Epe General Hospital to reinforce Complaint Dept. July
The Medical Director, General Hospital, Epe, Lagos State, Oluseyi Adeshol, has said that the management had concluded plans to strengthen its Complaints Department in order to address patients’ grievances.
Adeshola disclosed this to the News Agency of Nigeria (NAN) in an interview on Wednesday in Epe.
According to him, complaints emanate from different clients and for different reasons.
He mentioned some of the problems include poor understanding of the processes within the hospital, local cultural demands, and innuendos, as well as poor handling of client-care provider communication.
“These and many more have necessitated the strengthening of the complaints and redress system situated within the service charter programme of the hospital.
“All complaints channeled through this medium shall get to the management and shall be looked into by the management with a view to providing lasting solutions, ” he said.
Adesola said that all suggestions put forward shall be analyzed for quick implementation.
“The facility is already in the midst of an aggressive reorientation programme, as well as improvement in our internal processes and operations, ” he said.
He said that these improvements would definitely lead to better patient experiences such as faster service response, better treatment outcomes, and fewer altercations with the clients that we serve.
“For instance, one of the deliverables for our pharmacy department in the management work plan for the year is the complete elimination of stock-outs for insurance patients by mid-2022.
“Already, we have a dedicated stock of medications for all our insurance patients. Complaints and redress are an integral part of our service delivery.
“Indeed, we are committed to rendering quality and reliable services for all our clients,” he said.
The medical director assured residents, patients, and clients of adequate facilities, regular power supply, sufficient drugs, necessary tools and equipment, and other apparatus to offer quality and reliable services.
“Residents should have confidence in services provided to the public. We have all its takes to maintain and sustain customers’ needs and expectations, ” he said.
Adeshola praised Gov. Sanwo-Olu-led’s administration for upgrading the facilities at the General Hospital by providing all the necessary equipment, tools, and drugs needed to offer quality services to patients.