South East Regional Health Authority, Jamaica

Customer service experiences set the expectation for the quality of care. Irrespective of the fact that we have highly skilled and experienced technical and administrative staff in our facilities across SERHA, if we can’t provide a consistently high- quality experience for our patients and visitors, they won’t recognize our staff for the outstanding healthcare service they provide. As a leader, I do ‘mystery shopping’– I dress down and visit the hospitals, sit down in the waiting areas/cafeteria and interact with patients and visitors to get their feedback on the service. That’s a strategy I use to get primary information, because you cannot fix what you do not know. I also visit the wards and speak with the staff because they are our asset and it’s very important that steps are taken to motivate them. I created a program, ‘You Talk, I Listen,’ to give them the opportunity not only to express their concerns but also to make recommendations for the betterment of the organization and also to help them achieve their personal goals. I have an open door policy and I am very supportive of my team.”We are faced Boiler Servicing and Maintenance El-Mech Engineers Limited is the leader in the provision of reliable boiler room solutions. For over 43 years, we have been Jamaica’s only authorized distributor of Cleaver- Brooks Boilers and related-support services. El-Mech’s team will meet all your steam requirements to ensure you receive safe and reliable boiler system solutions for optimal efficiency and long-term cost savings. You can rest assured that the system you receive from us will deliver top performance and dependability for many years of worry-free operation. We offer a variety of services and preventative maintenance options for our customers. Give us a call today! also with the challenge of attracting and retaining scarce skills; which creates a staffing gap in the technical areas. These include Intensive Care Nurses, Oncologists and Pulmonologists to name a few.” BVC: What is on the agenda for the future of SERHA? Golding: “Major redevelopment of the Spanish Town Hospital in St. Catherine over the next five years. We recognize that it has outgrown its capacity with all the housing development and increased population occurring in that parish. We will be looking at some infrastructure expansion for the Greater Portmore and St. Jago Park Health Centers, and will also be constructing a new Health Center for the Old Harbour and surrounding communities. These projects are part of the strategic plan of our parent company, the Ministry of Health & Wellness and will be funded and managed at the national level. “Other activities at the top of SERHA’s agenda: