A major new initiative at the Instituto Mexicano del Seguro Social (IMSS) in Jalisco seeks to vastly improve relations between staff at the health care institution’s facilities and the general public.
Staff and doctors at all levels will receive at least 14 hours’ training in customer interaction, in a program known as ”Ser IMSS. De buenas es mejor.”
Jalisco IMSS delegate Marcelo Castillero Manzano says most patients go away satisfied with the medical treatment they receive but may harbor a negative view of the institution if they perceive they have been treated rudely on a personal level.