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New Care Centre To Raise Health Complaints Active From Today: 157

New Care Centre To Raise Health  Complaints Active From Today: 157
Minister for Health and Medical Services Rosy Akbar (left), and the Attorney-General Aiyaz Sayed-Khaiyum during the official announcement of the Ministry of Health Customer Care Centre. Photo: DEPTFO News
June 19
10:24 2017

Got complaints, feedback and concerns about the Fijian healthcare system? Now you can call 157, register your views and get a response within 24 hours.

The Fijian Government initiative to set up the customer care centre across Fiji was announced yesterday by Attorney-General and Civil Service Minister Aiyaz Sayed-Khaiyum and Health and Medical Services Minister Rosy Akbar.

In making the announcement, Mr Sayed-Khaiyum said this was part of the bigger civil service reforms that Government has undertaken.

He said the civil service also needs to be heightened in their ability to respond to customer complaints as today a “lot of civil servants do not see members of the public as their customers and this must change”.

“We also want to know, for example, if a doctor or a nurse has been rude to people; if they are not giving information about that particular patient.

“A lot of times the complaints we get is because of the inability of the medical professionals to communicate and essentially people need to have right level of communication,” Mr Sayed-Khaiyum said.

$250,000 had been allocated in the previous budget for the setting up of this customer care centre.

Mr Sayed-Khaiyum said a number of issues from customers are actually related to day-to- day operational matters, and with the call centre, Government will be able to channel complaints and issues through a protocol system whereby various steps will be taken, and, other such centres may be set up for other ministries.

Government will bear the cost of all the calls and it would not cost customers anything when they make a call.

Ms Rosy Akbar says the centre will give patients and their families a 24/7 direct line to staff who receive feedback, take suggestions or pass on their praise or criticism back to their care-providers.

Minister Akbar said the centre will handle the feedback and also feedback they have received already been addressed and does not need to come through this centre again .

She has also made it clear that if any Fijian has any issue with the service they receive at any of health facility, this helpline is the best way to get their issue resolved.

“My ministry does not trade in rumours or gossip.

“We cannot respond to criticism that is leveled against our staff online in social media, or in print, because to do so would violate every standard in responsible hospital management and jeopardise the confidentiality of our patients’ information”.

She said all issues will be investigated and if it is genuine, action will be taken.

Permanent Secretary for Health Philip Davies says the ministry will respond to cases within 24 hours or the next working day and in some cases the issue can be addressed as soon as it is raised.

Mr Davies said specific deadlines have been set and for most complex issues, investigations into the matter can be addressed in 30 days.

Edited by Ranoba Baoa


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