FCTA Directs Govt. Hospitals To Strengthen SERVICOM Units
Permanent Secretary, FCTA, Mr. Christian Ohaa has directed all government hospitals in the FCT to immediately strengthen their SERVICOM units in order to enhance effective service delivery.
The Permanent Secretary gave this directive when the FCT Administration played host to the National Coordinator of the SERVICOM Office, Mrs. Nnenna Akajemeli in Abuja.
Mrs Akajemeli and her team during a working visit, said the Administration is deeply committed to ensuring that FCT residents get the best services in these hospitals.
Mr. Ohaa who received the delegation alongside the Health and Human Services Secretary, Mrs. Amanda Pam, said strengthening this unit will not only improve overall best practices but will also help to reduce the level of dissatisfaction among FCT residents.
The Perm Sec, while thanking the delegation for their visit, assured that FCT Administration will immediately put in place machinery to ensure that these hospitals comply with this directive.
Earlier a 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.
Mrs. Akajemeli 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.
She disclosed 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.