Minister of health and social services Kalumbi Shangula has urged patients to report poor service and unprofessional behaviour at any health facilities countrywide.
Shangula was speaking on Monday at the launch of the government’s new Customer Service Charter which aims to improve public service delivery in offices, ministries and agencies.
“If any patient encounters a situation where their [need] is not met, or they are simply treated badly or in an unacceptable manner, they must know that they have recourse. They must therefore feel empowered to voice their concerns and demand solutions,” Shangula said.
He added that accountability and respect are central to the health ministry’s new charter.
Shangula added that when a patient walks through the door of any health facility, they must be treated and handled as an individual deserving of respect, dignity and quality care – not merely a statistic.
He said the charter sets clear expectations for both health workers and patients, and serves as a tool to promote quality service delivery across the country’s health facilities.
ACCOUNTABILITY
Every staff member, from health posts to referral hospitals, will be required to wear a name tag for easy identification.
“An aggrieved member of the public has the right to report poor conduct of any staff member to the customer care office at the health facility or to the head of the facility,” Shangula said.
According to Shangula, the charter was developed through a consultative process and reflects service delivery commitments from all levels of the health system, including national and regional directorates, health centres, district hospitals and referral hospitals.
He said patients should expect courteous and respectful interactions, responsiveness to their needs and clear communication about their treatment and health conditions.
“The charter is not just a document. It is our collective commitment to serve the Namibian people to the best of our ability,” he said.
The launch of the charter comes at a time when the ministry is implementing broader reforms to strengthen the health system, following challenges exposed by the Covid-19 pandemic.
EXPANDED SERVICES
According to Shangula, the government recently approved the creation of 11 438 new positions to expand the health workforce, with a focus on strengthening services at district hospitals and health centres. These positions will include doctors, nurses and pharmacists, with the aim of improving primary healthcare and reducing the need for patients to travel long distances for specialist care.
He further highlighted ongoing efforts to expand health services, including the rollout of dialysis units at hospitals at Katima Mulilo, Keetmanshoop, Otjiwarongo and Walvis Bay, as well as the establishment of intensive care units at all 34 district hospitals.
Shangula called on the public to provide regular feedback on their experiences at health facilities, saying this is essential to improving service delivery.
“Patients must feel empowered to voice their concerns and demand solutions when they experience substandard service,” he said.
The charter, which will be displayed at all health facilities, also encourages members of the public to commend good service when they receive it.
“This is a step towards building a health system that truly serves all Namibians
with dignity and care,” Shangula said.
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