Patience Makwele
Health Minister Esperance Luvindao has acknowledged growing public frustration over conditions in Namibia’s public health system, including allegations of negligence, poor communication, discrimination, and the unauthorised sharing of patient information.
The admission came as the ministry unveiled a new complaints management system aimed at improving accountability.
Speaking at the launch of the ministry’s Standard Operating Procedure (SOP) for the Management of Complaints in Windhoek on Wednesday, Luvindao said the ministry could no longer ignore concerns repeatedly raised by patients and their families.
“For too long, the headlines in our national media have painted a distressed picture of our public health institutions. We have heard the cries of the Namibian people,” she said.
Luvindao cited reports of resource shortages, deteriorating infrastructure, allegations of neglect, poor communication between healthcare workers and patients, and claims that treatment is sometimes influenced by social status rather than medical urgency.
“Perhaps most painful are the reports of unprofessionalism, allegations of neglect, poor communication, and the heartbreaking claim that treatment is sometimes based on social status rather than medical urgency,” she said.
She also condemned incidents where patient videos and information were shared on social media without consent, describing such actions as a violation of trust.
The minister said the new complaints management framework is intended to address longstanding weaknesses that have left patients feeling unheard and forced many complaints to be escalated directly to senior ministry officials.
Under the new system, complaints will be classified according to severity and handled within strict timelines.
Cases involving allegations of abuse, negligence, or deaths linked to healthcare services will be categorised as high-risk complaints and must be reported to facility management immediately, then escalated to senior ministry officials within 24 hours.
Other complaints relating to waiting times, cleanliness, staff conduct, and administrative delays will be handled through a structured reporting process beginning at facility level before moving through district, regional, and national structures where necessary.
“No voice should be ignored. We are tightening the net of accountability to ensure serious errors are investigated timeously,” Luvindao said.
The ministry has also begun recruiting customer service officers to serve as dedicated points of contact for patients and families at public health facilities.
According to Luvindao, the officers will be responsible for registering complaints, tracking their progress, and ensuring complainants receive feedback.
“We are building a culture where a complaint is not viewed as an insult but as a vital piece of data that tells us where our system needs improvement,” she said.
The move comes amid increasing public scrutiny of healthcare services, with patients frequently raising concerns over staff attitudes, long waiting times, medicine shortages, and the quality of care at public facilities.
While acknowledging the challenges, Luvindao defended the majority of healthcare workers, saying many continue to provide quality care despite difficult working conditions.
“There is another side to the story that rarely makes the front pages. We continue to receive testimonies from patients who have experienced what I call pockets of excellence within our system,” she said.
Health Professions Council of Namibia Registrar and Chief Executive Officer Dr. Cornelius Weyulu welcomed the initiative, saying effective complaints management is critical to strengthening public confidence in healthcare institutions.
“Timely acknowledgement, investigation, and resolution of complaints are not merely administrative obligations. They are essential elements of patient-centred care and good governance,” Weyulu said.
He stressed that complaints should not be viewed solely as a tool for punishment but also as an opportunity to improve healthcare services and support professional development among health workers.
“Complaints, when managed constructively and fairly, provide valuable insights into systemic challenges, communication gaps, procedural shortcomings, and opportunities for improving patient care,” he said.
Luvindao said the ministry would closely monitor implementation of the new system and expects improvements in service delivery as healthcare facilities become more responsive to patient concerns.
“The path to a responsive health system is paved with the voices of our patients,” she said.
