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UGMC launches contact centre to enhance healthcare delivery

The University of Ghana Medical Centre (UGMC) has, as part of its measures to provide quality health care to its clients, launched an ultramodern call center to attend to the numerous clients that patronize the services of the center.

The Contact Centre, which is a unit under the UGMC Client Services Department, commenced operations on October 1, 2020 with the activation of a call centre.

The centre also recently activated the online medical appointments option on the UGMC website recording a total of 52 website appointments.

Speaking to the Chief Executive Officer of UGMC, Dr. Darius Osei, on what compelled the hospital in setting up the call centre, he said the initiative is to bring clients to provide clients with the necessary information.

“We want to have that perspective of our clients where they would need to tell us their needs and if there is some criticism that will help us to improve ourself, we are ready for that. We give them the avenue of booking an appointment and they have the rights to know the charges their care entails,” he said.

Dr. Osei added that the setting up of the centre is also a step to increase proper customer care for clients.

The Board Chair of UGMC Client Service Committee, Yvonne Ohui McCarthy, giving her remarks, said this is a step in the right direction and it will deepen the customer relationship between the centre and the client.

She said it will also erase the bad perception about the health service that has been in existence for years, hence, the need for the centre to drive on a solid path that will bring hope to customer care in the health sector.

She added that this is the first of its kind and clients should be ready for a thrilling and amazing healthcare services from the Centre.

Over the past year, call agents at the Centre have handled almost 9,000 calls from external clients. The contact centre has officially positioned itself to effectively become a full- fledged omni-channel contact centre attending to the needs of the Centre’s numerous and varied stakeholders.

About the UGMC Contact Centre

The University of Ghana Medical Centre is jointly owned by the government through the Ministry of Health and the university. It is an ultra-modern medical centre aimed at offering exceptional and world-class quaternary level health services in Ghana, West Africa and beyond.

The UGMC is dedicated to three focal areas namely Health Service Delivery, Medical Training & Simulation Centre (for pre-service and practicing professionals) and Medical and Scientific Research.

 

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