KINGSTON, Jamaica – Ministry of Health, Dr Christopher Tufton this afternoon highlighted the need to re-examine the processes and procedures for addressing complaints in the public healthcare system to ensure a speedy response, fairness and transparency.

The minister, who was making his contribution to the Sectoral Debate in the House of Representatives, stated that of the 2,821,747 visits to public health facilities in 2015 there were 140 complaints and with 2,881,966, visits in 2016, 173 complaints were lodged.The figures represent an approximately 0.005 per cent and 0.006 per cent of the visits for 2015 and 2016 respectively.Tufton noted that based the data healthcare professionals are not performing badly even though one complaint is one too many. “At the same time however, I am willing to accept that not everyone who is dissatisfied lodges a complaint, so the figure might be higher”.According to the minister, 16 per cent of the 140 complaints received in 2015 were resolved, 17 per cent closed, 58 per cent still under investigation, and nine per cent awaiting additional information.During the corresponding period in 2016, where 173 complaints were lodged, 28 per cent were resolved, 26 per cent were closed, 44 per cent still under investigation and two per cent awaiting additional information.When the complaints were disaggregated by category, the highest proportion in 2016 were due to quality of clinical care (QCC) 26 per cent; access, 19 per cent; communications, 14 per cent; and corporate services (to include administrative actions of a hospital/health service, state of physical surroundings/environment, concerns such as general condition of public bathrooms/waiting area, and telephone services), 14 per cent, Tufton detailed.In the same period in 2015, they were access, 21 per cent; QCC, 21 per cent; corporate services, 13 per cent; professional conduct, 12 per cent; and communications, 11 per cent.Tufton expressed that just as every Jamaican has the right to accessible health care, likewise, everyone who enters our facilities should be treated with respect, courtesy and dignity.However, he said similarly, hospital staff, including doctors and nurses must be given respect and courtesies, noting that we have had too many incidences of hostility and events of violence against health care workers.Shanica Blair