馃嚦馃嚘NamibiaSouthern Africa
Health ministry launches new complaints system to enhance accountability and service delivery
via The Namibian4 min read
The Ministry of Health and Social Services has introduced a new complaints management system to improve accountability, responsiveness, and service delivery at public health facilities. Speaking at the launch of the standard operating procedure SOP in Windhoek, deputy executive director Theo-Ben Kandetu, on behalf of health minister Esperance Luvindao, stated that this initiative marks a fundamental shift in how the ministry addresses patient and public concerns. The SOP establishes a formal framework for receiving, documenting, and resolving complaints across health facilities. Kandetu acknowledged past criticisms regarding service delivery, including resource shortages, deteriorating infrastructure, poor communication, and alleged unprofessional conduct by some healthcare workers. He also mentioned troubling allegations of neglect, poor communication, and treatment influenced by social status, as well as unauthorized sharing of patient videos on social media. The new system aims to address longstanding gaps in complaints management, which previously led to issues being escalated directly to senior officials. Complaints will now be classified by severity using a red, amber, and green triage framework, ensuring each complaint is documented, acknowledged, and resolved within specified timelines. The process will channel complaints through Customer Care Officers at the facility level, then to District, Regional, and finally National levels, empowering those closest to the probl
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This summary was AI-generated from a story originally published by The Namibian.
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