Health Ministry rolls out “Patient Experience” training to improve care, compassion in hospitals

The Ministry of Health on Thursday launched a two-day Patient Experience Training Programme in Region Six (East Berbice–Corentyne) aimed at transforming how healthcare workers engage with patients – not only medically, but also emotionally and empathetically.

The initiative, which forms part of a wider Government effort to deliver world-class healthcare, focuses on equipping non-clinical staff to enhance their interactions with patients from the moment they arrive at hospitals and health centres.
Head of the Georgetown Public Hospital’s Emergency Department and National Emergency Medical Director, Dr Zulfikar Bux, explained that the training represents a shift in focus from traditional “customer service” to a broader understanding of what patients experience during their hospital visits.
“This is called a patient experience training. Generally, back in the day, it was customer service, but as healthcare has evolved, we’ve moved beyond that term. The patient experience is about what people encounter when they come to the hospital, not just the medical side, but their interactions with staff,” Dr Bux said.
He added that the training will teach staff to meet patients at the front of hospitals, guide them to the right departments, and address their concerns more compassionately and efficiently.
“Instead of patients being confused or not knowing where to go, our staff will meet them, help solve their problems, and ensure they get the care they need quickly. It is also about understanding the patient’s side of the story, having empathy for people who may be anxious, scared, or facing one of the worst moments of their lives,” Dr Bux explained.
The programme, he noted, is supported by Northwell Health, the largest hospital chain in New York, which has partnered with the Government of Guyana to provide trainers and technical assistance.
According to Dr Bux, the long-term goal is to foster a culture change across the country’s health system.
“Our ultimate goal is to have a culture change, where patients are understood better, communicated with better, and where their overall experience improves. We are training both non-clinical and clinical staff to manage interactions more calmly, especially when people are stressed. Communication is key.”
In Region Six, 33 participants were selected to undergo training. They will be stationed across the New Amsterdam, Port Mourant, Skeldon, and Black Bush Hospitals and health centres starting next week.
The rollout will continue in Regions Five, Four, and Three before expanding to hinterland communities within the next year.
Speaking at the launch, Director-General of the Ministry of Health, Dr Vishwa Mahadeo, said the initiative is part of President Dr Irfaan Ali’s vision to deliver world-class healthcare across Guyana.
“This Government has spent tens of billions of dollars to improve healthcare since 2020. From a time when we had only 20 to 30 per cent of our required drugs and supplies, we are now in the high 90s. Every single health facility, whether hospital, health centre, or polyclinic, has been upgraded, with better accommodation for patients, more equipment, and improved transportation,” Dr Mahadeo said.
He highlighted that new ambulances, ATVs, and motorcycles have been distributed nationwide, while diagnostic capacity has been expanded through the installation of CT scanners and modern laboratories in several regions.
“The president’s vision is for us not to be second to anyone in the world. We have invested in infrastructure, equipment, and drugs, but the human factor is equally important. That’s why this training is so crucial,” Dr Mahadeo stressed.

The human side of healthcare
Dr Mahadeo reminded participants that they will be the “face of the Ministry of Health”, often the first and last people a patient interacts with.
“You will be the face of the Government in the hospital. When patients leave, they might not remember the doctor or nurse, but they will remember you, how you treated them, and whether you showed care and kindness,” he told them.
He also urged participants to take advantage of the Government’s ongoing education initiatives, including World Bank-sponsored scholarships and distance learning opportunities, to advance their qualifications.
“You have pathways to move up. Don’t stop here. The opportunities are endless. You can study from home now – even up to a master’s or PhD. Take advantage of it,” Dr Mahadeo encouraged. “
The two-day training in Region Six is the first of several to be conducted across the country, as the Health Ministry works to ensure that compassion, respect, and communication become integral parts of every patient’s hospital experience.