RTWPB-II conducted a two-batch Service Quality Training and Building Customer Advocacy Program for hospital staff on August 28–29, 2025 in Roxas, Isabela.

A total of 112 hospital employees from the Health City Medical Center of Isabela, Inc. (HCMCI) participated in the training, with 63 in the first batch and 49 in the second.

Participants came from various hospital units, including clinical and administrative departments, reflecting. Interactive workshops engaged participants in aligning patient expectations with appropriate staff behaviors, reinforcing service quality concepts in an enjoyable manner, and role-playing real hospital scenarios.

The training activity seeks to enhance healthcare workers’ capacity to deliver quality service, strengthen patient interactions, and transform challenges into opportunities for building trust and loyalty. It also emphasized the value of understanding patients’ needs, applying effective service methods, and cultivating advocacy.

Atty. Winnie Joy C. Talamayan-Ferrer, Supervising Labor and Employment Officer, and Ms. Shayne Naree T. Beltran, Labor and Employment Officer III, facilitated the training.

Atty. Talamayan-Ferrer noted that the completion of the training reaffirms HCMCI’s mission to provide patient-centered care that extends beyond treatment.

“The initiative underscores the hospital’s belief that every patient experience is vital, and that compassionate service remains the cornerstone of healthcare,” Atty. Talamayan-Ferrer said.

The Service Quality Training utilizes quality management tools and techniques to develop innovative solutions to reduce errors in service. (Francis Joseph M. Reyes)