Peoples’ perception on public services – Functioning of HM&FW Dept. - Certain instructions – Issued.
HEALTH MEDICAL & FAMILY WELFARE (G1) DEPARTMENT
Read the following:-
1. CMP 6597/N/CMP/2002, dt.18.10.2002 addressed to M(HM&FW)
2. Govt.Memo.No.18929/G1/2002-1, dated 21.08.2002.
O R D E R :
The details from feed back of people’s perception on public services provided by HM&FW Dept. communicated vide reference first cited is enclosed herewith. (annex) As would be seen there from health care net improvement rating index is positive in Khammam with + 22 with Rangareddy being last i.e. – 41. Except for 10 districts the remaining 12 districts have shown negative index.
Among others, irregular attendance by the health staff, poor quality of health care delivery, non-availability of medicines, non cooperative attitude of the health functionaries were brought out as people’s perception of the institutions in this Dept. It is very disappointing to note that in spite of huge investment to a tune of about Rs.620 crores for construction of buildings and infrastructure in the past 3 years many of the functionaries continue to be negligent and irresponsible in discharge of their duties. All HODs have already been instructed vide reference second cited to take certain steps and the same are again reiterated. The Heads of Departments shall take further action as follows and report action taken within 15 days:-
· Monitoring systems to assess individual performance to be developed, wherever it is not done, giving priority to the critical cutting edge and supervisory categories of staff.
· Simultaneously the ACR formats to be revised, again giving priority to the above stated categories in the first instance.
· The registers being maintained at various institutions should be reviewed and streamlined such that reporting formats are easily generated. Wherever monitoring systems /reports are computerized the registers may have to facilitate easy retrieval, collation and submission of reports by avoiding duplication, unnecessary reporting etc.
· Instructions to the field officers to take up extensive tours coupled with random field verification may be reiterated. Those institutions against which complaints are received or which are not performing well need to be visited more frequently by the field supervisory officers.
· Entries in important registers must be verified and cross-checked randomly during field verification by the supervisory officers to ensure proper and correct entries, reporting of data and to ensure qualitative implementation of the various programmes at the field level.
· Tour diary formats for critical functionaries also need to be computerized wherever not done already to facilitate extensive and effective field visits.
· To improve service delivery, Heads of Departments were requested to organize orientation training to the critical staff in the various hospitals / dispensaries / PHCs etc. to receive and treat the patients with empathy in a courteous manner
· All the doctors and staff in the hospitals and PHCs should wear the uniform and identity lapel cards without fail. Case sheets must be written properly which is the first step towards showing a caring attitude and concern for the patients.
· All the institutions (PHCs, hospitals etc.) should have the suggestion boxes which should be kept locked and opened only at the time of the meetings of PHC/hospital advisory committees and follow up action taken to counsel /motivate or take disciplinary action against erring staff wherever such action is warranted apart from other follow up action taken on the suggestions so received, for improvement of the institution.
· At the Office level, HODs must streamline procedures, introduce computerization and ensure that nepotism, corruption is arrested. Number of complaints are being received on increasing corruption , demand of illegal gratification being made which needs to be checked by streamlining office procedures, checking of PRs, reminder diaries and time frame within which matters should be disposed of. Maintenance of registers regarding requests /applications wherever required need to be prescribed to ensure judicious and prompt disposal of matters.
· Citizens Charters spelling out time frame for disposal of matters need to be exhibited at each institution / Office.
· All matters which are time bound and if pending at the Secretariat must be brought to the notice of the Jt.Secretary /Addl.Secretary /Secretary or Prl.Secretary concerned so that prompt action is taken.
· As has been instructed both by Chief Minister and M(HM&FW), all transfers should be made based on performance from next year onwards for which individual performance assessment will have to be firmed up. Proposals as discussed with Head of Departments should be sent for issue of orders. This needs to be given top priority.
· There should be proper team work at all levels including institution / district level etc and among various functionaries of various related departments within H.M. & F.W sectors and other departments concerned.
The performance appraisal should also take into account results that flow from such co-ordination / rapport.
The need to sensitize the health functionaries to discharge their duties with sincerity and with utmost empathy towards patients needs to be repeatedly emphasized and they should be adequately motivated to ensure a caring attitudinal change towards patients frequenting all the health institutions.
(BY ORDER AND IN THE NAME OF THE GOVERNOR OF ANDHRA PRADESH)
PRINCIPAL SECRETARY TO GOVERNMENT.
All Heads of Departments
P.S. to Chief Secretary to Government
(for information of Chief Secy.)
P.S. to M (HM&FW) w.r.t. Note No. 205/M (HM&FW) /2002,dt.19.10.02
The Joint Secy. to Chief Minister.
//FORWARDED BY ORDER//
RESULTS FROM SURVEY
POINTS FOR ACTION
HEALTH CARE FACILITIES
1. The health care net improvement rating index is positive in Khammam with +22 while in Ranga Reddy District it is –41.
2. Barring 10 Districts, remainig 12 districts are showing negative index.
3. No Health facility in village.
4. Staff are inadequate.
5. Health staff not come regularly.
6. Not satisfied with the quality of health care.
7. Free medicines are not available.
8. Health department officials do not stay in the village or in the neighboring village Health functionaries are not cooperative.
(a) Study of Khammam system by Pincipal Secretary, HM&FW.
(b) Action against doctors not staying in Villages.
(c) Action against doctors who have opened clinics in Government Hospital premises.
(d) Mobile Health Facilities.
RESULTS FROM SURVEY
DISTRICT FOCUS : HEALTH CARE FACILITIES
Moderatively Net Positive Rating : Khammam
Moderatively Net Negative Rating : Kurnool
Very Net Negative Rating : Adilabad