GPH Care Plus – Customer Service & Patient Experience Masterclass

“Every Interaction Matters”

Patients do not experience a healthcare institution only through the clinical treatment they receive. Their experience begins from the moment they approach the facility and continues through registration, waiting, consultation, investigations, pharmacy, payment, admission, discharge and every interaction in between.

A single encounter, whether at the entrance, reception, ward, laboratory, pharmacy, consulting room or over the telephone—can significantly influence how a patient perceives the entire institution.

The Customer Service & Patient Experience Masterclass – “Every Interaction Matters” is a practical and highly interactive Continuing Professional Development course designed to strengthen the service culture, communication skills and patient-centred behaviours of personnel across the Ghana Police Health Service.

The course explores what excellent customer service means within the unique context of healthcare, where clients may be sick, anxious, distressed, impatient or uncertain. Participants will learn practical approaches to professional communication, empathy, managing expectations and delays, responding to complaints, de-escalating difficult encounters, protecting confidentiality and recovering effectively when service falls below expectations.

Facilitated by highly qualified, skilled and experienced resource persons, the masterclass will combine expert presentations with practical scenarios, facilitated discussions, demonstrations, role-play and reflection on real-life healthcare interactions.

The central message is simple:

Every interaction creates an impression. Every impression contributes to the patient experience. And every member of staff has a role in shaping that experience.

WHY YOU SHOULD ATTEND

Excellent healthcare is not defined by clinical competence alone.

A patient may receive technically excellent treatment and still leave dissatisfied because nobody explained a delay, a staff member spoke disrespectfully, an enquiry was handled poorly, confidentiality was compromised, or the patient simply felt that nobody cared.

Conversely, professionalism, empathy, clear communication and appropriate service recovery can build confidence even when circumstances are difficult.

This masterclass will equip you with practical skills to communicate more effectively, manage challenging interactions confidently, respond appropriately to complaints and improve the experience of patients, relatives, visitors and colleagues.

The programme is relevant not only to frontline clinical personnel. If your work brings you into contact with patients or influences how services are delivered, you contribute to the reputation of the institution.

This is an opportunity to examine everyday service behaviours, challenge practices that may have become normal over time, and develop practical ways of delivering the standard of service that patients and the public should expect from the Ghana Police Health Service.

COURSE CONTENT / TOPICS

1. Understanding Customer Service in Healthcare

2. Understanding the Patient Journey

3. Courtesy, Dignity, Empathy and Professionalism

4. Effective Communication

5. Managing Expectations and Delays

6. Managing Difficult and Emotional Interactions

7. Complaints and Service Recovery

8. Confidentiality, Discretion and Professional Boundaries

9. Personal Responsibility for Patient Experience

10. From Individual Interactions to Institutional Reputation

EVENT HIGHLIGHTS

Participants can expect an engaging and practical professional development experience featuring:

i. Expert-led CPD training facilitated by highly qualified and experienced resource persons

ii. A strong focus on real-life healthcare customer service situations

iii. Interactive scenarios, demonstrations and role-play

iv. Practical techniques for communicating with angry, anxious or distressed patients and relatives

v. Hands-on approaches to complaint management, de-escalation and service recovery

vi. Examination of the complete patient journey and critical service touchpoints

vii. Opportunities to reflect on existing service practices and identify areas for improvement

viii. Practical strategies that can be immediately applied in the workplace

ix. Interaction and experience-sharing among personnel from different professional and staff categories

x. Hybrid participation for the designated target audience

xi. Independent CPD accreditation for eligible participants who successfully meet the applicable course requirements

xii. Certificate of participation/completion, subject to the prescribed requirements

xiii. Authorised access through the CES learning platform

PARTICIPANT CONSENT AND DATA PRIVACY NOTICE

By registering for Clinical Leadership & Healthcare Management for Unit and Department Heads, you consent to participate in this training hosted by Continuous Education Services (CES) on behalf of the Ghana Police Service and the Ghana Police Hospital.

Your registration will provide CES with the information necessary to administer the training, manage participation and facilitate the award of applicable CPD points through the relevant professional regulatory body, including the Medical and Dental Council (MDC), Allied Health Professions Council (AHPC), Pharmacy Council (PC), and Nursing and Midwifery Council (NMC), as applicable to the participant's professional category.

CES is committed to safeguarding your personal information. Your personal data will not be disclosed to unrelated third parties and will only be shared with the relevant professional regulatory body, where necessary, for the legitimate purpose of verifying participation and facilitating the award of CPD points earned through this training.

Participation in the training is voluntary, and participants may discontinue their participation at any time. However, participants who do not satisfy the prescribed participation, assessment or completion requirements may not qualify for the applicable CPD points or certificate.

All participant information will be handled with appropriate confidentiality and used only for purposes connected with the administration, accreditation, evaluation and documentation of this training.

ORGANIZED BY

IN COLLABORATION WITH

Programme: GPH Care Plus – Staff Training & Culture Transformation Programme

Organised By: Ghana Police Hospital @50 Planning Committee
In Collaboration With: Ghana Police Hospital Quality Assurance Committee and University of Ghana Business School - UGMC
Date: Thu, the 8th October 2026

Time: 9000 GMT (9:00pm Local Time) 

Delivery: Hybrid – In-Person and Online Learning
Target Audience: Heads of Departments and Units, facility/clinic heads and representatives, supervisors, team leads, and selected personnel with current or emerging leadership and management responsibilities within the Ghana Police Health Service.

The agenda is available for download in the downloads section.