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Evaluation Report

 

Highlights of SERVICOM Evaluation Reports of Government Agencies 

  •  Federal Medical Centre, Owo
  • The Federal Medical Centre, Ido-Ekiti (General Outpatient Department) 
  • The Federal Medical Centre Yola
  • Standards Organisation Of Nigeria (Son)

 

S/N

Agency

Rating

Major weakness

Major strength

Recommendation

1

Federal Medical Centre, Owo

1.6 out of 4 (40%)

Most frontline staff are not trained on complaint handling.

A system does not exist to monitor waiting times

 

 

o              All frontline staff should be trained on complaint handling. This will help them to handle all sort of complaints promptly;

o              Management should provide refreshment facilities e.g. water dispensers at all           patients waiting areas. This will help to assuage the thirst of patient

 

2

The Federal Medical Centre, Ido-Ekiti (General Outpatient Department)

1.7 out of 4 (42.5%)

 

Summary of budget, expenditure and audit reports are not published and provided in the public domain for the benefit of the public.

The Hospital has not provided suitable facilities for customer’s privacy especially during consultations.

 

 

·         The Hospital should provide refreshment facilities (i.e.) water dispensers at all patients’ waiting areas. This will assuage the thirst of patients ;

·         Frontline staff should be trained to handle complaints, this will ensure that customers’ complaint are promptly treated;

Recorded complaints should be analysed and published for the benefit of customers

 

3

The Federal Medical Centre Yola

 

                 2.2 out of 4 (55%)

 

·         Systems are not in place to monitor performance against all standards;

·         No refreshment is provided in the customers’ waiting areas;

·         The Hospital does not publish information for the benefits of those who do not understand English;

 

·         Customers can reach the service without difficulties and there are no physical or bureaucratic obstacles.

·         Services are provided throughout the advertised times.

·         The Hospital Sets Standards for customer care

 

·        Systems should be put in place to monitor performance against all standards. This will enable the hospital to ensure that its standards are strictly complied with;

·        Management should provide water dispensers at all patients’ waiting areas. This will assuage the thirst of patients and staff;

·        The Hospital should publish information in other Languages for the benefit of customers who may not understand English Language;

4

Standards Organisation Of Nigeria (Son)

 

 

2.7 out of 4 (68%)

·         There are no directional signs to direct customers to different services at all the service windows visited.

·         Budgets, expenditure and audit report are not published and kept at the public domain. 

 

  • Standards are set for all main services provided by the organisation.

 

  •  Staff are observed to be polite and friendly to customers.

 

  • Services are provided throughout the advertised time.

 

 

·         There should be directional signs to the service outlets for easy access to services.

 

·         SON should publicise its budget and keep at the public domain for the purpose of accountability.

 

·         A system should be put in place to monitor waiting times.

 

 

 

 
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