Directorate of Human Resources
Human Resources is the lifeline of any organization, and the Directorate of Human Resources is responsible for managing and supporting the most valuable asset of Mengo Hospital, its people. This directorate provides strategic leadership in all aspects of human resource management, ensuring that the hospital recruits, develops, and retains skilled and motivated professionals who are committed to delivering exceptional healthcare.
Its core functions include policy development, recruitment and staffing, compensation and benefits, performance management, training and development, employee relations, welfare programs and strategic partnerships.
The Directorate ensures that all HR practices reflect the hospital’s values of Professionalism, Excellence, Caring, Innovation, Integrity, Teamwork, Compassion, Accountability and Christ-centeredness. It is deeply committed to promoting a workplace culture rooted in Christian principles; where dignity, humility, servant leadership, and mutual respect guide all staff interactions and decisions.
In addition to day-to-day HR operations, the directorate plays a vital role in institutional planning and workforce development ensuring that Mengo Hospital remains responsive to the changing needs of the health sector while upholding its legacy of quality care and Christian service.
The HR Directorate is structured around a team of HR Business Partners, each of whom is assigned to support specific departments or units within the hospital and align HR strategies with business objectives by acting as strategic advisor, coach and relationship manager to drive business success through effective people strategies.
This decentralized model focuses on high impact strategic workforce challenges, such as talent management, performance improvement, and organizational design ensuring that the company’s human capital contributes to its growth and goals. It allows for more responsive, personalized, and effective HR support ensuring that staff issues are addressed promptly and contextually.
HR Business Partners serve as strategic liaisons between management and staff, supporting line managers in workforce planning, performance management, employee engagement, and compliance with HR policies. Their presence within the units reinforces the hospital’s belief that staff are not just employees, but partners in delivering care.
The Service Excellence department is managed under the Human Resources Directorate and plays a key role in ensuring that every patient encounter at Mengo Hospital reflects the highest standards of hospitality, care, and responsiveness. This department acts as the frontline of the hospital’s commitment to a positive patient experience.
Their responsibilities include:
- Welcome/receive, support and guide patients throughout their visit to the hospital across all departments.
- Addressing immediate non-clinical needs of patients and caregivers.
- Patient follow-up, feedback collection and patient satisfaction data through online feedback and manual forms.
- Conduct regular visits to all admitted patients to ensure comfort and identify service gaps and act promptly to resolve identified issues hence improving overall patient experience.
- Relaying client concerns to the appropriate departments for timely action in order to achieve complaint resolution and reduce on repeated complaints.
Composed of receptionists, guides, and feedback collectors, the team ensures that patient voices are heard, concerns are resolved, and the environment remains welcoming and orderly. Their work is a vital component of Mengo Hospital’s promise of compassionate, Christ-centered care.
