Niël Terblanché
The Ministry of Health and Social Services launched its Customer Service Charter on Monday to improve service delivery across Namibia’s public health sector.
Speaking at the launch in Windhoek, the minister of health and social services, Dr Kalumbi Shangula, described the charter as a fundamental step towards ensuring efficiency, accountability, and patient-centred care in all health facilities in Namibia.
“This Charter is not merely a document. It is our collective commitment and undertaking to serve the Namibian people to the best of our ability,” he said.
He added that the charter is a guiding tool that enshrines national standards for quality service delivery in public institutions.
According to the minister, the charter outlines the expectations of both healthcare staff and patients. For ministry employees, it serves as a framework detailing professionalism, responsiveness, and compassionate patient care.
“When a patient walks through the door of any health facility, they must be treated as an individual deserving of respect, dignity, and quality care—not a mere statistic,” he said.
He said the charter also informs patients of their rights and the level of service they should expect from healthcare professionals.
It ensures mechanisms for accountability and provides patients with recourse if their expectations are not met.
Shangula stressed that healthcare workers are required to wear identification tags, allowing patients to report poor service to facility heads or customer care offices.
He said the launch of the charter comes at a time when the Namibian government is investing heavily in strengthening the country’s healthcare system.
“The importance of maintaining a resilient and robust healthcare system cannot be overstated, especially in the aftermath of the Covid-19 pandemic,” he said.
He also pointed to the government’s five-year plan to enhance health infrastructure, workforce capacity, and medical technology, running until the 2027/2028 financial year.
According to Shangula, good progress has been made in strengthening human resources for health.
The minister pointed to the National Human Resources for Health Strategic Plan 2020–2030 as a key framework guiding the equitable distribution of health personnel.
“In the last month alone, we have recruited 40 new doctors for both Oshakati and Katutura Intermediate Hospitals, with additional staff deployed nationwide,” he said.
He added that Parliament recently passed the Health Professions Act 2024, which aims to improve workforce regulation and deployment.
Shangula also cited improvements in infrastructure and service expansion, with over 75% of Namibia’s population now residing within a 10-kilometre radius of a health facility.
New primary healthcare centres have been established in various regions, including the Kunene, Zambezi, Kavango East, and Omusati regions.
Additionally, the introduction of intensive care units in all 34 district hospitals, along with dialysis services in key regions, marks a step forward in enhancing specialised care.
The minister did, however, acknowledge ongoing challenges, particularly concerning service delivery and staff conduct.
“Feedback from patients often highlights poor work attitudes or behaviour among health professionals that do not reflect the values we espouse,” he said.
He added that the Customer Service Charter directly addresses these concerns by reinforcing transparency, accountability, and responsiveness to public feedback.
Shangula urged all healthcare workers to embrace the principles of the charter and uphold the highest standards of service delivery.
“Our staff members must understand that their behaviour shapes and reflects the Ministry’s public image and the experiences of our patients,” he said.
He also called on the public to respect healthcare workers and collaborate in creating a harmonious healthcare environment.
“With this commitment, we have paved the way towards a healthier future for all, embodying our vision of being a leading provider of quality healthcare and social services in line with international standards,” he said.
