THE EDITOR, Sir:
Permit me the opportunity to respond to your timely Letter of the Day of Tuesday, October 29, 2013, titled 'St Ann's Bay Hospital horror'.
Without a moment's reflection, let me express my deep concern for the main thrust of the letter: the matter of good customer service. All the infrastructural and technical improvements (some of which Ms Kesreen Dillon alluded to) that are in train for the St Ann's Bay hospital will come to naught if customer satisfaction is not a central focus and an ultimate goal.
In addition to the massive expansion programme, St Ann's Bay Hospital will benefit from a new Electronic patient administration system (ePAS ) to be piloted in eight locations across Jamaica (including St Ann's Bay), beginning March 2014.
In addition, we will be putting in new X-ray machines by year end. This will assist in improving the customer experience as staff interface with patients.
Regarding the specific incident, an immediate investigation was conducted. The hospital staff contacted Ms Dillon and extended regret for her dissatisfaction with the service. She was advised that she would be contacted within 14 days with an update.
Ms Dillon was also encouraged to write to the hospital formally so that the complaints-management procedure could be further engaged.
I would like to encourage persons with any complaints about the St Ann's Bay Regional Hospital to call the customer-service lines at 972-2272, ext 376 or 435, to voice their concerns. The hospital staff are ultimately there to serve you.
Minister of Health