Lagos releases template for investigating complaints from healthcare facilities and the public

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An agency of the Lagos State Department of Health, the Health Facilities Monitoring and Accreditation Agency (HEFAMAA), has released a template for investigating complaints from health facilities and members of the public.

The model is also designed to facilitate the rapid delivery of justice and the protection of public health.

Speaking on the importance of the model, the Agency’s Executive Secretary, Dr Abiola Idowu, explained that he would inform the public about the process involved in registering their grievances with the Agency for action. fast.

She said the rate at which the Agency currently receives complaints against health care providers has been reduced to about two to three times a month from higher rates in previous years.

She added, “This can be attributed to regular monitoring visits to health facilities by the Agency which has encouraged many health facilities operating in the state to register with the Agency.”

Dr. Idowu, however, pointed out that petitions or complaints belonging to special categories that require urgent action by the Agency cannot necessarily be considered by following the steps.

“Petitions or complaints in particular categories that require urgent action by the Agency may not necessarily be investigated by following the steps. The Agency may take further steps to ensure prompt investigation of issues or allegations to facilitate justice and the protection of public health,” she explained.

The Executive Secretary thus outlined the following as the steps the Agency will take to deal with complaints and issues raised and, according to her, include: “receiving petitions from individuals, families, health institutions, members of the public, etc.

Notification of petitioner acknowledging receipt of petition and assurance that investigation is ongoing. A letter is written to the health facility for their response to the petition. Visit to the health facility for preliminary investigation and follow-up.

Request a summary case report from the health facility along with a copy of case notes, relevant protocols, records, etc. during the visit.

Meet with the petitioner to gather more facts and clarify some aspects of the petition that need clarification. Meeting with the health facility against which the petition was written.

Meetings with both parties (if necessary). Commitment of the relevant consultant to assist in the conduct of the survey (if necessary).

Communication of the outcome of the investigation to the health facility in the form of a warning letter, a reprimand letter, a sanction letter, e.g. downgrading, closure of the facility, etc

Implementation of recommended sanctions, e.g. downgrading, closing the facility, reporting the health worker to the relevant council or regulatory body. Follow-up to ensure recommended corrections of violations are implemented.

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