The Abura‑Asebu‑Kwamankese District office of the National Health Insurance Scheme (NHIS) has organised a refresher training to strengthen staff capacity and improve service delivery in line with the National Health Insurance Authority’s (NHIA) reform agenda.
The initiative supports the NHIA Chief Executive’s Three‑Point Vision and forms part of the district manager’s renewed drive to enhance leadership, compliance and customer‑service standards across NHIS operations.
Officials described the exercise— the first formal in‑service training in the district—as crucial to aligning staff skills with evolving national health‑insurance requirements and boosting public engagement.
Mr Edward Mensah, District Manager, told the Ghana News Agency that the one‑day training, held on January 29, 2026, focused on public service leadership, the NHIA Collective Agreement, and customer service and relations.
He said the goal was to equip staff with updated knowledge that would enhance operational efficiency and deepen engagement with clients.
He emphasised that effective leadership was essential to shaping organisational culture and improving public trust.
“Leadership in public service is about influence, responsibility and service to the people. When we lead with integrity, we build trust and improve the quality of service we deliver,” Mr Mensah said, adding that leadership “must be understood as a behaviour, not a title.”
On workplace structure and staff welfare, Mr Kwamena Ndzebah Ghansah, Central Regional Senior Human Resource Manager of the NHIA, described the Collective Agreement as a binding framework that promotes discipline, fairness and harmony among staff.
“The collective agreement clearly defines the rights, responsibilities and benefits of staff, and understanding it is essential for discipline, fairness and harmony at the workplace,” he said.
He noted that strict adherence to the provisions enhances professionalism and accountability.
Addressing service delivery standards, Mr Augustine Owusu Frempong, Central Regional Public Relations Manager, stressed the importance of staff attitude and effective communication in sustaining public confidence.
“People may forget what we say or do, but they will never forget how we make them feel. Professionalism, empathy and effective communication are key to improving client satisfaction under the NHIS,” he said, urging staff to maintain strong customer‑service practices.
Organisers said the training forms part of broader NHIS efforts to enhance service quality, strengthen professionalism and build staff capacity in the district.
They noted that continuous training remains essential for delivering efficient, member‑focused healthcare services.
Mr Mensah reaffirmed the district office’s commitment to continuous improvement, saying that empowering staff with the right competencies would help boost public confidence and improve outcomes for NHIS members.
GNA
