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HEALTH
AiKEN Institute was engaged by the International Maritime Hospital (IMAH), a 132-bed State-of-the-Art Hospital located in a quiet but upper-class neighbourhood in Tema, one of Ghana’s popular commercial centers and host of Ghana’s biggest sea Port. IMAH is a relatively new hospital given that it started operations about four years ago. IMAH has an array of top of the range medical equipment and can probably be counted as one of the few hospitals in Ghana with access to such sophisticated medical equipment. In addition to the equipment, IMAH operate from a brand-new building that was constructed about 5 years ago with exquisite ambience both internally and externally. IMAH offers the following services:
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The training took place at the conference room of IMAH from the 16th to the 18th of June 2021, with 50 participants drawn from all the different cadre of staff in the hospital. The course was facilitated by Dr. Gordon Abekah-Nkrumah, an experienced academic with outstanding industry experience. The training methodology included delivery of lectures, case discussion and presentation and participants discussions and simulations
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Dr. Abekah-Nkrumah, during the training, emphasised the fact that a hospital is indeed a guest house, with the only difference being that it host guests who are not well (i.e. they may be sick). Thus, it is important that patients are treated as guest and not as people at the mercy of healthcare providers. Additionally, Dr. Abekah-Nkrumah retreated the fact that excellent patient experience is not just the function of providers’ attitudes towards patients but also the setting of the care as well as the strength of the care systems. To him all the three are equally important in ensuring that patients receive the best of care. Finally, he argued that excellent patient care is a strategic tool for IMAH, given that it can be the basis for gaining competitive advantage through repeated service, loyalty, and consequently better financial performance.
At the end of the training programme, a short presentation ceremony was organised, with the CEO of IMAH present to issue certificates of participation to participants. The CEO, Dr. Sylvester Yaw Oppong was full of praise for AiKEN institute and especially Dr. Abekah-Nkrumah, the facilitator of the training programme, not only for the content but also his mastery of issues in the industry and how he combined experience and content to address challenges that will inure to the benefit of IMAH.
The CEO charged participants to utilise the knowledge acquired to improve service delivery at the hospital and thereby increase patient loyalty and competitive advantage of the hospital. Dr. Abekah-Nkrumah also challenged the participants of the importance of putting their newly acquired knowledge to the service of their patients, since that was the only way to ensure that the hospital endear itself to its clients and make them loyal customers.
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The facilitator, Dr. Abekah-Nkrumah will pay the hospital a follow-up visit to assess the extent to which participants are applying the new knowledge in their day-to-day work.