The SERVICOM Department is responsible for service delivery standards, complaints management, and continuous improvement of frontline services across the hospital.

Staff Strength & Roles

• Team includes Servicom Officers and Principal Officers with designated roles:
  • Nodal Officer
  • Complaints Desk Officer
  • Charter Desk Officer
  • Service Improvement Officer

Functions

• Receive, record and resolve complaints of service failure promptly.
• Conduct client satisfaction surveys and engage frontline staff and supervisors to improve service delivery.
• Train frontline staff in customer relations and service excellence.
• Observe, document, and report systemic service issues and recommend improvements to management.

Contact / Complaints Handling

• Visitors and patients should direct complaints or feedback to the SERVICOM desk or use the hospital feedback channels for timely response.