West hospital staff pledges to serve community with a smile

The Pretoria West District Hospital recently became the latest facility to join the “I Serve With A Smile” campaign which was launched last year.

Hospital staff members pledged to showcase their commitment to the community they serve and support the upcoming National Health Insurance (NHI) Bill implementation on April 12.

“The goal is to create a welcoming and supportive environment for patients, making them feel valued and cared for. The campaign serves as a proactive means/strategy to address patient dissatisfaction, resolve complaints and foster a positive working environment among colleagues,” said acting CEO Lillian Madiba.

The campaign was launched in late November 2023.

This was after the provincial health department noted an increase in patient complaints in the second quarter of the 2023/24 financial year.

Gauteng health facilities recorded 748 complaints from patients, their families and the public, an increase from 640 in the first quarter.

Madiba emphasised the importance of always wearing a smile when dealing with patients, which also has a personal gain for employees as “smiling increases mood-enhancing hormones while decreasing stress-enhancing hormones”.

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During the pledge signing, there was a short demonstration of how negative and positive attitudes can affect patient experiences.

The CEO embarked on walkabouts throughout the hospital, leading and pledging other employees at different service points or wards.

These walkabouts will continue throughout April to ensure that the majority of the employees are involved and take the pledge.

The CEO also mentioned the upcoming NHI Bill which is set to be implemented soon and how the pledge fits in with the bill’s values.

“With the department aiming at implementing the NHI bill which will ensure inclusive and accessible healthcare services for all South Africans, this is a relevant campaign,” Madiba said.

“Healthcare service remains a basic human right need and no citizen should be deprived of this need irrespective of their social standing and socioeconomic status. We all deserve an opportunity to be afforded comprehensive and responsive healthcare services and the NHI bill aims to fulfil this,” Madiba concluded.

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