Department Overview:

SERVICOM is derived from two English term SERVICE and COMPACT.
Service refers to the provision of assistance or support to the citizens by public
institution like hospitals.

Compact implies an agreement or commitment to deliver quality services.
Together, SERVICOM represents a commitment to deliver quality services to Nigeria, promoting transparency, accountability and responsiveness.
The SERVICOM unit is headed by a Nodal Officer who reports directly to Medical Director in the discharge of his duties.

Objectives of SERVICOM: (core mandate) includes
Improve service delivery
Enhancing patient satisfaction
Promoting transparency and accountability
Addressing patient grievances

Functions of SERVICOM Officers:
Nodal officer oversees SERVICOM activities, ensuring compliance with guidelines
Customer Relations address patient concerns, providing empathetic support
•Service promotion educate patient on available services and hospital polices.

Staff Strength: At the moment, the unit have a total of Ten (10) staff.
Services Rendered: SERVICOM officers are typically stationed at the following service windows:
Medical
Main Reception/Entrance to A&E, they greet patient address initial queries.
Outpatient Department, G.O.P.D where first timers (patient, to the hospital for the first time) are attended to. SERVICOM officers at this outlet, help, support patient accessing services and the 5.0.P.Dwhere patients on follow up are equally supported in accessing services.
In-patient ward, SERVICOM officers address concerns of admitted patient

Pharmacy/Diagnostic Areas,SERVICOMofficers assist with service issues

Complaint/Feedback Desk (Glass officer), this is a dedicated space for grievances.

In addition, SERVICOM guidelines for desk officers include:
a. Complaint Handling: Receive and address patient complaints, ensuring prompt resolutions.
b. Customer service: provide information support and guidance to patients and relatives.
c. Services improvement: collaborate with departments to enhance service delivery and patient satisfaction.
d. Feedback Mechanism: Collect and analyze feedback to inform service improvement
e. Transparency: Ensure patient are informed about service, costs and their rights
f. Confidentiality: Maintain patient confidentiality and handle complaint discretely.

Cherter Desk officer (08039710629)
Complain Desk officer (08130670190)
service improvement desk officer (08066050054)