Perm sec charges hospitals on service delivery

The Permanent Secretary, Federal Capital Territory Administration (FCTA), Mr. Christian Ohaa, has disclosed that all government hospitals in the Territory to immediately strengthen their SERVICOM units in order to enhance effective service delivery.
He gave the charge recently when the FCT Administration played host to the National Coordinator/CEO of the SERVICOM Office, Mrs. Nnenna Akajemeli, and her team during a working visit.
According to him, Administration is deeply committed to ensuring that residents get the best services in these hospitals.
Ohaa said “strengthening this unit will not only improve overall best practices, but will also help to reduce the level of dissatisfaction among FCT residents.”
He further assured that FCT Administration “will immediately put in place machinery to ensure that these hospitals comply with this directive.”
Speaking earlier, the National Coordinator/CEO of the SERVICOM Office, Mrs. Nnenna Akajemeli, said the SERVICOM index “is a set of business-relevant key performance indicators (KPIs) that provide a standardised method for measuring and comparing performance against service standards defined by an organisation.”
She described the Asokoro and Maitama General Hospitals as “the best performers in terms of their compliance with the SERVICOM principle,” having scored above 50 per cent 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.
“These indicators, no matter how little, go a long way in ensuring that 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.”