KINGSTON, Jamaica. Wednesday, May 3, 2023: Minister of Health & Wellness,
Dr. the Hon. Christopher Tufton has announced the expansion of the Ministry’s
customer care response through the revision of the Compassionate Care
“The revised programme will seek to increase customer care training and situate
more customer care representatives in our primary waiting areas of our hospitals,”
the Minister said, speaking earlier today during his Sectoral presentation in
“The core mandate will be to oversee and tend to the wait experience, including
monitoring the wait environment to ensure patient inquiries are responded to
promptly and that the wait experience includes clean, sanitary surroundings,” he
Nine health facilities will form the primary focus of this component of the
programme this year: Percy Junor Hospital, Port Antonio Hospital, Annotto Bay
Hospital, May Pen General Hospital, Bustamante Hospital for Children, Mandeville
Regional Hospital, Catherine Hall Health Centre, Cambridge Health Centre, and the
May Pen Type 4 Health Centre.
“We will also improve access by patients to the complaints management system,
through the engagement of a business process outsourcing firm to manage, collate
and refer the patient experience and to ensure that there is an effective system for
tracking, recording and reporting the nature and complexity of complaints,” the
“To achieve the expansion of the customer care function in our health facilities, the
Ministry of Finance & Public Service has provided the required positions to manage
and operationalise the Compassionate Care Programme in the Regional Health
Authorities,” he added.
As such, Dr. Tufton said, more than 20 new posts have been created and the
Regions are now actively engaged in recruitment to ensure that the intended
outcome of the intervention is realised.
“Patient-centred care is the pinnacle of an effective health system and we intend
to transition our service delivery model so that we do not treat the disease but the
whole person,” he said.
The Compassionate Care team is also to begin the process of training 90 per cent
of all personnel within the island’s health facilities in effective customer service
from a public health vantage point.
“This training is to remind our clinicians about appropriate bedside manner; remind
our administrative staff about courtesies and effective customer engagement and
establish systems for our security officers in effective communication and people
management,” the Minister noted.
“We will also introduce unannounced and mystery audits of the wait experience
with health centres and hospitals being assessed on the wait experience. We
understand the need to wait for services in public health, as this happens all over
the world. However, waiting can be more pleasant. It's our mission to enhance the
wait experience this year,” Dr. Tufton said further.