Gauteng Health launches I Serve with a Smile to improve patient experience and reduce patient dissatisfaction and complaints
In the second quarter of the 2023/24 financial year, Gauteng health facilities recorded around 748 complaints from patients, their families and the public, which is a concerning increase from the 640 of the first quarter.
However, as much as there is an increase in complaints, the results on contributing factors show a decrease in negative staff attitude from 34% to 31% and patient factors from 44% to 36%. Other noted contributory factors were related to access to information at 20% and waiting times at 19% respectively.
In an effort to significantly improve the situation, the Gauteng Department of Health will on Friday, 17 November unveil a province-wide intervention called the I SEVER WITH A SMILE campaign. This is to address staff attitude as well as bolster morale among healthcare workers in order to improve patient experience and reduce patient dissatisfaction and complaints.
The campaign seeks to encourage every healthcare worker to approach their work with a smile, enthusiasm, empathy and a friendly demeanour. In the bustling world of healthcare, it is easy to become consumed by the demands and pressures of work. However, it is important to remember that the heart of health profession lies in serving and caring for our patients.
The GDoH will also use the opportunity to showcase Nasi iSpani employment opportunities within the health system.
Members of the media are invited to the launch as follows: Date: Friday, 17 November 2023
Time: 11:00
Venue: Rhema Bible Church Cnr Rabie and Hans Schoeman Street Randpark Ridge, Randburg
Media confirmations can be made with Ms Ireen Manyuha at 082 440 5676 or Mr Gopolang Leepile on 072 827 9757.
For more information:
Motalatale Modiba, Head of Communication
Cell: 064 803 0808
