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EDITORIAL-Health Customer Care Centre Continues Focus By Government On Being Responsive To All

EDITORIAL-Health Customer Care Centre Continues Focus By Government  On Being Responsive To All
June 19
09:33 2017

Concerns and issues about health services faced by ordinary Fijians can now be raised through an initiative of the Ministry of Health and Medical Services. This will be officially launched today.

The new toll free line 157, a Ministry of Health Customer Care Centre, is not a health help line you call if you are sick. But it is for anyone who has complaints, concerns or comments regarding any of their services at public hospitals and health centers around the country.

Never before has this service been made available.

This service allows the health ministry to communicate directly with the Fijian people to assist them improve their service delivery.

It also is an opportunity for the ministry in benchmarking its performance to improve its customer service and work processes.

Fijians can also share their suggestions for opportunity for improvement apart from acknowledging medical services and or staff.

Fijians can call 157 or send in a text message. Once calls, text messages and emails are received, details of the issues are logged into the database.

People must understand that this is not an emergency line.

For emergencies call 911 or 910.

As an example, the Minister for Health Rosy Akbar says that if you are a patient or a family member of someone admitted at a hospital and you are not satisfied with the treatment or service you are receiving, you can call the call centre.

You need to provide details of where and when the issue arose and the ministry will begin an investigation.

She said of course, if a staff member has been especially helpful as well, they would also love to hear from you.

All customers’ experiences will be stored in a confidential registry that will give the Ministry invaluable data to improve their deliveries.

As from today, if any Fijian has any issue with the service they receive at any Ministry of Health and Medical Services facility, this call centre is the best way to get their issues resolved. All concerns will be investigated and if they are genuine, action will be taken.

Losirene Lacanivalu



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