KINGSTON, Jamaica — The Ministry of Health and Wellness has officially launched its Citizens’ Charter and Wait Experience Programme, aimed at improving customer service and strengthening public confidence in the nation’s healthcare system.

It is a formal commitment by the ministry to deliver high-quality, people-centred healthcare services across the island’s more than 300 health centres and 24 public hospitals.

Speaking at the launch, held on May 13, at the Courtyard by Marriott Hotel in New Kingston, Portfolio Minister, Christopher Tufton, said the programme represents the creation of a new unit within the ministry that will focus specifically on enhancing the patient and client experience.

He noted that while principles of customer service and patient care have long existed within the public health system, the new structure is intended to ensure those principles are consistently applied and enforced across all facilities.

“The reality is that health has always had the fundamental principles captured around customer service, captured in the patient charter of rights and responsibilities,” the minister said.

He stressed that patients must be aware not only of their rights but also of their responsibilities, adding that healthcare workers should not face abuse while administering care. At the same time, he underscored the need for compassion, noting that “therapy really should start at the gate, not right on the prescription pad”.

Tufton explained that systems are already in place to address complaints and concerns raised by patients and their families.

These include customer service representatives stationed in hospitals and health centres, supervisors, regional health authorities, and escalation channels to the ministry’s corporate office. He acknowledged, however, that the mechanisms have not always functioned as effectively as intended, prompting the establishment of the new department to improve accountability and responsiveness.

The minister pointed out that Jamaica’s public health system recorded nearly three million visits last year, with more than 1.5 million visits made to health centres and approximately 1.3 million to hospitals. He said the figures demonstrate that the country’s emphasis on primary healthcare and prevention is working, as more Jamaicans are seeking care at the community level rather than waiting until illnesses become emergencies.

Despite the large number of successful interactions within the health system, Tufton acknowledged that even a single negative experience can damage public confidence. He noted that dissatisfied patients often turn to traditional and social media to publicise grievances, particularly when they feel there is no adequate recourse within the system.

The minister said one of the first tasks of the new unit will be to change public perception by ensuring Jamaicans understand that complaints can be addressed through established channels before escalating issues publicly.

Addressing the issue of waiting times, Tufton said delays are unavoidable in healthcare systems worldwide, but the experience of waiting must be improved through communication, empathy, and timely responses.

He explained that patients waiting for treatment are often anxious and fearful, and healthcare workers must approach each case with an understanding of the emotional distress involved. “Every client that comes in is of the view that either them or the relative that they carry is on the verge of death,” he said, emphasising the need for healthcare personnel to respond with sensitivity and professionalism.

He also highlighted the importance of staff welfare in delivering quality customer service, arguing that healthcare workers must themselves operate in supportive environments. He said the ministry will place greater emphasis this year on improving staff lounges, rest areas, and workplace amenities in hospitals and health centres.

Tufton further stressed that accountability will be central to the programme, with unannounced inspections, performance assessments, and stronger enforcement measures for underperforming institutions and personnel. He said the ultimate goal is to ensure that Jamaicans receive not only effective clinical care but also psychological support and dignity throughout their healthcare experience.

—    JIS