The Ministry of Health and Social Services has introduced a new complaints management system aimed at improving accountability, responsiveness and service delivery at public health facilities.
Speaking on behalf of health minister Esperance Luvindao at the launch of a standard operating procedure for the management of complaints in Windhoek yesterday deputy executive director Theo-Ben Kandetu said the initiative represents a “fundamental shift” in how the ministry responds to concerns raised by patients and members of the public.
Luvindao acknowledged that public health institutions face criticism over service delivery, including complaints about resource shortages, deteriorating infrastructure, poor communication and alleged unprofessional conduct by some healthcare workers.
