INTRODUCTION
Blantyre Adventist Hospital (BAH) is a well-established health facility of the seventh-day Adventist Church. It is under the Malawi Union Conference. It was established in 1974 and operates as self-supporting institution.
SCOPE
Our services are available to everyone from Blantyre, Southern Region, Malawi and beyond our borders.
SERVICES PROVIDED
- Surgical
- Medical
- Maternity
- Pediatrics
- Dental
- Laboratory
- Radiology
- Intensive Care Unit (ICU)
| - Emergency Care
- Pharmacy
- Under 5 Clinics
- ART
- Nutrition & Dietetic
- Hemodialysis
- Physiotherapy
- Covid Centre
- Ear, Nose and Throat (ENT)
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CUSTOMER SERVICE FEEDBACK
The hospital has an ombudsman who is also the Quality Manager for the hospital. You can contact him through the following methods:
Mr. Patrick Gausi
Quality Manager/Ombudsman
TEL: +265884 416 635/+265993 826 414
EMAIL: ombudsman@bah.adventist.org
PATIENT RIGHTS AND RESPONSIBILITES
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| RIGHTS | RESPONSIBILITIES |
Access to healthcare
To be able to access health care and medicines provided by a
trained and competent health professional. | Choice and a second opinion
People can attend any health facility they choose and
if they’re unhappy with the first health worker they see, they can ask to see another. | Adequate information and health education
Patients are entitled to be told what is wrong with them, be informed about how to take the medicine they are prescribed and possible side effects. | Informed consent/refusal of treatment
If a patient is to be operated on, they should be told about its purpose and the possible risks. They have the right to refuse the operation but need to sign a document saying that they consent or refuse. | Participation/representation
Everyone has the right to discuss their health/treatment with the health worker and to be represented by members of community when there is discussion about the type and quality of services provided at the health facility. | Respect and dignity
Everyone must be treated with kindness, consideration, respect and dignity. | A guardian
Children should be accompanied by an adult when attending the health facility. | Privacy and confidentiality
No one should disclose information about a patient’s health status without the patient’s permission except under extreme conditions e.g., if they are unable to speak for themselves. | A safe environment
Everyone is entitled to a safe and clean health facility. | To complain about health services
Everyone has the right to complain if they are unhappy about the health care they receive. Complaints must be investigated and response given to the person who complained. |
| | 1.dhere to the hospital’s rule and regulations | | 2.being courteous, polite and respectful of our employees | | 3.respecting the rights of, and provide courtesy towards, other patients | | 4.using appropriate channels for customer requests, complaints and compliments than using online social media channels for general dialogue | | 5.telling us where we fall short on our service in any aspect so that we may improve our services to you | | 6.helping us recognize our employees by telling us when you have received excellent customer service. |
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IMPROVING THE QUALITY OF OUR SERVICE:
We will measure and improve the quality of our service by-- conducting monthly ‘Customer Satisfaction Monitor’ survey
- obtaining feedback from the community using feedback forms and customer service surveys
- implementing quality training and coaching activities for our staff
- using key performance indicators in corporate and strategic planning
- recognizing our staff for customer service delivery excellence
AVERAGE PATIENT WAITING TIME Registration - 6 minutes Vital Signs - 12 minutes Consultation - 33 minutes Laboratory - 55 minutes Radiology - 32 minutes Cashier - 10 minutes Pharmacy - 6 minutes For more information, please use the following contacts: Kirby Kasinja Chief Executive Officer P.O. Box 51 Blantyre Tel: +265 1 820 488 Email: info@bah.adventist.org | Emma Varona Medical Director P.O. Box 51 Blantyre Tel: +265 1 820 488 |
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