In a steadfast commitment to enhance its services and provide a world-class experience for clients, Mediclinic Newcastle proudly announces the appointment of Cebisile Kubeka as the new Client Experience Manager. Cebisile is a counselling psychologist by profession.
Beginning her role in June 2024, Cebisile emphasised that her position is dedicated to elevating the overall client experience at Mediclinic Newcastle, a role she takes seriously.
Moreover, Cebisile’s position will focus on ensuring clients’ needs and expectations are met throughout their stay, maintaining service quality and attention to detail. “We want to hear clients’ voices, hear what they can offer on how they feel we can improve,” she noted.
Expounding further, she explained, “A significant part of the client experience management role involves enhancing client experiences. Everything related to client experiences, their safety, their concerns, hospitality, and how they are treated from entrance to exit is the responsibility of every staff member, although this will be closely monitored by me. I truly want to ensure that everyone who comes to Mediclinic Newcastle will see their expectations being exceeded.”
As a qualified Counselling Psychologist, Cebisile believes her training will be invaluable in her new role. “As a trained psychologist, I am able to empathise with individuals, understand their backgrounds, and approach situations with cultural sensitivity and an appreciation for diversity.” She also emphasised her extensive experience working with people of all ages.
As the newest member of the ever-expanding Mediclinic Newcastle team, Cebisile’s ability to understand others’ perspectives calmly and empathetically is complemented by her passion for research, which, she says, enhances her knowledge and expertise.
“In the role, I aim to ensure that processes are client centred and that the client is attended to at every step from admission to discharge,” said Cebisile
She further explained that with her psychology background, seeing consistency and improved quality are crucial within the medical sector and at Mediclinic Newcastle. “If we have systems that are not working, we need to look into them and see how we can improve. Therefore, I am really looking forward to engaging with all the staff and patients, and seeing what we can offer as Mediclinic Newcastle that aligns with our values.”
Furthermore, when looking at Mediclinic Newcastle’s new Client Experience Manager’s qualifications and career prior to joining Mediclinic Newcastle, with five years’ experience as a licensed psychologist, Cebisile explained that she holds an undergraduate degree in Psychology, Honours in Psychology, and a Master’s in Counselling Psychology from the University of KwaZulu-Natal. Whereby, she completed her internship at Helen Joseph Hospital in Johannesburg, and has been registered as a board certified psychologist since 2019.
According to Cebisile, her interest in psychology was sparked in high school through a peer educator program, where she educated fellow students on lifestyle changes and personal development. This experience solidified her career path in psychology.
After earning her qualifications and returning to Newcastle, Cebisile worked as a consultant for businesses, providing support and debriefing services to staff members following traumatic events.
Discussing her new role at Mediclinic Newcastle, Cebisile conveyed her deep-rooted connection to the facility. Growing up in Newcastle and having been a patient at the hospital herself, she has long harboured a genuine interest and affinity for the institution.
“I love the culture, values, and diversity at Mediclinic Newcastle and that they service such a large community, even beyond Newcastle. I think they have excellent expertise, they utilise the local doctors and doctors from nearby areas such as Pietermaritzburg, Durban and so forth, so you can see the richness of the experience that you get at Mediclinic Newcastle.”
In conclusion, Cebisile noted that Mediclinic Newcastle is a world class facility and that she is ecstatic to be part of the hospital’s impressive team.
As Cebisile Kubeka joins the Mediclinic Newcastle team and aims to enhance the exceptional services at the medical facility, be sure to give her a warm welcome in the comment section below.
