Welcoming guests and staff to the launch, the Chief Executive Officer of UGMC, Dr. Abdul-Samed Tanko, addressed the central question of who was responsible for customer service in a healthcare institution. His response was unequivocal. Customer service is not the responsibility of the Client Service Department alone, but it belongs to every member of staff. Patients and their families, he noted, sought more than treatment at the centre but also needed reassurance, respect, compassion and confidence that they were in caring hands. He emphasized that in moments of uncertainty, the way a patient is received, guided and treated can be as meaningful as the treatment itself. Dr. Tanko explained that going the extra mile did not always require extraordinary action that means doing ordinary things with extraordinary care. He encouraged staff to listen attentively, take ownership of concerns, and ensure that every patient feels seen, heard, respected, and cared for. He also commended the Client Service Department, Management and staff for their efforts to improve the UGMC Client experience, urging everyone to continue to inspire hope and promote health as stated in the Centre’s mission statement.

Head of Client Services & Public Relations Department, Madam Barbara Owusu-Hemeng, subsequently presented an overview of the celebration. She described Customer Service Week as an opportunity to reflect on the Department’s achievements, recognise exceptional staff and renew UGMC’s collective commitment to creating positive experiences for patients, guests and colleagues. She stated that between January and September 2026, the Client Services Department facilitated 244,001 appointments, and received 1,632 visitors and recorded 129 complaints. While the figures reflected the department’s workload, Madam Owusu-Hemeng emphasised that each number represented a person because behind every appointment was someone seeking care or a patient’s family looking for answers. She stressed that patient experience is shaped by every interaction across the continuum of care and challenged every staff member to ask the question: “What more can I do to make the client experience at UGMC better?” 

An exciting drama performed by staff of the various department emphasized the importance of every staff going the extra mile for clients. 

Madam Yvonne Ohui McCarthy, President & Head Consultant of the Institute of Customer Service Professionals (ICSP), Chair of the Client Service Committee at the University of Ghana Medical Centre (UGMC) and the Founder of the Ghana and Nigeria Customer Service Index (GCSI & NCSI). She delivered the keynote address and encouraged staff to make a difference through small, intentional acts of care and reminded them that no single department can create an exceptional patient experience alone. Teamwork, she said, is essential. She UGMC urged staff to make excellence and compassion daily standards so that going the extra mile becomes part of UGMC’s organisational culture. 

Goodwill messages from healthcare and customer service professionals added further perspective. Dr. Kobby Appiah Sakyi, Chief Executive Officer of Britannia Medical Centre in the healthcare facility in Tema, observed that patients may not remember every detail of their diagnosis or medication, but they will remember how they were treated. He identified empathy, keeping promises, anticipating patients’ needs and treating them like family as key elements of excellent healthcare. Describing UGMC as a national asset and standard setter, he encouraged the Centre to continue setting an example for quality healthcare service in Ghana. Mr. Christian Anozie, Head of Administration at the West African Association of Customer Service Professionals, commended UGMC Management, staff and the Customer Experience Team, for their commitment to service excellence. He described UGMC as a valued partner in advancing customer service within Ghana’s healthcare sector and encouraged staff to sustain the effort throughout the year. In her goodwill message. In her goodwill message, Dr. Ama Edwin, Head of Bioethics & Palliative Care UGMC, stated that customer care is everyone’s responsibility, regardless of role or position. She encouraged staff to show genuine care through simple actions such as smiling, listening and offering assistance, particularly when supporting distressed patients. Prof. Robert Ebo Hinson former HOD of UG Business School also ranked as Africa’s Number One Marketing Scholar for 2025 & 2026, urged staff to embrace the spirit of going the extra mile by first delivering consistently on the “normal mile.” Using the acronym MILE, he encouraged staff to Make every moment matter, take Initiative before Instruction, Lead with love and listen, and Exceed expectations Daily. He reminded them that every interaction offers an opportunity to create a moment of magic rather than misery for the patient.

The official launch was performed by representative of the Chief of Staff to the President of the Republic of Ghana, Dr. Julius Debrah, by name Dr. Chris Wetcher. In the address read on his behalf, Dr. Debrah, he described customer service in healthcare as particularly important because hospitals serve people during some of the most vulnerable moments of their lives. Drawing on the biblical instruction to go beyond what is required, he described the first mile as duty and the second as a conscious choice to show grace and exceptional care. Patients, he noted, remember the “second mile” exemplified by that nurse who offers additional comfort, the records officer who personally directs someone to the right department or the doctor who takes time to explain a diagnosis. He also reminded the audience of UGMC that the Customer Service engagement principle, “To the customer, I am UGMC,” and stressed that going the extra mile meant taking this responsibility personally. In his speech, Dr. Debrah speech identified seven dimensions of exceptional patient experience namely Accessibility, Clarity, Speed, Dignity, Fairness, Consistency and Outcome. 

A major highlight of the programme was the presentation of the 2026 Customer Service Excellence Awards, during which staff had gone the extra mile for client during the service year were recognised. The following individuals include, Ms. Georgina Dufie – Customer Service Champion, Ms. Felix Yaw Larbi – Customer Service Champion, Ms. Gideon Norvor – National Service Personnel, Customer Service Champion, Ms. Paulina Ofori – Customer Service Champion, Nana Adjei Yirenkyi – Customer Service Champion.