The customer care directorate hosted a two day Provincial Complaints Committee (PCC) training session from 13 to 14 July 2009 in Port Elizabeth.
The main objectives of the training were to capacitate and empower members of the PCC and ensure collective ownership of the complaints management system.
Senior Manager, Customer Care Directorate, Mr Mncedisi Javu said the training was also meant at clarifying roles of engagement in the complaints management system and also aims to build integrity of PCC. “Once this is done it will improve integration of services thereby preventing a silo mentality,” Javu added.
The role of the PCC is to analyse class one for death cases and class two for clinical negligence complaints. “In doing analysis we look at trends and rate of occurrence in various institutions and the rationale behind this is to identify gaps and deficiencies so as to prevent recurrence of the above mentioned,” he said.
Javu added that this was an attempt to bring an improvement in service delivery and to bring an improvement on the image and the reputation of the department.
Through this committee, the department intends to work in an integrated manner so as to achieve a common objective and vision, namely provision of quality health care services so as to better the lives of the poorest of the poor citizens of the Eastern Cape and also to have a collective ownership by the members of the PCC.
An effective complaint management system is an essential part of quality improvement in the public service delivery. Complaints are valuable source of information that organisations can use to improve services. Driving quality improvement by effective complaints management has been adopted and implemented by the Department of Health.
Issued by: Department of Health, Eastern Cape Provincial Government
17 July 2009
Source: Department of Health, Eastern Cape Provincial Government (http://www.ecdoh.gov.za/)
