21 November 2007
The Department of Health's Customer Care Directorate held a two-day workshop
recently focusing on how to make Batho Pele a reality in the workplace. Mr
Mncedi Javu Senior Manager for Customer Care commented on the fact that the
alignment of the Batho Pele principles into the department's work plans must be
a priority.
"As managers we must have a sense of ownership where Batho Pele principles
are embodied by every civil servant. Through Batho Pele we must instil a
culture of accountability and caringness," said Mr Javu in his opening remarks.
Addressing delegates gathered at the East London Health Resource Centre, he
pointed out that Batho Pele was not a stand-alone concept, but a means to
accelerate service delivery.
"We must strive for service excellence when offering services to both
internal and external customers. Your smile as you serve the people whether
they are from the public or other staff members must come straight from your
heart, it must not be a mask," he added. There were four commissions in the
workshop that deliberated on the different aspects of Batho Pele.
The first one was making Batho Pele a reality, improving access to
accelerate service delivery, building a competent, committed and professional
Eastern Cape Department of Health and behavioural Change for successful
implementation of Batho Pele. The proposed brand statements for Batho Pele
included additional values such as professionalism, humility, compassion,
transparency, integrity, fairness, accountability, team-work, enthusiasm,
accessibility and responsibility.
The reports from commissions stated that there was a need for a shared
vision when approaching Batho Pele. It was found out that staff does not seem
to understand and grasp the practicality of the Batho Pele principles at all.
Some of the systems that were suggested by the commissioners included
mobilising communities, building partnerships through the various government
departments and making the hospital boards aware of the Batho Pele
principles.
There was a call to managers to filter down ambassadors of Batho Pele in
each district and more emphasis was put on re-introducing orientation of all
Batho Pele principles to all of the people who are being employed by the
Department. The South African Management Development Institute (SAMDI)'s
representative, Mr Siboniso Nhlonipho spoke about how critical behavioural
change was needed for the successful implementation of the Batho Pele
principles.
He said there was a need for the review of the department's mission
statement. "The mission statement must be customer-focused and our strategic
objectives must address the mission statement." He called on managers to
develop a new organisation culture. "Only through team work can we get the
employee morale up and get customer satisfaction."
The commissions also reported that there is a need to strengthen the
district health system. It was acknowledged by the delegates that we have a
weak system. Some of the challenges included the fact that districts are
flooded with level one patient. There was also a call to finalise corporate
service processes which include recruitment, as well as appointing proper
competent cadres who can deliver promptly and consistently. The payment process
of new appointees should not be delayed.
Mr Nhlonipho also recommended that the department should re-look its
organisational structure. It was said that the structure is often heavy and
broad on the top. "Programmes are not adequately staffed at district levels."
Some of the barriers to progress were identified as the lack of leadership,
delays in disciplinary processes, poor communication, lack of change management
strategy and recruitment. Other obstacles included the fact that planned
activities are not implemented in the department.
The workshop also looked at the behavioural change that the department
should embrace. It was also suggested the fear of the unknown often made
managers reluctant to change management. Ideas flowed and some that were agreed
upon by the delegates were that the Batho Pele principles must be included in
service level agreements and performance plans. Policy formulation should be
made practical through implementation.
Issued by: Department of Health, Eastern Cape Provincial Government
21 November 2007
Source: Eastern Cape Provincial Government (http://www.ecdoh.gov.za)
