In efforts to improve service delivery at health facilities, the Ministry of Health and Social Services (MoHSS) launched the Standard Operation Procedure (SOP) for the management of complaints.
The SOP establishes standardised pathways, roles, timelines and safeguards to ensure complaints are received, investigated and resolved in a timely, transparent and confidential manner.
The ministry noted that the complaints management within the health system remains fragmented and inconsistently applied.
The procedure applies to all public health facilities and the ministry's offices nationwide.
The Deputy Executive Director in the ministry, Dr Theo-Ben Kandetu, says by channelling complaints to correct offices, they will ensure that those closest to the problems are empowered and held accountable.
"We have heard the complaints about infrastructure that does not always reflect the dignity of our people. Perhaps most painful are the reports of unprofessionalism, allegations of neglect, poor communication, and the heartbreaking claim that treatment is sometimes based on social status rather than medical urgency. These incidents, including the unauthorised sharing of patient videos on social media, reflect a breakdown in the sanctuary that a hospital is supposed to be."
The ministry intends to use the complaint and findings from investigations to improve health care services in the country.
MoHSS Chief Medical Officer Dr Apollo Basenero adds, "I also want to ensure accountability and promote timely resolution of these complaints, reducing unnecessary escalation. So we don't want complaints from the facility level to come straight to the national level to the executive director's or minister's office. They should follow the steps that are prescribed in the standard operating procedures."
The Registrar and Chief Executive Officer of the Health Professions Council of Namibia, Cornelius Weyulu, underscored the importance of protecting confidentiality.
As we strengthen the complaints' management mechanism, we must remain vigilant in protecting one of the fundamental pillars of professional and ethical practice, which is confidentiality. The complaint management process often involves sensitive personnel and clinical and professional information. It is therefore imperative that confidentiality remains and is maintained throughout the process."
SOP aims to ensure that patients' complaints are assessed, prioritised and acted on promptly according to severity, risk and urgency to protect patient safety, maintain quality of care and preserve public trust.