it reminded them that patients deserved the best of care, treatment and kind words from staff, “the knowledge will be best practiced at the Out-Patient Department of the facility because that was the entry point,” he said.

 Another participant, Mr Emmanuel Ziyaaba, called for such refresher training in the facility to constantly put them on their toes and to remind them that it was because of the patients and clients that they were in the facility.