…as Management promises to serve patients better
Federal Government has charged staff of health facilities across the country to uphold professionalism, shun lateness to work, respect privacy of of patients and pay due attention to their health challenges.
It said achieving excellence in service delivery is never an accidental thing but a product of deliberate action , a team-oriental mindset, and an unwavering commitment to doing the right thing constantly.
The permanent secretary, Federal Ministry of Health and Social Welfare, Daju Kachallom spoke at the inauguration of the committee members of the SERVICOM Unit of the Federal Medical Centre, Ikole Ekiti, headquarters of Ikole local government area of Ekiti State.
Dr Olatunji Atoyebi who was appointed as the head and focal person of SERVICOM of the hospital, was inaugurated alongside about 15 unit headsas committee members.
Represented by the Director, Reform Coordination and Service Improvement Department of the ministry, Rebecca Okon said it is a strategic move to further reinforce the hospital’s dedication to professionalism and excellence in service provision and resolution of complaints.
“As an institution established to save lives, reduce physical and financial pains, this mandate requires a firm commitment to transparency, responsiveness and high ethical standards that directly impact public health outcomes.
“The inauguration should not be seen as a mere formality but as a decisive move to institutionalize the hospital hospital’s service charter and performance benchmarks”.
While commending the hospital for aligning with the directive to strengthen SERVICOM Units within Ministries, Departments and Agencies, she charged the SERVICOM principal officers and committee members to lead by example and ensure that standards are fully embedded in the day-to-day operations of the hospital.
“Let there be transparency, mutual respect and a collective decision to elevate the standards of service delivery.Work closely with everyone department to identify service gaps, resolves complaints efficiently and improve user satisfaction”.
The National Coordinator of SERVICOM, Mr Anthony Oshin who was represented by Team Leader A, (SERVICOM Presidency) Oyelude Nurudeen, the agency was conceived to promote effective and efficient service in MDAs like FMC Ikole to ensure customer satisfaction and manage the performance – expectation gap between government and citizens.
He added that their mandate focus on the quality of contact between service providers and service takers or the lack of it.
“It is to offer the people service they are entitled to . Practice healthcare with integrity, honestly, transparency and respect for human dignity. Ensuring all actions are always in the best interest of the those we serve”.
In his speech, the Medical Director of the hospital, Prof. Johnson Dare Ogunlusi explained that FMC, Ikole EKiti value safety health care delivery, given priority to staff welfare, uphold professionalism as well ensuring that patients were given due attention as regard their health status.
Prof Ogunlusi who was represented by the hospital’s Head of Surgery Department, Dr. Stephen Anya Onjefu added that excellence is valued at the hospital, where qualitative medicare is rendered in a clean and aesthetic environment.
Onjefu who doubles as the Chairman Anti-Corruption and Transparency Unit of the hospital said, “We value people We prioritize staff welfare. In healthcare, our service is not a luxury but a fundamental human right. It is the compassionate care we offer to those who are most vulnerable. It is the professionalism we exhibit when faced with challenges. It is the dedication to ensuring every patient leaves our facility not just treated, but also respected and satisfied.
He stated that the hospital is not just inaugurating a new unit but initiating a new culture.
“This is a culture of accountability, responsiveness, and continuous improvement. The SERVICOM Unit will serve as a vital link, a bridge between our patients’ expectations and our service delivery. It is a system designed to help us identify our weaknesses, celebrate our strengths, and build a framework where every interaction, every procedure, and every moment of care is guided by the highest standards of quality.
“With the establishment of the SERVICOM Unit, we seek to:-Enhance Patient-Centred-Care: Where services will be streamlined to be more responsive to the needs of our patients and their families.Ensure Accountability: Establish a robust complaints and grievance redress mechanism to give every patient the right to be served right and the means to seek recourse when services fall short of expectation
“Drive Continuous Improvement: We will use feedback and data to constantly improve our processes, ensuring that every interaction, from the moment a patient walks in, is a positive one”.
Dr Olatunji Atoyebi in his response on behalf of other inaugurated members said SERVICOM Unit was not inaugurated in the hospital to witch-hunt anybody but to ensure that there is delivery of effective, prompt and transparent healthcare services to our patients and clients.
He appreciated the national officers of SERVICOM and the management of the hospital for the confidence repose in them.
“We are making a pledge to ensure prompt, effective and transparent healthcare delivery to our patients and to uphold all the SERVICOM drivers as spelt out”.
