TMU Hospital Staff Training Programme Focused on Better Communication and Patient Care
As part of its ongoing efforts to develop the behavioural and soft skills of hospital staff, the Centre for Teaching, Learning & Development (CTLD), TMU organised the Hospital Staff Training Programme in August 2026. The session aimed to help hospital staff communicate politely, handle conversations professionally and respond better to patients and their concerns.
Training Sessions Conducted in August 2026
The training programme included two topics: Email/Phone Etiquette and Complaint Handling. The first session was conducted on 14 August 2026 by Dr. Jasmine Stephen on the topic of Email/Phone Etiquette. The session focused on the importance of clear communication, professional language, appropriate tone and polite behaviour while communicating with patients, colleagues and other stakeholders.
The training also covered email-related skills and professional telephone communication. Practical activities and role-plays helped participants understand how to communicate effectively in different workplace situations.
The session aimed to help hospital staff use appropriate language, respond professionally and maintain courtesy during daily interactions. These skills are important to create a positive experience for patients and their families.
A second session on Complaint Handling was scheduled for 22 August 2026, with Ms. Navneeta Roy as the trainer. The session formed part of the planned hospital staff development programme.
Participants Gave Highly Positive Feedback
The Email/Phone Etiquette session received 33 participant feedback responses. Participants gave high ratings to the session and appreciated the trainer's clear communication, practical examples and interactive activities.
The session received an average rating of 4.94 out of 5 for trainer communication and effectiveness. The ability to apply the learning at work also received a rating of 4.94 out of 5. Participants rated the expected improvement in patient care and service quality at 4.91 out of 5. Other areas, including the relevance of the content, clear explanation of objectives and useful learning, also received high ratings.
Recommendations for Future Training
Based on the available feedback, regular communication and behavioural training were recommended for hospital staff. Future sessions could include more role plays based on real hospital situations, refresher training on email and telephone etiquette, and advanced learning on complaint handling and conflict management.
Collecting feedback after every session was also recommended to help CTLD understand participant experiences and improve future programmes.
Conclusion
The TMU Hospital Staff Training Programme continued CTLD's efforts to promote professional behaviour, effective communication and patient-centred service. Through practical learning and interactive activities, the session helped reinforce the importance of clear communication, polite behaviour and professional interaction. CTLD continued to support the development of hospital staff through structured training and ongoing learning initiatives.
