Customer Experience Management
“A customer is the most important visitor on our premises.
He is not dependent on us.
We are dependent on him.
He is not an interruption in our work.
He is the purpose of it.
He is not an outsider in our business.
He is part of it.
We are not doing him a favour by serving him.
He is doing us a favour by giving us an opportunity to do so.”
- Mahatma Gandhi
The Lagos State Ministry of Health is committed to delivering qualitative, affordable, and equitable healthcare services to the citizenry, applying appropriate technology by highly motivated staff.
Program Overview
The healthcare sector is service-oriented. The experience of the patient or their family members has a direct relationship with clinical outcomes and patient expectations.
While significant investments are made in healthcare, achieving the desired return on investment requires understanding and optimizing various variables such as clinical outcomes, healthcare coverage, facility optimization, healthcare professional motivation, and public perception of service quality.
Healthcare is a profession of compassion and empathy. Patients feel this through system narratives, direct engagements, and post-care interactions.
Course Highlights
- Introduction to Customer Experience for Medical, Nursing, Pharmacy, and Dental Assistants.
- Improving Customer Experience Management for Medical Technologists, Medical Laboratory Scientists, and Therapists.
- Customer Experience Management for Nurses and Midwives.
- Customer Experience Management for Medical Practitioners.
- Customer Experience Management for Pharmacists.
All customer interactions within healthcare organizations will be reviewed through lectures, discussions, and case studies. The program incorporates various adult learning techniques to ensure practical and impactful outcomes.
