Percy Junor Hospital Re-Launches Customer’s Charter to Empower Public

As part of its 75th anniversary celebration, the Percy Junor Hospital (PJH) in North East Manchester has re-launched its Customer’s Charter, in an effort to exceed the evolving expectations of customers and to empower the public to have a direct input in the services they receive.

The Customer’s Charter, which was first launched in June 2005, outlines the hospital’s responsibility to provide quality healthcare to all persons and provide a clean, safe and comfortable environment and well trained staff members.

It also explains the policies and procedures of the hospital, the availability of services at the hospital, the rights and responsibilities of the hospital, in addition to the rights and responsibilities of the customer. The Charter will be shared with clients who access services at the facility.

Speaking on July 2 at the re-launch ceremony on the grounds of the hospital, CEO, Carlton Nichols said: “In this revised charter, we commit to providing an efficient and courteous service on multiple platforms to all our customers, which are outlined in the Charter. These guidelines will also help us to deliver consistent service across all departments. Most importantly these standards will serve as the benchmark against which the public can measure our service delivery.”

The CEO lauded present and past staff members for their hard work and dedication, which has resulted in the hospital being recognized for its quality customer service.

He noted that in 2005, 2006 and 2015, the PJH received the Best Hospital in Jamaica award from the Public Sector Customer Service Competition, national awards for outstanding customer service in 2013 and was also recognized in 2019 by the HEART Trust National Training Agency for having 95 percent of its staff complement being trained in customer service.

Percy Junor Hospital Re-Launches Customer’s Charter to Empower Public 1
Personnel Officer at the Percy Junor Hospital, Claudia Reynolds (2nd right) presents a copy of the Customer’s Charter to Sonia Newman (2nd left), a customer of the hospital at the re-launch of the Charter. Photographed also are: CEO of the PJH, Carlton Nichols (left) and Parish Manager for the Manchester Health Services, Sandia Chambers-Ferguson.
Percy Junor Hospital Re-Launches Customer’s Charter to Empower Public 2
Customer of the PJH, Lloyd Anderson (2nd right) receives a copy of the PJH Customer’s Charter from Deputy Director of Nursing Services at PJH, Laverna Campbell (2nd left), while CEO of the hospital, Carlton Nichols (left) and Director of Operations and Maintenance at the Southern Regional Health Authority, Herschel Ismail look on.
Percy Junor Hospital Re-Launches Customer’s Charter to Empower Public 3
Operations Manager at the PJH, Sharon Pitter Hemming (2nd presents a copy of the Customer’s Charter to Donna Darlington. Participating in the handover is CEO of the hospital, Carlton Nichols (left) and Senior Medical Officer, Dr. Carlos Wilson.

The hospital’s anniversary celebration is focused on the theme, “Providing Quality Service Without Boundaries”.