GPHC help desk resolved 285 grievances, 26 complaints last year

A Help Desk to resolve complaints made by patients regarding the service offered at the Georgetown Public Hospital Corporation (GPHC) was established in 2013 but now there is a designated ‘orange office’ for this purpose.

Since the building was erected, some 285 grievances and 26 complaints were resolved last year as it is an avenue to address dissatisfaction with the services offered.

The hospital’s Quality Improvement Manager, Erwinetta Austin-Grant told the News Room on Wednesday that a designated area painted in orange was put in place for this purpose in September 2023, with a 24- hour operating schedule.

With the distinct building up and running, a total of 20 grievances were reported during the first quarter of the 2023, 39 were made in the second quarter, 93 were made in the third quarter and 133 were made in the fourth quarter.

The Quality Improvement Manager said this area focuses on ensuring that the services provided are improved where needed.

“For us to improve on our quality we need to hear from the persons we are giving it to.

“A lot of times we think ‘it’s a hospital, what can the customers say to make things better?’ And trust me, we will have a lot of systematic changes arise from customers’ feedback and that’s how it ties in,” the Quality Improvement Manager said.

As the Quality Improvement Manager, she works with the doctors, the board of directors, the nursing staff and all other divisions at the hospital to ensure that systems are improved when complaints or grievances are made.

Austin-Grant explained that complaints are major reports that need to be investigated and are often the more serious matters. The grievances are minor issues that can be resolved within the department. She said there have been instances where disciplinary action had to be taken and the hospital is not opposed to this because its goal is to provide a service that meets international standards.

“All of our complaints for last year were resolved, we have the official complaints which was 26.

“Some varying from minor issues to major issues which led to disciplinary actions with healthcare workers. We resolved all, we meet with them and ask how we can improve the services, a lot had to do with professionalism and people not fully understanding what was to be expected of the system, there was a breakdown of the communication processes,” Austin-Grant said.

Austin-Grant also said the hospital continues its efforts to improve services through the numerous training and partnerships that the staff undergoes.

Last week a section of the hospital was redesigned as a waiting area for persons. These are all efforts to promote a comfortable atmosphere for the patients and visitors.

To contact a hospital representative persons can call 226-6249, 227-8210 or 227-8245 (ext. 1148) or WhatsApp 701-4742 or send an email to help@gphc.gov.gy.