Hamad Medical Corporation (HMC) recently celebrated the success of an important employee engagement program – World of Welcome (WoW) – that has seen more than 10,000 staff participating in targeted hospitality training aimed at enhancing the experience of its patients and visitors.
The celebration, held at Hamad bin Khalifa Medical City’s Club and Hotel, was attended by HMC’s Managing Director, Dr Hanan Al Kuwari, who was given a briefing about the WoW program by the senior program team.
The WoW program was developed initially in 2011 by the Hospitality Department to help raise awareness among staff about the importance of the right kind of hospital environment on improving healthcare outcomes. Over the past few years, the program has become increasingly popular and by early 2015, more than 10,000 staffs have successfully completed the WoW program, and the aim is to increase the pace of training over the coming year.
Acknowledging the importance of the program, Hamad Al Khalifa, Chief of Health Facilities Development at HMC said that research has shown that how a patient feels impacts directly on how well they heal.
Al Khalifa said:
How we interact with our patients and their families directly affects the experience they have when they come to our hospitals to seek our help.’
Since its inception, the program has made a real difference to staff interaction with patients and other visitors. The fact that over 10,000 participants have undergone the bespoke training represents a significant milestone in the Corporation’s desire to deliver the safest, most effective and compassionate care to all its patients.’
Participants are encouraged to embrace the values and standards incorporated in the WoW training. By raising awareness of the importance of collaboration and teamwork, the program delivers real benefit to staff as well as patients and their families.
In addition, Haya Al Hamad, Executive Director of Hospitality at HMC said:
The courses have been tailored to relate to our own healthcare environment and participants receive real examples, practical information and ideas that can be transferred directly to the workplace. They are practical and designed to bring out the best in any individual and this is why they have resonated so well with staff from all parts of the organisation. The more participants we have had, the greater the level of interest in the program and we are hoping to help train thousands more in the coming years.’