6161 tickets on toll-free number
2 April, 2019, 9:30 am
A TOTAL of 6161 tickets were received by the Ministry of Health and Medical Services through their 157 toll-free customer care line, says minister responsible Dr Ifereimi Waqainabete.
Dr Waqainabete said 90 per cent of the total tickets received had been closed.
“Ten per cent are still open and has been acknowledged and we are currently investigating as part of quality improvement processes,” Dr Waqainabete said.
“The fact that we have closed 90 per cent is a very high response and augurs well on our endeavour for customer care.”
He said in Parliament last night that this was an essential engagement tool that allowed patients, families and the public to inform the Ministry of Health and Medical Services and provide relevant feedback.
“The highest feedback received so far is 23 per cent of delays and waiting time. From this, the ministry has strengthened for the last one and half years its processes to address certain areas,” he said.
“Areas such as reducing the waiting for medical reports from four weeks to five to 10 working days, patients visiting the emergency department can be ensured that within four hours of getting to the emergency department, they will be seen depending on case severity.”
He said a fast track system was in place to address the long waiting times for patients in emergencies.
“The strengthening of patient triage in all general and outpatient departments and case referrals to other health facilities such as X-rays and ultrasounds to reduce waiting time,” he said.