Episode 71 of the SERVICOM Help Desk Radio Programme held on 4th June 2019 with the National Coordinator /Chief Executive SERVICOM, Mrs Nnenna Akajemeli appreciated everybody in the studio and wished them barka da sallah, saying “today is a special day so we appreciate God and add our voice to all the greetings we have already received and say barka de sallah to all the Muslim faithful’s globally”.
She appreciated the Ordinary president for the platform and all the people that have been spreading the SERVICOM message, according to her, “this is where people that have not heard of SERVICOM are hearing about it, and from here we get visibility, we reach out and engage with service takers, all for the cause of a better Nigeria where services will really serve the people”
She noted that the episode was dedicated to getting feedback from the public on the services of the National Health Insurance Scheme as was the consensus agreement the previous week and said the feedback would be tabled before the management of the Scheme who will also be invited to feature in the programme to give clarifications and more explanation on their service delivery processes.
A caller, Mr Mohammed complained of being asked to go out and buy drugs that have high amount but the ones with little amount are given to him while Mr Ogbonna udu in the studio said they ask for money to run test for his wife without giving her eye glasses.
Another caller from Suleja . Mrs Lydia, a Nurse said NHIS does not pay the hospital after treating their patients are being treated, saying that this has made some hospitals to pack up, she however expanied that not every ailment is covered by NHIS saying, “some patients want almost everything even like caesarean sessions (CS) to be done with just N3500”
Consultant Iyke in the Studio observed that it takes time to be attended to as an NHIS patients, whereas insurance is about paying just a little to get adequate services when the need arises.
A caller, Mr Usman said the Health Management Organization (HMOs) do not remit money as and when due to hospitals and that there is no display of the services they render to patients, he further observed that phone calls are not picked most times.
The SERVICOM Awareness Manager Ms Patience Musa , said the essence of the episode was to harvest complaint and service delivery gaps from people and take back to NHIS , adding that complaints will be minimized when more clarification and information is given to citizens through various information platforms of the Scheme.
The National Coordinator appreciated all the feedback and said more reactions could be channelled to the SERVICOM Office through the phone or the SERVICOM social media handles.
“The bottom line is people are not happy with the services they get, this is health that we are talking about, this shows a gap, let them engage with the HMO’s and step up their game so that services can improve. As we give out our numbers, if you have received good service from NHIS say it or if you have not say it as it is so that we can look into both sides, the overriding aim is for improved services so our next step is to convey all of these to NHIS management ”, she concluded.
Mr. Tony Ochelebe , SERVICOM Complaint Officer gave out the SERVICOM phone numbers as 08106419581and 08153566084.