On Wednesday, February 9, the governor of Lagos State, Babajide Sanwo-Olu, officially commissioned the newly constructed ‘Senator Oluremi Tinubu Primary Health Care Centre’ located in the Amuwo-Odofin Local Government Secretariat, along 41 Road in FESTAC Town.
I was pleased to find out that apart from the beautiful exterior of the building complex, the interior was also very well furnished, with fine works of art used to decorate various parts of the walls, etc.
On arriving at such a beautiful and well equipped facility, one would expect to be treated to a warm welcome. But on the contrary, my first contact with the beautiful facility turned out to be the greatest put-off.
I greeted the receptionist and politely asked to see a doctor. Although probably busy with some task, I expected that she would at least respond, either to ask me to sit down and wait or ask me to pick a card containing the serial number with which people waiting to see a doctor would be attended to. But I neither received a response nor did I get any direction!
I waited until she was through with whatever she seemed to be doing. Even then, she neither looked my way nor give any response to my request. So, I asked again, and guess what? She responded in a very blunt/angry manner, asking me to pick a number. I was totally taken aback by the response! My initial feeling of happiness at seeing the beauty and welcoming environment was immediately dampened by such a poor response and attitude from the receptionist.
Another lady who had been seated all the while before I came in, quickly rushed to pick up a number, suggesting that she had been sitting there all the while, and like me, wanted to see a doctor also, but didn’t know what to do, or probably hadn’t been given any attention when she arrived.
I would like to make some suggestions, especially regarding the quality of staff that are recruited to the front desk personnel especially for public establishments. I suggest that they be given proper and adequate training to guide them in their interactions with members of the public. Also, if they are not properly paid, this should also be looked into. They should also be monitored from time to time, to ensure that they have and maintain a proper attitude toward their work, especially when it has to do with members of the public.
I have heard of SERVICOM, and I think that places like the Primary Health Care Centres and so on, should have such things in place. People need to be served right! Also, I think that placing suggestion boxes and complaints/report boxes in strategic locations within such establishments can help to improve service delivery and discourage the poor attitudes usually exhibited by some of the staff of these public establishments.
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