Enhancing Public Health Service Delivery Key to Customer Satisfaction – Dr. Tufton

Minister of Health and Wellness, Dr. the Hon. Christopher Tufton, has underscored the importance of enhancing service delivery in public health institutions to ensure customer satisfaction.

Noting the high expectations of persons using these facilities, he said “we must give them the best possible treatment at all times”.

“This [2019/20] financial year, I would like to see, as Minister, a lot more emphasis on [boosting] customer service in our public health institutions,” Dr. Tufton said.

He was speaking at the official launch of the Compassionate Care Programme at the Noel Holmes Hospital in Lucea, Hanover, on June 27.

The initiative, which has been launched in several other hospitals islandwide, aims to enhance the psychological wellness of patients within the public health system as a means of promoting speedy recovery.

Dr. Tufton said the initiative aims to place clients “at the centre of our activities [and] provide for them the best possible environment within the limitation of resources”.

He noted, however, that persons utilizing public health institutions are also expected to behave appropriately when interacting with the staff.

“The Charter of Rights and Responsibilities that governs public health does guarantee the rights [of the patient]; but it also assumes that the patient has some responsibilities. So there is a balance… and we need to start reflecting more on that,” Dr. Tufton stated.

Meanwhile, the Minister commended the staff at Noel Holmes Hospital for the growth and improvement of the institution.

“This facility has seen some renovations [and] training of staff, which is a very important component. As a consequence, we are now able to host our patients, our clients, those who, frankly speaking, [expect] us to serve them in a manner that is dignified,” Dr. Tufton said.

He encouraged the staff to ensure that the Compassionate Care Programme’s launch “is not just an event”, but treated as “a process that will continue to improve”.

“So today we launch, tomorrow we continue, next week, next month and next year, we revise, we review and we improve and, over time, it becomes a habit, it becomes a lifestyle, it becomes a norm,” Dr. Tufton emphasised.