Gauteng, South Africa, April 18, 2018 -- The Office of Health Standards Compliance (OHSC) has seen a surge in complaints to its consumer hotline in the wake of the Life Esidimeni tragedy‚ it told parliament on Wednesday.
The OHSC - is a statutory body charged with safeguarding standards at healthcare facilities - inspects hospitals and clinics‚ and launched a call centre in November 2016 for members of the public to lodge complaints they had been unable to resolve.
"We have seen an increase in the volume and scope (of complaints)‚ which signals a potential increase in litigation‚" she told parliament’s portfolio committee on health during a briefing on the OHSC’s annual performance plan.
The plan shows the OHSC had received 730 complaints about public and private sector establishments between the launch of its call centre and the end of March 2017. It now receives about 300 complaints a month‚ she said.
The OHSC’s chief financial officer Julius Mapatha said the institution had faced legal costs of around R3.5-million for the Life Esidimeni matter.
At least 144 state mental patients are known to have died in the tragedy‚ which saw almost 2000 state mental patients transferred from private healthcare facilities run by Life Esidimeni to unlicensed and ill-equipped non-governmental organisations.
After a lengthy and highly publicised arbitration hearing‚ the Gauteng government was ordered to pay R1.2 million to each of the 135 claimants who sought compensation for the death of their relatives.
Mndaweni told MP’s that the OHSC was set to begin inspecting private healthcare facilities for the first time‚ following the promulgation of norms and standards for public and private healthcare facilities in February. These regulations are due to come into effect in February 2019. Work was underway to craft detailed guidelines to accompany these regulations‚ she said.
Posted by Veronica Silva Cusi, news correspondent
Published: Thursday, April 19, 2018
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
|6.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.