The permanent secretary, Federal Capital Territory Administration (FCTA), Mr. Christian Ohaa has directed all government hospitals in the Federal Capital Territory (FCT) to immediately strengthen their SERVICOM units, to enhance effective service delivery.
Ohaa gave the directive when he received in his office, the national coordinator/CEO of the SERVICOM office, Mrs. Nnenna Akajemeli and her team, who were on a working visit.
The permanent secretary stated that the administration is deeply committed to ensuring that FCT residents get the best services in the hospitals, adding that strengthening the unit would not only improve overall best practices, as well as reduce the level of dissatisfaction
Ohaa, who received the delegation alongside the secretary, Health and Human Services Secretary (HHSS), Mrs. Amanda Pam, also commended the delegation for their visit and gave an assurance that the administration would immediately put in place machinery to ensure that
the hospitals comply with the directive.
Earlier, Mrs. Nnenna Akajemeli, had explained that the SERVICOM index is a set of business-relevant key performance indicators (KPIs) that provides a standardised method, for measuring and comparing performance against service standards, defined by an organisation.
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 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.”
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