–President Ali eyes call-centre approach for patients
WHILE the government remains steadfast on the path of providing world-class healthcare, President, Dr Irfaan Ali has noted that even with exceptional work, this can be easily destroyed by the level of service.

As the expansion of primary healthcare and preventive medicine continues, the People’s Progressive Party/Civic (PPP/C) government is deploying measures to ensure that the level of service at the Georgetown Public Hospital Corporation (GPHC) will continue to be improved.

President Ali made these remarks at the Arthur Chung Conference Centre (ACCC) where he met with many healthcare personnel on Friday last.
He said, “Exceptional work can be destroyed very easily with the level of service and level of service ranges from all stakeholders: – from the security that opens the gate to the clerk that collects data, the nurses [and] the cleanliness of the place.”

President Ali also spoke about his experience at GPHC. He said that last year he made several visits to the public hospital unannounced and saw marked changes in the environment and services. He said the facility is turning into a prime example of how the healthcare system should be.

He also called for more team effort between health personnel and the government so they can work out strategies and plans as to how the country will upgrade the facilities.
With that said, one of the things catered for within this year’s budget is the development of regional health services for the hospitals to allow citizens to have better experiences.

“The worst thing when you’re not feeling well is to go into a place that does not look well,” the President noted.
On the cards for GPHC to bolster its level of service, according to the President, is a customer response mechanism.

“One of the things we’re thinking about is to have a call centre approach where if a citizen, [at either] a health clinic or a hospital, and [if he/she] dissatisfied with the service, then that citizen can easily call, through a call centre approach, and make a complaint so that we can have a more professional and efficient system, and more responsive to the needs,” he said.
He added, “This monitoring mechanism is also very important in the system we’re building out.”

Dr Ali firmly stated that he does not have an issue with doctors utilising their talents in private facilities; however, there must be a certain standard at the public hospitals they work at too.

“I want us all to agree, that once we’re in the public healthcare system, there must be a minimum standard and a minimum set of deliverables and hours that constitute our support to the public healthcare system. I’m not going to be the person who would run down doctors; I believe we can find a healthy balance. I believe we can work towards finding a solution that maximises your potential.” Dr Ali said.

Focusing more on the GPHC, Dr. Ali said that the investments the government was making in the hospital will aid the nation in having a state-of-the-art forensic, biochemistry and pathology laboratory.
Also, they are advancing care in terms of surgical intervention.

Continuing to set the foundation for world-class healthcare, the President also called for discussions in key areas where there are backlogs and areas that require imported specialised help.