2nd May, 2012

This is to correct distortions and outright falsehood in an article which appeared on your network on Monday, April 16, 2012 with the above headline. It is also to allay public fears created by the publication.

The article stated in the paragraph three that ‘it is a tragedy that people using the NHIS scheme are given less attention’. This assertion is not accurate since Health facilities do not differentiate in respect of care offered to NHIS and non-NHIS clients. We should all appreciate the fact that NHIS management entails some bureaucracy (validation of NHIS cards, accurate and thorough documentation) which could sometimes be time-consuming resulting in long waiting times. These processes will be expedited with the introduction of ICT platform which the hospital is currently taking steps to provide. Merely following the required processes does not mean we give less attention to NHIS card bearers.
Reference was made to a situation where patients were made to pay bribes to see a doctor early or go through a ‘nightmare waiting time’ of nearly eight (8) hours. The management of the Korle Bu Polyclinic cannot vouch for the good conduct of every staff and therefore has taken steps to provide our clients the opportunity to communicate their concerns to management. This has been ensured by the provision of an INFORMATION AND COMPLAINTS DESK at the OPD manned by two staff who report directly to management of the Korle Bu Teaching Hospital through the office of the Public Relations Unit. The Management at the Polyclinic operates an open door policy and many clients who have accessed care have given us useful feedback through this channel and other informal channels. Some of these have been very encouraging and motivating while others have alerted us to areas where we have fallen short and therefore required serious attention.
It is instructive to note that there is high patronage of our services coupled with the fact that, the Clinic attends to emergencies round the clock alongside the regular Clinic. It should also be appreciated that more time is spent in attending to these emergency cases which are priority cases and as a result, other patients who may have reported earlier have to wait longer before being seen.
We also wish to state that, no patient is charged money to have the blood pressure, temperature, pulse and body weight checked. However, emergency cases and patients with diabetes mellitus as part of their evaluation require a Random Blood Sugar (Rbs) Test done which costs GH¢3.00. The determination of blood sugar level of critically ill patients as well as Diabetics who report to the clinic is standard practice. It should be appreciated that this initiative to ensure good clinical care of our patients should be emulated by clinics or centres that are not already doing that.
It is unfortunate that the writer, who we believe is doing his civic responsibility by raising these issues, would want to pitch the clinic against the Government. Health care delivery and the plight of our citizens affiliated with one health condition or the other should not and never be tainted with any political coloration. We are not oblivious of the efforts of Government to support health institutions in carrying out their mandate and we pledge our support in this endeavour. It is our committed desire to partner and cooperate with any person or institution to provide the optimal medical care our citizenry and all others accessing health care deserve.
Just like in every human institution, there are bound to be a few who may display conduct that goes against the collective resolve of the corporate body’s ethos. It is our belief that the generality of the workforce are committed to good behavior and the cardinal principles of good customer care, which are at the heart of service delivery.
The management of Korle Bu Polyclinic operates an open door policy of administration and welcomes any constructive criticisms and ideas that would foster good staff/clients relationship.