Hospitals in Ghana will soon have dedicated complaint desks established by the National Health Insurance Scheme (NHIS).
This was disclosed by Dr Bernard Okoe Boye, the Chief Executive Officer of the scheme, during an interview on Adom FM’s morning show Dwaso Nsem, Friday.
He explained that these complaint desks would be structured like pulpits commonly seen in churches, where individuals can share their grievances or experiences regarding the NHIS.
Dr Okoe Boye emphasized the importance of providing a platform for individuals to voice their concerns.
He stated, “Hospitals in Ghana will have desks installed specifically for receiving complaints and experiences related to the NHIS. Instead of using a short code, we believe in a more personal approach, where individuals are physically seen, resulting in a reduction of issues.”
He stated that the procurement process for the pulpits has been completed, and they are currently awaiting delivery.
Dr Okoe Boye elaborated, saying, “When you visit these hospitals, you will see our staff members standing behind the pulpits, ready to serve the people and listen to their experiences and concerns. We will begin implementing this initiative in large hospitals and focus on the Outpatient Department (OPD) section, as it is regularly frequented by patients.”
He also revealed that the staff members manning the pulpits have undergone extensive training and will work closely with the co-payments committee to ensure regular updates on hospital behaviour.
Dr Okoe Boye added, “Through this project, we aim to start a constructive dialogue with the public. We hope to commence the implementation of this initiative next month, and soon people will witness the presence of NHIS pulpits in various hospitals across the country.”
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