Quality healthcare extends beyond clinical expertise to encompass every patient interaction. On January 28, 2026, the Somali Research and Development Institute facilitated a Customer Care Training in Hargeisa, bringing together  healthcare professionals from seven facilities—including security guards, receptionists, nurses, doctors, and managers—to address critical gaps in service delivery.

A comprehensive baseline assessment had revealed systemic challenges: most facilities lacked formal customer care training, telephone etiquette averaged just 2.8 out of 5, and patient complaints centered on unclear waiting times and pricing. Complaint handling remained largely informal despite available digital tools. These findings confirmed that while clinical capacity existed, the human dimension of care required systematic strengthening.

The half-day training employed participatory methodology, moving beyond lectures to facilitate honest dialogue across professional hierarchies. Participants identified real challenges—communication breakdowns between departments, patient anxiety from unclear waiting times, and environmental distractions—then developed facility-specific action plans addressing reception processes, interdepartmental communication, complaint handling mechanisms, and patient dignity. These plans provide practical roadmaps for measurable improvement, with PSPH intervention managers conducting follow-up visits to support implementation.