NEW COMPLAINTS MANAGEMENT PROGRAMME TO STRENGTHEN ACCOUNTABILITY IN HEALTHCARE
The Ministry of Health and Social Services has launched a new Standard Operating Procedure (SOP) for the management of complaints, aimed at strengthening accountability, improving service delivery and restoring public confidence in Namibia’s healthcare system. Launching the SOP in Windhoek, Health and Social Services Minister Dr Esperance Luvindao described the initiative as a fundamental shift in the culture and operations of the ministry. “We are launching a new covenant between the Ministry of Health and Social Services and the Namibian people,” said Dr Luvindao.
Dr Luvindao acknowledged longstanding concerns raised by the public regarding healthcare services, including resource constraints, shortages of critical supplies, deteriorating infrastructure, allegations of unprofessional conduct, poor communication and instances where patients felt they were treated unfairly. She further expressed concern over reports of patient confidentiality breaches, including the unauthorised sharing of patient videos on social media. Despite these challenges, the Minister commended the thousands of healthcare workers who continue to provide quality care under difficult circumstances. She highlighted numerous examples of dedicated nurses, doctors and support staff who go beyond the call of duty to assist patients, describing these efforts as “pockets of excellence” that should become the standard across the healthcare system.
- Ministry of Health and Social Services
Welcoming the launch of the SOP for the management of complaints, Registrar of the Health Professions Council of Namibia, Dr Cornelius Weyulu, said the initiative demonstrates the Ministry’s commitment to strengthening public trust and confidence in healthcare service delivery. “Timely acknowledgement, investigation and resolution of complaints are not merely administrative obligations; they are essential elements of patient-centred care and good governance,” he said. He further stressed the importance of maintaining confidentiality throughout the complaints management process, noting that complaints often involve sensitive personal, clinical and professional information.
According to Dr Weyulu, patients must be assured that information shared during investigations will be handled responsibly and discreetly. At the same time, healthcare professionals are entitled to procedural fairness and protection from premature public scrutiny while allegations are being assessed. He further cautioned against viewing the complaints management system solely as a disciplinary tool. While accountability remains important, he stressed that the process should also serve as a mechanism for learning, professional development and continuous improvement within the health sector.
The new SOP introduces a structured Red, Amber and Green triage system to ensure complaints are assessed according to their level of risk and urgency. Under the system, category one complaints, which include allegations of abuse, negligence or deaths linked to patient care, must be reported immediately to the head of the health facility and escalated to senior management within 24 hours for urgent investigation, while category two and three complaints will focus on service delivery issues affecting patients’ daily experiences, including long waiting times, cleanliness concerns and administrative delays.
To support implementation, the ministry has recruited customer service officers at major health facilities, with plans to expand the programme to all public healthcare institutions. The launch was accompanied by a virtual training programme which included customer service officers, regional directors, medical superintendents, nurses and clinicians to ensure a common understanding of the new procedures.
