Percy Junor Hospital Launches Customer’s Charter

The Percy Junor Hospital in Spaldings, Clarendon, launched its Customer’s Charter on June 28, on the occasion of its 60th anniversary.

Parish Manager of the Manchester Health Department, Yvonne Pitter in launching the Charter, said it was created in keeping with the Government’s policy to raise the standards of service offered by public organizations.

“As you are aware, the Government of Jamaica in the late 1980s to early 1990s, produced what is known as the Citizen’s Charter and out of that came the Client’s Charter and today, Percy Junor has launched its Customer’s Charter, which is specific to this hospital,” she explained, adding that this was the first health facility in Manchester to initiate such a charter.

She explained that under the Charter, the hospital would be required to provide healthcare on the basis of the customers’ clinical needs and not their ability to pay; provide a clean, safe and comfortable environment and well trained and helpful members of staff who would offer respect and confidentiality, inform customers about the policies and procedures, availability and cost of service at the hospital as well as to explain any proposed treatment, risks involved with the treatment and alternative treatment, among other things.

Miss Pitter said the hospital had the right to refer patients for treatment within and outside of the region, classify conditions based on urgency and treat accordingly, expect adherence to rules from clients, parents and guardians and expect support from non-governmental and community organizations.

She also noted that customers had a responsibility to seek information about the hospital and services offered; provide accurate and complete information on current illnesses, previous diseases, hospitalizations, drugs and other health related matters; communicate their understanding of the treatment to be offered by the hospital and request clarification if in doubt; follow instructions on treatment plan; contribute to medical cost by ensuring that payments are made or arrangements to pay are made before leaving the hospital; and communicate with the hospital if they cannot keep an appointment.

Patients are also expected to conduct themselves in an orderly and respectful manner and present themselves in an acceptable fashion at the hospital.

Miss Pitter said that healthcare professionals within the Manchester Health Department were involved in a series of customer service training sessions, in conjunction with the HEART Trust/NTA, and to date, some 250 persons have been trained, who would be certified by HEART Trust/NTA.

The Percy Junor Hospital offers general medical care, including in and outpatient care, emergency and critical care; surgical, medical and mental health outpatient services; maternal and paediatric care, among others.

The hospital has a bed capacity of 119 with an average occupancy of 74 per cent, and a staff complement of 208 persons.

It serves a population of approximately 250,000 from Clarendon, Manchester, St. Ann and Trelawny, and some patients from St. Elizabeth and Westmoreland.

At the ceremony, six persons were recognised for their outstanding service to the hospital, including Dr. Michael Coombs, Regional Technical Director; Dr. Glen Day, former Senior Medical Officer of Health; Matron Angella Thomas; Edith Gentles, nurse anaesthesist; and Valenton Wint, Chairman of the Hospital Improvement Project.