UGMC urges staff to go extra mile in improving patient experience

The University of Ghana Medical Centre (UGMC) has called on its staff to prioritise improved patient experiences by strengthening communication and showing greater empathy towards patients and their families.

Chief Executive Officer of UGMC, Dr. Abdul-Samed Tanko, said quality healthcare should not be measured only by the medical treatment provided but also by how patients are received, treated and supported throughout their care journey.

He made the remarks on Tuesday at the launch of the 2026 Customer Service Week at the Simulation Centre of the University of Ghana Medical Centre.

The celebration, held under the theme “Going the Extra Mile,” is aimed at reinforcing the importance of excellent customer service among staff and encouraging them to exceed patients’ expectations.

Dr. Tanko acknowledged the need for continuous improvement in the way healthcare professionals communicate with patients and their relatives, stressing that effective communication is essential to building trust and confidence in the healthcare system.

He urged staff to see every interaction with a patient as an opportunity to make a positive difference, adding that professionalism, courtesy, empathy and responsiveness must remain central to service delivery at UGMC.

The CEO further encouraged staff to embrace the Customer Service Week as a reminder of their responsibility to provide compassionate and patient-centred care.

He said creating a positive patient experience requires a collective effort from all staff, regardless of their roles, and called on employees to work together to make UGMC a facility where patients feel respected, heard and valued.

Story by: Joshua Kwabena Smith and Priscilla Dodoo