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Talks Focus On Service Quality

Talks Focus On Service Quality
Watesoni Nata of Consumer Council of Fiji at Pacific Harbour yesterday. Photo: Ronald Kumar
May 02
10:24 2015

The Fiji Medical Association 57th scientific meeting has been told there is a need to radically lift the level of service within hospitals and health centres around the country, given the complaints received.

The comment came from Consumer Council of Fiji manager alternative dispute resolution and consumer advisory Watesoni Nata while presenting the keynote address at the meeting at Pacific Habour.

He said the bulk of complaints received by the council dealt with “poor health services”.

“We have received complaints where poor service delivery, dead child, medical report not given, nurses at emergency ward were rude, did not attend to patient because in their view patient was not serious enough and patient died, unauthorised treatment done without any consultation,” he said.

“Others included doctors not involved in child delivery, but charging $238 and refusing to refund, the use of expired medicine. Doctors charged for treatment which was not provided. Patients were not advised on services and costs. Patients are not advised of the exact fees and charges and extra charges they will be required to pay during consultation.”

He said despite paying fees, patients complained they were not provided services in a timely manner.

“Some others included doctors on long lunch breaks or no doctor at the health centre, patients requiring emergency services having to wait, nurses watching TV rather than attending to patients, no compassion shown after the death of a young patient,” Mr Nata said.

“Experiences differ which is based on who serves the patients. The patients are at the mercy of the doctors and nurses.”

Mr Nata called for changes in the system.

“There is a need to be heard, receive clear explanations and instructions about the patient’s illness, provide higher standard of care and emotional support,” he said.



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