The Permanent Secretary, FCT Administration, Mr. Christian Ohaa has directed all government hospitals in the Territory to immediately strengthen their SERVICOM units, in order to enhance effective service delivery.
He reiterated that the FCT Administration is deeply committed to ensuring that residents get the best services in public hospitals.
A statement from the Chief Press Secretary to the FCT Minister, Cosmas Uzodinma, stated that Mr. Ohaa gave the directive when the FCTA played host to the National Coordinator/CEO of the SERVICOM Office, Mrs. Nnenna Akajemeli and her team on a working visit, last week.
While receiving the delegation, the Permanent Secretary stressed that strengthening this unit will not only improve overall best practices but will also help to reduce the level of dissatisfaction among FCT residents.
He assured that FCT Administration will immediately put in place machinery to ensure that these hospitals comply with this directive.
Earlier in her remark, the National Coordinator/CEO of the SERVICOM Office, Mrs. Nnenna Akajemeli, explained that the SERVICOM index is a set of business-relevant key performance indicators (KPIs) that provide a standardized method for measuring and comparing performance against service standards defined by an organization.
kajemeli hailed the Asokoro and Maitama General Hospitals as the best performers in terms of their compliance with the SERVICOM principle, having scored above 50 percent during their evaluation.
According to her, the yardsticks that were used to evaluate these hospitals to include “the waiting time to see a doctor or assess any other service, having clear directional signs, waiting area, complaints management, adequate information dissemination, wearing of name tags, having a feedback channel and several others.”
Akajemeli added that these indicators, no matter how little, go a long way in ensuring that a patients/customers go home satisfied after their visit to the hospitals because their time is not wasted and they get value for their money.
She however called on the management of the hospitals and the FCTA to ensure that areas that still need to be addressed are promptly attended to in order to enhance performance of the hospitals.