Beyond the call of duty: Providing excellent service

By Priscah Angwenyi

The core values of Kenyatta National Hospital include customer focus, professionalism and integrity, teamwork, and team spirit, just to name a few.

These beliefs guide KNH employees who have dedicated their time and energy to this great institution a better place. These employees hold customer service as a key component to their success in their day-to-day work. Senior Office Assistants at KNH lend a helping hand that makes the work environment conducive and yields high employee productivity.

Newsline interviewed three Senior Office Assistants and here are their journeys to success. They go beyond the call of duty.

Mr. Philemon Orwa Muga-Human Resource Division

Mr. Philemon Orwa Muga - Human Resource Division delivering files to the required office

PHOTO | STEVE ARWA

He is a jolly individual who is full of positive energy. His work-day entails either dispatch of letters, carrying files, or even ferrying items from the stores. There is a driving force that gives him zeal.

“I got employed on 2nd December 2002. This is after many years of working in a construction site; “mjengo”,” said Mr. Orwa.

“Working at KNH is an answered prayer. My first deployment was at the vector control section for five (5) months. My second assignment was washing and scrubbing the KNH corridors and ensuring that they were sparkling clean for fifteen (15) years. This was a great time of my life. I was then deployed to Ward 1D briefly before finally being transferred to the Human Resource Division where I have worked since 2017,” continued Mr. Orwa.

Hard work, discipline, and integrity are part of the reason why he won the “Employee of the Year award 2022” in the HR division. Mr. Orwa advises other members of his cadre to always love their jobs, to be professional, and decent, and have their name tags always prominently displayed. Above all, they should crown their work with a smile as they provide service.

“My family especially my wife and children have supported me all through. They cook and press my clothes and this makes my tasks manageable. My wife prays for me daily thus God has blessed the work of my hands. I comfortably do my duties without any complaint because I have my wife backing me up” concluded Mr. Orwa

Mr. Daniel Mbugua Wagura Office of the Senior Director Clinical Services

Every time one visits the office of the Senior Director Clinical Services (SDCS), they are greeted with a firm handshake and a welcoming smile which are congruent with great customer service by Mr. Daniel Mbugua.

Mr. Daniel Mbugua Wagura- Office of the Senior Director Clinical Services Division having a light moment with his colleagues

PHOTO | STEVE ARWA

“I started as a casual worker doing odd jobs from the year 2004 until 2008. The work entailed gardening, clearing bushes at the KNH Estate, and also unblocking the drainage system. On 13th April 2008, I got employed on Permanent and Pensionable terms. This was an answered prayer since I now had a payslip that would enable me to get bank facilities and savings at the SACCO,’’ said Mr. Mbugua

“My first assignment after getting the permanent job entailed sweeping the KNH parking lots both at the Administration Block and the Accident and Emergency. This required me to wake up by 5:00 am and get to work when there was no traffic. I was later moved to the KNH Corruption Prevention office where I doubled up as a messenger. I later got posted to the office of the SDCS in 2010 where I enjoy working to date,’’ continued Mr. Mbugua

“My work entails cleaning of the offices, meeting halls, photocopying/ handling of documents, dispatching of letters, going to the stores, taking care of the SDCS’ meals including preparation of tea,’’ stated Mr. Mbugua.

Humility, patience, hard work, and having a listening ear made Mr. Mbugua be voted “Employee of the Year 2015”. He advises staff of his cadre to always love their job, understand their bosses, and above all be clean and dress decently.

Mr. Mbugua credits his success to his wife who prays daily for him and his colleagues who embrace teamwork and team spirit. He intends to do a customer care course to improve his interpersonal skills.

Mr. Boniface Ekombe Lubale Office of the Chief Executive Officer

His smile and hearty laughter brings calmness to a rather busy office. At the CEO’s office, he serves clients from all walks of life with great hospitality and demeanor that brings great comfort to the many people that visit the office.

“I got employed at KNH in 2019. I was first posted as a patient porter at the Accident & Emergency section. The job entailed radiology services bookings and taking patients to the ward on admission. I was later in October 2019 deployed to the CEO’s office on a new assignment to date,’ said Mr. Lubale.

Mr. Boniface Ekombe Lubale -Office of the Chief Executive Officer

PHOTO | STEVE ARWA

“My current role entails cleaning the CEO’s office, dispatching letters, and organizing all the meals at the CEO’s office including serving visitors. I have served Members of Parliament, Cabinet Secretaries, CEOs from various institutions both in the Public & Private sectors. This a fulfilling experience” continued Mr. Lubale

“I have also been accorded respect when I dispatch letters outside KNH. This is fulfilling especially when I go to senior leaders’ offices and I get VIP treatment. I will continually serve humanity and hold the KNH flag high. I urge everyone who is in my cadre to always remain humble, always be neat, and have your name tag on for easy identification. You must always love your job and be good at it,” said Mr. Lubale.

Mr. Lubale credits his achievement to his spouse and daughter who are his number one supporters. They are there to pray for him and encourage him to go beyond the call of duty.