ASTANA – The heads of Astana’s Health Administration have called on city residents to actively participate in “The Best Doctor” and “The Best Nurse” campaigns. Citizens’ opinions will be crucial to determining the best representatives of the profession in May 2016.
The campaign started on Nov. 1 and the Astana Health Administration press service reported that winners will be determined in May. By contrast, health professionals who have patient complaints will be disciplined. The administration emphasises that it pays great attention to the zero tolerance principle in medicine, which is why the single informational medical call centre (telephone number 13-00 or 96-37-77) operates in the city, fielding calls and analysing individual requests. The centre, launched Aug. 3, operates 8 a.m.-8 p.m., Monday-Saturday.
All complaints accepted from capital residents concerning lines in hospitals, low-grade medical services, improper treatment from health professionals and violations of medical ethics are analysed by the call centre staff using the Here and Now principle. At the end of each month, the centre’s heads and experts discuss the structure of the accepted complaints.
“It is planned that the launch of the call centre will help eliminate long lines in municipal polyclinics and improve the quality of furnished medical services. The informational centre will help Astana residents to check the presence of medicines in city pharmacies and accept their complaints,” stated a representative of the Akimat (city administration).
An analysis of the calls showed Astana residents complain about the rude and neglectful attitude of the medical staff. A small quantity of complaints was also reported concerning the quality of medical services. The information was presented at the Coordination Council for Nursing Care Development on Oct. 28, where the problems of nurses’ advanced training were discussed.
Thirty-four medical bodies currently operate in the capital, including two city hospitals, two children’s hospitals and eight municipal polyclinics. The medical establishments furnish services almost free of charge. Private medical companies are quite developed in the city, too.