HMB MARKS CUSTOMER SERVICE WEEK, LAUNCHES PATIENT FEEDBACK FORM

…DG tasks staff on going the extra mile in service delivery

By: Winnie A. Tanu

The FCT Hospitals Management Board (HMB) has called on its workforce to go beyond routine duties and make deliberate efforts to improve the experience of patients, clients and other service users across its hospitals.

The Director-General of HMB, Dr. Ahmadu Abubakar, made the call during the Board’s commemoration of Customer Service Week 2026, themed “The Extra Mile,” held with SERVICOM Desk Officers from the Board’s 14 General Hospitals.

A major highlight of the event was the launch of the HMB Patient Feedback Form, an initiative designed to enable the Board to obtain structured feedback from patients and other service users and use the information to identify gaps and improve service delivery.

Speaking at the event, Dr. Abubakar said timeliness, particularly reducing patient waiting time, was an important component of the SERVICOM service pledge and should remain a priority for staff.

He stressed that the responsibility for delivering excellent customer service should not be left to SERVICOM Desk Officers alone, but should be embraced by every staff member across the Board.

According to him, although the Board is faced with challenges, including human resource constraints, decisions aimed at improving services must be supported by reliable evidence and data.

“We need evidence and data to support some of the changes we want to make. That is why we are launching the Patient Feedback Form today. We want to track some of the issues being experienced by our patients and find the best ways to address them,” he said.

The DG explained that customer service at HMB goes beyond clinical services, noting that administrative services also form an important part of the experience of service users.

He said the Board serves different categories of people, including patients, clients and applicants seeking opportunities such as internships and housemanship, adding that each category deserves to be treated with professionalism, respect and efficiency.

Also speaking, the HMB SERVICOM Focal Person, Mrs. Faustina Obi, described SERVICOM as a “partner in progress”, stressing that improved service delivery requires the collective responsibility of all departments.

She called for greater collaboration among Nursing Services, Pharmaceutical Services, Laboratory Services and Administration, noting that all departments are working towards the common goal of improving the quality of services provided by the hospitals.

Mrs. Obi commended the SERVICOM Desk Officers for their commitment and efforts in monitoring service delivery, receiving feedback and supporting initiatives aimed at improving the experience of patients and other service users.

In a presentation titled “Beyond Complaint: Using SERVICOM to Improve Service Delivery in HMB,” Pharm. Ifreke Ebong urged staff to move beyond merely receiving and documenting complaints to using feedback as a tool for institutional improvement.

She called on the Board to fully leverage its technological investments, strengthen its systems and build an enduring legacy of world-class and dignified public healthcare delivery in the FCT.

Pharm. Ebong also highlighted the importance of satisfying both the internal customer—the staff—and external customers, including patients and clients, noting that the welfare and experience of staff can directly influence the quality of service delivered to the public.

The newly launched Patient Feedback Form is expected to provide the Board with a structured mechanism for tracking patients’ experiences, identifying recurring challenges and generating data that can guide interventions and improve service delivery across HMB hospitals.

The Customer Service Week engagement reaffirmed the Board’s commitment to continuous improvement, accountability and responsive healthcare services.

As HMB joins the global community in marking Customer Service Week 2026, the message is clear: going the extra mile is not the responsibility of one unit or department; it is the responsibility of every staff member.