In its continued efforts in improving health service delivery the Office of the Ombudsman (OoO) in collaboration with the Quality Management Department of the Ministry of Health and Population is conducting a training for Hospital Ombudsman from the South East zone health facilities. The training was held at Palm Valley Lodge in Thyolo from the 17th to 18th of April, 2019.
A Hospital Ombudsman is an individual empowered to investigate, mediate and provide remedies to complaints lodged by service users, their representatives and other stakeholders in relation to a hospitals service. These Hospital Ombudsman are available in all public health facilities including CHAM health facilities. The primary focus of the Hospital Ombudsman is to receive and investigate complaints from service users on the quality of health service at the respective health facility. This includes but is not limited to delay, rudeness, incorrect advice and failure to adequately respond to emergencies.
This training for Hospital Ombudsman aims at equipping the Hospital Ombudsman with complaints intake and handling skills, what remedies to provide and how, conflict management and mediation skills and to enlighten them on what kind of cases they can and cannot investigate, and their roles and functions.
The Hospital Ombudsman being trained are drawn from health facilities in the south east zone which include: Queen Elizabeth Central Hospital, Mlambe Hospital, Malamulo Hospital, Thyolo District Hospital, Nsanje District Hospital, Neno District Hospital, Montfort Hospital, St Joseph Hospital, Ndirande Health Centre, Bangwe Health Centre, South Lunzu Health Centre, Kalemba community hospital, N'gabu Health Centre, Lisumbwi Health Centre.
Source: Office of the Ombudsman, Malawi