Health ministry launches complaints system to improve accountability

The Ministry of Health and Social Services has introduced a new complaints management system aimed at improving accountability, responsiveness and service delivery at public health facilities.

Speaking on behalf of health minister Esperance Luvindao at the launch of the standard operating procedure (SOP) for the management of complaints in Windhoek on Wednesday, deputy executive director Theo-Ben Kandetu said the initiative represents a “fundamental shift” in how the ministry responds to concerns raised by patients and members of the public.

“Today, we are not just launching a document; we are launching a new covenant between the Ministry of Health and Social Services and the Namibian people,” Kandetu said.