The Sankara Nethralaya Academy, the academic arm of Sankara Nethralaya which has carved a niche for itself among Health care and Hospital Management professionals with its trailblazing courses in these subjects like MBA in Hospital & Healthcare Management, Certificate Course in Hospital financial Management and launched the ‘7th batch of weekend Certificate Course in Hospital Management (CCHM)’ a highly specialized course on 21.06.2014
This academy conducted so far 6 batches of this program, with the great success of this unique course and keep continuing the same. The list of Alumni of this particular course is 125
This unique program -7th batch was inaugurated by Mr A Mahalingam , Assistant Registrar of Sankara Nethralaya Academy and he highlighted the importance of training in healthcare management. Healthcare industry is the booming sector and demands of trained personals are needed in each section of healthcare field.
The course is designed to increase the overall understanding of management issues and concepts by mid-level and senior mangers to help them make well–informed decisions. It will also improve leadership quality and equip them with effective team building techniques.
The course draws from the rich, real-time experiences of Sankara Nethralaya in hospital management and the latest managerial techniques from the subject experts and aims to prepare individuals in supervisory or managerial positions in the health care industry to become more effective in their work.
Prof S Ramani Principal of Sankara Nethralaya Academy welcomed the participants and he highlighted the services of Sankara Nethralaya with an Insight (A Passion for Compassion), the story of how SN came to be, and how it has grown over the years
30 healthcare team members consists of Medical Professionals, Management Directors, Heads of Dept in healthcare were registered for this 12 weekend program from various cities in our country.
The First week session is on Customer services and it was handled by Professor Murali Subramanian who is the expert in this area and healthcare management faculty
The session was a very lively and interactive session and most of the participants contributed to the content of the session with their comments and personal experiences in their sphere of work.
The concept of customer service profit chain and the benefits that would accrue to the organization when excellent customer care is rendered on were highlighted. Referrals, Positive word of mouth, standing apart from the competition and increase in revenues were discussed.
Videos were shown on handling different types of customers such as an
• Angry customer
• Impatient customer
• Passive customer
Further a couple of short videos on bad customer service was screened and the participants were asked to comment on the deficiencies that they observed on the delivery of service. The golden rules of customer service were discussed. It was felt by all the participants that given the intensity of the competition prevailing in the health care sector, in addition to quality of care, the service levels are very important to drive patient footfalls and if there are inadequacies in this area it will clearly reflect on the growth of hospital.
All the participants were very happy with the quality of the presentation. The facilitator of the session that day asked the participants about their impressions on the session as they were his customers. All the participants gave an excellent feedback on the session and opined that they were delighted customers at the end of the session.
The Program coordinator for CCHM Course and Assistant Registrar of the Sankara Nethralaya Academy Mr A Mahalingam take this opportunity to wish the participants for their cooperation and successful completion of the session and he also announced that the next session will be on Supervisory skills for Managers by Learning & Development Consultant and Leadership Coach at Success Strategists Col Sanath Gopinath on 28.06.2014