The Ministry of Health in Fiji is taking important steps to address patient complaints and enhance service delivery. Assistant Minister Penioni Ravunawa has emphasized that public feedback, particularly regarding the shortages of medications and gaps in frontline services, has prompted direct intervention initiatives. In some instances, he has personally delivered medication to patients in need, showcasing the ministry’s commitment to immediate action when required.
Ravunawa has encouraged citizens to utilize formal complaint channels, such as the ministry’s helpline, rather than expressing frustrations on social media. He explained that all health-related complaints should go through supervisory channels for them to be properly addressed. “There’s a process that follows along that line, and there are penalties that are tagged in the physical medical and dental act in the disciplinary process,” Ravunawa noted, emphasizing the importance of registering complaints for them to escalate through the appropriate channels.
Furthermore, he underscored the need for doctors and nurses to prioritize customer care in their interactions with patients. Dr. Alipate Vakamocea, President of the Fiji Medical Association, brought attention to the challenges of managing varying expectations between the public and medical professionals. He pointed out that while the public has certain expectations of the healthcare system, practitioners also have their own, which often do not align, leading to misunderstandings.
To tackle these issues, the Ministry is advocating for improved communication between patients and healthcare providers to enhance verification processes and transparency in service delivery. The focus is not only on resolving immediate complaints but also on fostering a supportive environment where healthcare standards can be raised.
This proactive approach signals a positive shift towards greater accountability within Fiji’s healthcare system. By facilitating better communication and encouraging community involvement in healthcare oversight, both the ministry and the public can work collaboratively towards meaningful improvements in health service delivery.
Fostering effective channels for complaints and a culture of accountability represents a hopeful step forward, as it aligns with the wider call for community responsibility in healthcare systems. Encouraging individuals to engage constructively with health services can contribute significantly to building a more resilient and responsive healthcare framework for all Fijians.
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