HO TEACHING HOSPITAL’S THEME

FOR 2020
ORGANIZATIONAL PHILOSOPHY OF
HO TEACHING HOSPITAL
 VISION
• The Premium in Innovative
Tertiary Healthcare,
Medical Education and
Research
 MISSION
• Ho Teaching Hospital in collaboration
with the relevant stakeholders, exists to
provide Quality Health Services,
Medical Education and Research by
committed and dedicated staff,
exceeding the expectations of Clients
 HO TEACHING HOSPITAL CORE VALUES

• We are obliged and willing to give our time

and energy in providing quality health service
COMMITMENT exceeding the expectations of the clients and
the organization.

• We are responsible for the prudent

ACCOUNTABILITY management of resources committed to us
for the achievement of our vision and mission

• We are bound emotionally and

DEDICATION zealously to provide quality health
care to our clients

• We demonstrate fairness, honesty and

INTEGRITY truthfulness towards clients and colleagues to
achieve corporate goals
 HO TEACHING HOSPITAL CORE VALUES

• We perform our duties with skill and

PROFESSIONALISM competence, and communicate well with
our clients and colleagues

• We regularly introduce new ideas

INNOVATION and technology in providing quality
healthcare

TEAMWORK • We work together to achieve more

• We emphasize safe care in order to

SAFE CARE save life
 GOALS
Provide Quality Health Care to all Clients

Offer undergraduate and Postgraduate Medical Education

including In-Service Trainings

Ensure sustainable Investment in Health Systems Research

Strengthen stakeholder collaboration in enhancing Health

Service Delivery

Strengthen good corporate Governance and

Management Systems
 “CARING FOR EVERYONE,
LEARNING FROM EVERYONE”
 “CARING FOR EVERYONE,
LEARNING FROM EVERYONE”

• It is obvious that for every episode of Care delivered

to clients visiting Ho Teaching Hospital, there are
lessons to be learnt from the services provided.
• Every encounter with a Client leaves a footstep to be
traced.
• When these footsteps are appropriately traced, they
unravel exactly how the Clients want to be treated.
• It also explains how well or how badly we cared for
them.
 “CARING FOR EVERYONE,
LEARNING FROM EVERYONE”

• Some of these footsteps may be as a result

of the:
– Scars we left on the Clients due to negligence,
– Deaths that occurred due to non-
responsiveness, delays, lateness, or
absenteeism.
– Emotional trauma the Clients went through.
 What does it mean to “Care for Everyone” in
Ho Teaching Hospital?

• In Ho Teaching Hospital, we placed the Clients

above our personal needs.
• We follow local, national and international
standards of caring for Clients.
• Our caring standard does not depend on how rich,
how beautiful/handsome, Race, Location, political
affiliation, etc. of the Client
• In Caring for Everyone, Let’s bear in mind that Ho
Teaching Hospital: CARES
 CARING FOR EVERYONE,
LEARNING FROM EVERYONE
 Inform all Clients about the process and the conditions they
COMMUNICATE present and allay their fears.
EFFECTIVELY  Inform all Clients about your expectations after administering
the Standard Care we promise them.
 For all your actions in the Health Care delivery process, be
Accountable.
ACCOUNTABLE
 Take responsibility of saving the Clients’ life.
 Take responsibility of fixing the Clients’ health challenges.
• Don’t not let the Client wait for your communication or
RESPONSIVE even allow him/her to complain before responding to
their needs.

EMOTIONALLY • See the client as Yourself and do unto them

INTELLIGENT & what you will expect any health care provider
EMPATHETIC to do to you.
• Provide the expected Solution to our Clients and
SOLUTION let them experience the “AHA Moment” or the
Eureka Effect.
 What do we mean by “Learning from
Everyone”?

• Life is full of learning. It calls for sober reflection and

meditating on the day to day occurrence while we
interact with people including our clients.
• Our interaction with anybody is an opportunity for
understanding life better.
• We believe in Ho Teaching Hospital that every Client
we see leaves a footstep for us to trace to
understand him or her better.
• In practicalizing our Learning from Everyone, we
shall:
 What do we mean by “Learning from
Everyone”?

• LISTEN
– Perception has different angles that you can work
with. Clients seem to be hard to please at all times but
you have to do the first thing right which is by listening
to them. Hear what the actual problem is and work
around that. Do not just hear an issue and have it gone
from one ear to other. Make sure that you listen to the
issue that the Client is having and make an honest
effort on what happened.
 What do we mean by “Learning from
Everyone”?

• EMPATHIZE
– Try to get an understanding of what this difficulty has
caused for your Client. It carries a lot of weight if you
make them feel that the issue that happened was a
mistake and that you will do whatever it takes to make
it better again. A phrase that seems to work is that you
tell the Client that if you were in the same situation or
are in “their” shoes, that you would be upset and have
every right to be. Keep your Client calm and make sure
you have them feel at ease.
 What do we mean by “Learning from
Everyone”?

• APOLOGIZE
• An apology goes a long way when a problem has
come up. All a client wants to hear is that “you are
sorry” that the situation occurred in the first
place. This is the case 9 out of 10 times from what
other critics and reviewers have seen. Make it
certain that you will do whatever it takes to fix it.
 What do we mean by “Learning from
Everyone”?

• REACT
– Decide what you will do to resolve the problem. All
employees should be empowered to make the right
decision right then and there. A Client does not want
to hear you are checking with a supervisor or manager
about something that you can solve. Keep the Client
informed during this part of the process. Explain to
them what steps you are going to take to fix the issue.
 What do we mean by “Learning from
Everyone”?

• NOW
– Take immediate action. Don’t delay your response
because every minute that wait to come up with
answer, it feels 10 times longer for your Clients. Giving
remarkable customer service comes down to solving
problems in a timely fashion. Show that you want to
make a difference for that client by taking ownership
of an issue.
 LEARNING FROM EVERYONE
 Make sure that you listen to the issue that the Client is having

LISTEN and make an honest effort on what happened.

• Do not just hear an issue and have it gone from one ear to
other.
 A phrase that seems to work is that you tell the Client that if you
EMPATHIZ were in the same situation or are in “their” shoes, you would be
upset and have every right to be.
 Keep your Client calm and make sure you have them feel at
E ease.
• All a client wants to hear is that “you are sorry” that the situation

APOLOGIZE occurred in the first place.

• Make it certain that you will do whatever it takes to fix it.

REACT
• Decide what you will do to resolve the problem. A Client does not want to hear
you checking with a supervisor or manager about something that you can solve.
• Keep the Client informed during this part of the process. Explain to them what
steps you are going to take to fix the issue.

• Take immediate action. Don’t delay your response

NOW because every minute that wait to come up with
answer, it feels 10 times longer for your Clients.
 THE DAILY LEARNING JOURNAL

• The Learning Journal helps you to be reflective

about your learning.
• This means that your learning journal should not be
a purely descriptive account of what you did etc.
but an opportunity to communicate your thinking
process:
– How and why you did what you did,
– What you now think about what you did.
– What actions you will take to change what you think
must be changed
 THE DAILY LEARNING JOURNAL

DATE TYPE OF TYPE OF INCIDENT MY INSIGHT IF I HAVE REMARKS

SERVICE/ RECORDED THE
CARE GIVEN DURING CARE MAGIC
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