The federal government has emphasized the imperative for healthcare facilities to adopt institutional discipline and uphold public accountability as foundational principles to enhance the quality of their services.
Daju Kachallom, the Permanent Secretary of the Federal Ministry of Health and Social Welfare, highlighted that delivering outstanding service is not a matter of chance but the result of intentional effort, collaborative teamwork, and a steadfast dedication to consistently doing what is right.
This message was conveyed during the official inauguration of the SERVICOM Unit committee members at the Federal Medical Centre in Ikole Ekiti, the administrative center of Ikole Local Government Area in Ekiti State.
Leading the SERVICOM Unit is Dr. Olatunji Atoyebi, who serves as both the head and focal person, supported by approximately 15 unit leaders forming the committee.
Representing the Permanent Secretary, Rebecca Okon, Director of the Reform Coordination and Service Improvement Department, described this initiative as a strategic effort to deepen the hospital’s commitment to professionalism, superior service delivery, and effective complaint resolution.
“As a healthcare institution dedicated to saving lives and alleviating both physical and financial burdens, it is essential to uphold transparency, responsiveness, and rigorous ethical standards. These elements are crucial in improving public health outcomes and institutionalizing the hospital’s service charter alongside clear performance benchmarks,” Okon explained.
She praised the hospital for its proactive alignment with directives aimed at strengthening SERVICOM Units across Ministries, Departments, and Agencies (MDAs), urging senior officials and committee members to exemplify leadership through their actions.
Okon further urged the team to rigorously adhere to established standards in daily hospital operations. “Foster transparency, nurture mutual respect, and collectively strive to raise the bar for service delivery. Collaborate across departments to identify service deficiencies, address complaints promptly, and enhance patient satisfaction,” she advised.
In his remarks, Professor Dare Ogunlusi, the Medical Director of the hospital, described SERVICOM as embodying the fundamental values that define FMC Ikole-Ekiti.
Represented by Dr. Stephen Anya Onjefu, Head of Surgery, Ogunlusi emphasized the hospital’s commitment to delivering high-quality medical care with excellence.
Dr. Onjefu, who also chairs the hospital’s Anti-Corruption and Transparency Unit, stated, “We place great importance on our people and prioritize the welfare of our staff. Healthcare is not a privilege but a basic human right. It is the empathetic care we provide to the most vulnerable and the professionalism we maintain when confronted with challenges.”
He continued, “Our culture is rooted in accountability, responsiveness, and ongoing enhancement. The SERVICOM Unit acts as a crucial conduit, bridging the gap between patient expectations and the services we provide. It is a framework designed to help us recognize areas for improvement, celebrate our achievements, and ensure that every interaction, procedure, and moment of care meets the highest quality standards.”
Mr. Anthony Oshin, National Coordinator of SERVICOM, represented by Oyelude Nurudeen, Team Leader A from SERVICOM Presidency, reiterated that the Unit’s core mission is to enhance the quality of interactions between service providers and recipients.
