Leadership in Healthcare

Leadership in Healthcare

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Staff Newsletter

TTTThe Karen he Karen he Karen he Karen HHHHospital ospital ospital ospital NNNNews At ews At ews At ews At SSSSunrise unrise unrise unrise

CEO Hosts The Satellite Team at Her Home in Kiganjo.

The CEO Karen Hospital Dr. Betty Gikonyo on 20th October, 2018 when she hosted the Satellite Team at her

home in Kiganjo, Nyeri County.

November, 2018 26th Edition

TKH/46/DOCI/15

Contents

TKH News At Sunrise TKH News At Sunrise

2

tkhnews@karenhospital.org the_karen_hospital

@_KarenHospital The Karen Hospital

Website: www.karenhospital.org| Contacts +254710650715/ +2540710650955

CEO’s Word 3

Patient’s Appreciation 4

Satellite Clinic 5-7

News Round up 8-12

Departmental News 13

Heart to Heart Foundation 14

Spiritual Corner 15

Inside this issue

The Karen Hospital Diary

1. 1st to 30th November, 2018—

Diabetes and Prostate Cancer Awareness

Month.

2. 23rd November, 2018—Heart to Heart

Foundation Gala Dinner.

You Are Responsible For A Return Visit By The Client 3

D ear Read-ers, Wel-come to the

26th Edition of The Karen Hospi-tal News at Sun-rise.

As an institution we should take it upon ourselves to ensure that the clients we serve come back seek-ing for more ser-vices from us.

It's however very difficult to get the same customers to seek your services repeatedly and consistently. A regular customer base helps you forecast sales, target marketing, build on existing relationships by offering new products and services and, crucially, boosts sales. Plus, a happy and loyal customer tells their friends about your business and word-of-mouth is some of the most effective marketing there is. As The Karen Hospital Fraternity we are committed to ensuring that our clients return to seek services from us by: 1. Giving them something to come back for.

The most fundamental part of encouraging return sales is making sure that our service or product is up to scratch in the first place.

This extends to the experience the clients have when buying from our business - customer service should be flawless.

Make that you are attentive, friendly and helpful at all times, and that you know the products and ser-vices well to be able to explain to the customers efficiently.

2. Building a relationship with our clients.

Making a customer feel that you are paying them special, personal attention goes a long way to build-ing a relationship with them.

Say hello with a smile and have a chat if you meet them face-to-face, and try to remember their name.

If you have their contact info, send Christmas or holi-day messages at appropriate times - but don't inun-date them with mail unnecessarily at other times, which will put them off.

3. Listen.

This requires two steps: paying attention when cus-

tomers share feedback and also proactively asking

them what they think of our business and then take

the information to heart and acting on the various

issues that the clients want addressed. Whenever

they come back they should be able to tell that their

concerns were addressed.

We should note that return customers are the life-blood of any business, and thanks to social media, they have the power to be online ambassador for the organization.

A loyal customer is not only paying for our products and services but is telling others about us, too.

Taking repeat business for granted is a mistake. Cus-tomers will come and go, often disappearing with-out ever letting us know why they're not returning.

Therefore lets all protect our organization by first taking the best possible care of our clients once they are in the fold.

Wishing you all a great week ahead.

Dr. Betty Gikonyo

Chief Executive Officer, The Karen Hospital

CEO’s Corner

TKH News At Sunrise

4 Patient Appreciation Customer Care Team Shinning.

By Rose Nabiswa

TKH News At Sunrise

Lilian Mwango (right) and Ag-

nes Kariuki (Left) pose for a

photo at the A&E department.

G reat customer service takes your business to the next lev-el, and ensure your success. Your product and price can be amazing, but without making your customer feel val-

ued, you can lose out on tons of repeat business and referrals.

At The Karen Hospital our Customer service team greatly under-stand that they are the face of the organization and therefore handles clients with lots of respect and dedication and going out of their way to assist in whichever way that they can to ensure customer satisfaction.

Lilian Mwango with the help of Agnes Kariuki have been com-mended by a client who when at The Karen Hospital received devastating news but with the help of the two she was able to calm down and faced the tough situation ahead of her.

The appreciation note from the client reads;

“I was at Karen Hospital on Tue 16-Oct-18. I chatted with the friendly lady at reception, unfortu-nately I didn't catch her name. She might remember me, mzungu lady and we spoke about kids. She was probably in her 40s and we chatted, I filled in the questionnaire and she took me through to the area for a mammogram. Sadly when I was there I received a message that my very healthy dad had passed away unexpectedly.

I stood outside crying, on the phone trying to work out what the next things to do were. She came outside and hugged me and asked if I was okay.

I just wanted to say a HUGE thank you for that. She was very caring and warm and was a big help. Staff are every company's biggest asset in my opinion and if all your staff are like this wonderful lady, you are doing something very, very right.

Many thanks once again.

My warmest regards,

Claudia

5 Satellite Clinic All Staff Meeting For the TKH Branches Team Held in Kiganjo Nyeri

TKH News At Sunrise

By Rose Nabiswa

Kennedy Wandeto presenting to the teams

on the NHIF processes. The CEO sharing words of wisdom to the team and

encouraging them to always improve oneself at the

place of work professionally.

Dr. Prem presenting on Cardiac

Programme.

Ms. Wangare Demesi sharing the financial sta-

tistics to the teams on how they performed and

giving insights on areas of improvement. Eric Mbaabu clinician at Nyeri Branch enlightening the

teams on how they do it to be able to hold 8 cardiac

clinics a month and encouraged the branch managers to

adopt the style.

Awarding Session 6 Satellite Clinic

TKH News At Sunrise

By TKH Team

Thika Branch being awarded for being Most im-

proved in terms of revenue generation. Nakuru Branch being awarded for being Most im-

proved after Thika in terms of revenue generation

Nancy Mwangi Receptionist Nakuru Branch receiv-

ing an award from the CEO

Victor Mutinda Lab Technologist at

Ngong Branch receiving an award from

the CEO for a questions well answered.

Collins Maina

Nurse at Me-

ru Branch

receiving an

award from

the CEO

Alliet Wanjiru Lab

Technologist Nairo-

bi CBD Branch re-

ceiving an award

from the CEO

Paul Nzau Clinician at

Naivasha Branch re-

ceiving an award from

the CEO

7 Satellite Team Time to have the sumptuous Meal

TKH News At Sunrise

By TKH Team

Teams enjoying the sumptuous meal at the

CEO’s Residence in Kiganjo Nyeri County after

lengthy discussions and plans on how to increase

the business volume of each respective clinic.

8 News Round up To Many More Years Dr. BM.

TKH News At Sunrise

By Rose Nabiswa.

O n 20th October, 2018 Dr. BM celebrated her birthday amidst joy and celebration with the

Satellite team at her Kiganjo home in Nyeri. The birthday celebration came as a surprise

and this caught our beloved CEO off guard.

The Entire Karen Hospital fraternity express sincere gratitude for all your efforts in teach-

ing us, continued support, guidance and encouragement. Your Mentorship has given us better

understanding of what it takes to achieve greatness in life. We hope that the New Year brings you

many fantastic experiences and we look forward to continuing to do great work with you.

9 News Round-up

TKH News At Sunrise

By TKH Team

The Monthly Matrons meeting held at Karen Hospital on 26th October, 2018 under the guidance of Sr. Mar-

yanne KariukiDeliberating on current trends and issues affecting Nursing Outcomes in different hospitals.

Dr. Dan Gikonyo briefing the Board Members from PCEA Kikuyu Hospital on the process that was un-

dertaken to set up and build The Karen Hospital during the bench mark visit at the hospital.

Mr. Kenneth Muchina

treasurer of The Alli-

ance High School Old

Boys Club handing

over a momento to

Mercy Nyakio in ap-

preciation of TKH

partnering and sup-

porting the cause of

education of the

bright and needy

boys at the school

during the Alliance

Classic Run.

1o News Round up TKH Doctors Symposium on Echocardiography

TKH News At Sunrise

By TKH Team

The Karen Hospital junior

doctors being trained on

Transthoracic Echo

11 News Round Up TKH All Staff Meeting

TKH News At Sunrise

By Rose Nabiswa

Marion Kinaru giving highlights on Consultant

Clinics

Chrispin Otieno presenting on Financial Perfor-

mance.

Dr. Kiptalam presenting on Dental Services at

TKH.

CEO Dr. Betty Gikonyo addressing the staff Dr. James J. Mageria presenting on TKH ISO Tran-

sition from ISO 9001:2008 to ISO 9001:2015.

Mercy Nyakio presenting on the TKH Cardiac Pro-

gram.

Grace Eshiwani pre-

senting on The Karen

Hospital Branches.

12 News Round up

TKH News At Sunrise

By TKH Team

Sagana ward being awarded for being the best de-

partment in Customer Satisfaction Survey.

ISO Core team being awarded for the efforts that

resulted to the certification of TKH

CC being awarded as the best department Out

patient department in terms of quality services.

The laboratory department recognized as second

improved in terms of revenue collection.

TKH doctors being awarded for increased revenue

generation

Moses Kihuni being awarded for sending a Referral

to TKH who is scheduled to undergo surgery.

Hydrotherapy Department recognized as the cleanest

department.

TKH staff sharing a cake to celebrate the ISO tran-

sition

13 Departmental News Servant Leadership in Action at TKH

TKH News At Sunrise

By Rose Nabiswa

Grace Kahiga Acting HOD Biomed with part of her team.

E verybody defines leadership differently but I really like the way John C Maxwell defines leader-ship, “A leader is one who knows the way, goes the way, and shows the way.”

One sunny afternoon, The CEO Karen Hospital Dr. Betty Gikonyo on her normal daily rounds at

the hospital came across Grace Kahiga Acting HOD Biomed with her team in the new Biomed Stores in

KIREC guiding and working with her team to select any useful timber for repairs.

The CEO acknowledges that she was indeed surprised and happy with what she saw. “Grace Kahiga is

willing to dirty her hands as she leads her team practically. This indeed is servant leadership in action,”

said Dr. Betty Gikonyo. She further adds that Grace Kahiga was indeed an action oriented leader who

has indeed expressed confidence in leading the team having worked on a number of repairs at the

hospital.

Grace Kahiga told The Karen Hospital News at Sunrise that she is indeed passionate about her work

and gives it all since her team looks up to her. She further adds that this has made her gain respect

from the team and hence the ability to infuse new energies to help them perform much better.

Grace also confirms that having a dedicated and committed team has enabled her to be able to work

efficiently.

In her concluding remarks, Grace points out that good communication skills and decision-making ca-

pabilities have also played a vital role in her success of leading the team.

14 Heart to Heart Foundation Corner HEART TO HEART FOUNDATION CHARITY GALA DINNER 2018.

TKH News At Sunrise

By Rose Nabiswa

T he Heart to Heart Foundation will hold a Chari-ty Gala Dinner on Friday, 23rd November, 2018

at 7:00 pm at Villa Rosa Kempinski, Nairobi.

The foundation is a charitable organization that was

founded with a mission to control, prevent and treat

heart diseases in children in Kenya. The core objective

is to assist children from under-privileged backgrounds

suffering from heart disease. Through generous contri-

butions from individuals, organizations, schools and

corporate companies, over 400 children have been

accorded a second lease of life since its inception.

In 2017, we were able to raise Kshs. 5 million at the

Gala Dinner. This year we are targeting to raise the

bar to Kshs. 20million. In the current year, we have so

far assisted a total of 11 patients. We have also had

several teachers’ workshops, creating awareness on

heart diseases in children and adults targeting both

public and private schools.

With the growing numbers of heart related diseases ,

the demand for our free surgery has grown in large

numbers putting pressure on the limed resources at

our disposal. In the build up towards the charity gala

dinner we are requesting for your financial support

towards this worthy cause.

There are however three ways to contribute:

1. Adopt a child by taking up an individual child’s

case for Kshs. 1,500,000.00.

2. Purchase a dinner table for Kshs. 150,000 0r

buy an individual ticket of Kshs. 15,000 per

person.

3. Make a corporate contribution towards the

Heart To Heart Foundation.

We trust that we can count on your generous contri-

butions towards children who need life saving surger-

ies.

Leave a mark on a child’s heart.

15

15 Spiritual Corner

TKH News At Sunrise

God's Solution to Fear and Anxiety

D o not be anxious about anything, but in eve-rything by prayer and supplication with thanksgiving let your requests be made

known to God. And the peace of God, which surpasses all understanding, will guard your hearts and your minds in Christ Jesus. (Philippians 4:6-7)

Everyone has fears, everyone becomes anxious, and everyone experiences very stressful moments in their life.

Just because someone is a Christian does not exempt them from the stressful events or from the effects that fear and anxiety can produce in their life.

For instance, medical science has been saying for a long time that stress, fear, and anxiety are very harm-ful to the body because they destroy a person’s im-mune system.

So, the more that someone worries about things that they often cannot change, the greater will be the neg-ative effects on their life. Stressful events are more than able to take a person’s focus off of God and to place it on their difficult circumstances.

So, what we want to do is to see what God’s Word says about how a believer can actually win their bat-tle over fear and anxiety.

What does it really mean to be “anxious”?

The word “anxious” means to become troubled, un-settled, and deeply concerned about something. It

means to constantly be worrying about something that most of the time that we cannot change. It refers to the person who seems to worry about every-thing. Something happens in their life and they begin to worry about it so much that it consumes their thought life.

They cannot rest for worrying about something. It affects their sleep and their eating, and the fear of something negative that may happen begins to con-trol their life.

So, what is God’s solution to fear and anxiety

in our life?

God’s solution is simple. It is to bring our concerns to Him in prayer and He will provide His peace in our life.

These verses do not say that God will change our diffi-cult and stressful circumstances, but rather that God will provide an inner and supernatural peace that will “guard” and protect our heart and mind so that our difficult circumstances will no longer consume our life.

Pray this week:

Father, will you please help me to see how you are able to use the stressful moments of my life to draw

me closer into your supernatural peace?

Adopted from

God Life

EDITORIAL TEAM

Kezia Wangui |Dr. George Kapiyo| |Mercy Nyakio |Lucy Njagi

Grace Eshiwani| |Chrispin Otieno |Rose Nabiswa

The Chief Executive Officer, Dr. Betty Gikonyo

This is a publication of The Karen Hospital