The Ministry of Health is committed to enhancing the quality of healthcare services, and ensuring that citizens receive timely, effective, and responsive care. As part of ongoing efforts to improve service delivery, two major initiatives have been introduced to create transparency, enhance accountability, and streamline health management systems.
The first of the key innovations being rolled out is a Client Satisfaction Feedback Tool, designed to enable the public to evaluate the services provided at health facilities across the country. This feedback tool is accessible via a simple QR code, which has been strategically placed in various locations within healthcare settings, such as pharmacies, laboratories, outpatient departments, and noticeboards.
The feedback system allows patients to quickly scan the QR code and provide their feedback, which can be either positive or negative. This helps to identify areas where health services are excelling and areas that need improvement. Feedback gathered through this system is crucial for both recognizing exceptional performance and addressing service delivery issues.
Importantly, the tool creates a direct link between the public and healthcare facility leaders. The feedback submitted is compiled in a dashboard that can be accessed by relevant authorities at the district level. This dashboard ensures that complaints are followed up promptly by the health facility’s management, helping to improve service delivery in real-time.
In instances where a facility is found lacking, whether it’s due to poor service, understaffing, or unethical practices such as extortion, facility managers are expected to take immediate action. For instance, if a health worker is consistently absent or engaging in unethical behavior, the tool allows the relevant authority to address the issue directly by holding staff accountable or taking necessary disciplinary actions.
Moreover, this system also serves to identify exemplary staff members who demonstrate exceptional performance, providing evidence for promotions, awards, and other recognition programs. It is an all-encompassing tool that aims to foster a culture of transparency, accountability and commitment to service.
The second key innovation that the Ministry of Health is rolling out is the advanced National Health Information System, which is designed to modernize the way healthcare facilities manage their operations, resources, and patient information. The goal is to eliminate reliance on paper records, ensuring that healthcare operations are more efficient, transparent, and accountable.
Key Features of the Information System include; Tracking Resources that will provide a seamless way to track the availability and usage of medical supplies, such as medicines and laboratory materials, from the National Medical Stores to the point of care in local health facilities.
Another key feature is the Patient Data Management that will store and manage patient records digitally, reducing the risk of lost paperwork and improving the quality of care. For example, if a patient visits a healthcare facility and undergoes treatment, their information will be recorded in the system, ensuring continuity of care when they return. This also reduces waiting times for patients as medical professionals will have quick access to patient history.
The Performance Monitoring is another feature that will enable the tracking of healthcare worker performance. Staff members will be evaluated based on their productivity and outcomes, ensuring that only those who are delivering results are rewarded or retained. This will also help to address issues such as senior healthcare workers delegating their responsibilities to junior staff members.
Financial Transparency system is another key feature that will enable Ministry of Health to eliminate under-the-table payments in healthcare facilities. The system will allow the tracking of all financial transactions, ensuring that all payments go through official channels and are properly recorded.
In order to Improve Healthcare Responsiveness and Resource Optimization, the ministry is deeply committed to optimizing the use of resources across the healthcare system. With the implementation of both the client satisfaction feedback tool and the health information system, the goal is to not only provide better care for patients but also to improve the overall performance of healthcare providers.
By integrating these systems, leaders at all levels, whether at the district or national level will have a more comprehensive view of health service delivery, allowing them to respond more quickly to challenges, allocate resources efficiently and improve overall healthcare quality.
These initiatives also set the foundation for future healthcare programs, such as national health insurance, by ensuring that the country’s health infrastructure is ready to manage a larger volume of patients while maintaining high standards of service.
The ministry continues to innovate and implement these critical tools and systems with a goal to create a more transparent, accountable, and efficient healthcare system. The introduction of the Client Satisfaction Feedback Tool and the National Health Information System are key steps in ensuring that the healthcare system is responsive to the needs of the public while maximizing the effectiveness of available resources. By empowering the public to have a voice in their healthcare experience and ensuring that health services are properly managed and monitored, these initiatives will create a healthier and more equitable society for all.
Communications Officer
Government Citizen Interaction Centre
State House.
