Batho Pele…. People 1st…
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- Опубликовано: 2 окт 2024
- The fact that guidelines such as Batho Pele exists, shows us that there have been attempts to secure the standards of our healthcare services, but maybe we needed to find our roles within these guidelines and engage in them to actually live up to their objectives… I’ve tried to give the most simplest examples to help everyone understand where they fit in when it comes to the 8 principles/guidlines of Batho Pele, the examples shared are not limited and can be applicable templates in various scenarios…
Health Up RSA!! We going to navigate to the top one monolog at a time 😉😉, we can do it!!! 🙌🏿🙌🏿🙌🏿
❤you explaining very well
These are very good guidelines but I must say with the SA we have today, is not practical. We are having the ff problems which are very hard to solve
- shortage of staff ( which most if the time their services is not up to standard)
- Equipment shortage ( which most of the time is not working)
- over populated or congested health facilities ( service delivery is delayed) and all other problems we can't mention all of then, the list is endless.
All these lids to lots of problems, iĺ health, high death rates, we can go on and on but the facts remains ,all these are absolutely difficult to meet with the present conditions we are facing as a country.
Thank you for your response. The problems you’ve mentioned indeed do exist but can be eased by active engagement with the systems ( different municipalities/ cities/ departments/ sectors have different systems). And being exposed to a few of the different systems I can affirm you that the engagement of both the provider and receiver plays a huge role in improving quality of care 🤞🏾🤞🏾 I’ve witnessed and worked it. So I know it’s achievable.
Let me give you a practical example:
Most of the time it assumed that you’re most likely to get attended to faster in a private emergency department than in the public emergency department.
Most ( not all) patients that access the private facilities are able to engage in the system by providing sound medical history, avoiding time spent to rule out any contraindicating interventions, Vs in the public sector, more investigations are done ( lengthening the consultation period of the patient) to ensure the prescribed interventions are not contraindicated for the patients baseline.
This example doesn’t even involve equipment and staff shortage but merely a receiver of our healthcare services engaging the system well enough to improve their consultation vs treatment time.
Oh my god im a nursing student im in level 1 that just helped me❤❤❤ you explainedit well
Thank you. I’m glad it was of great help to you. ❤️ all the best on the academic journey
Thank You sister 🙏🏽🙏🏽❤️
Interesting point there on your on the 3rd point, Access.. Sr Zandi where would one go to find out why young people to have strokes and how to prevent them?
It’s a conversation you can have with a healthcare provider. A stroke has no age, and because it was something that I felt needs elaboration on I will definitely talking about it in my next video too. So please do stay tuned. I’ll also give you a heads up when I’ve posted the video. 🙏🏿❤️
@@srzandirsa will stay tuned, thank you Sr Zandi🙏🏾
I suggest that you go and study the BATHO PELE PRINCIPLES again my sister
Which part specifically you feel I’ve not understood well? Or is it that you share a different view on how the should be applied on the floor between a healthcare provider and receiver?
@@srzandirsa From 4:15 min onwards, I will really appreciate if you may quote where the PRINCIPLES states the "receiver's" role except for holding you guys accountable. As far as I'm concerned, Batho Pele is an approach to get public servants committed to serving people and to find ways to improve service delivery. This approach also requires the involvement of the public in holding the Public Service accountable for the quality of service provided. Batho Pele is also about moving the Public Service from a rules-bound approach that hinders the delivery of services to an approach that encourages innovation and is results driven. In other words instead of looking for reasons why government cannot do something, they have to find better ways to deliver what people need.
Managers in public service have a key role to play in creating an environment for their staff to become effective in the way they interact with customers. This requires that they focus on motivating staff, ensure that they have the right tools to do their work and provide ongoing support especially at times when staff are under pressure and stress.
The Batho Pele belief set has been summarized by this slogan: “We belong, we care, we serve.” Batho Pele aims to ensure that all public servants put people first, and adhere to the following overarching framework:
We belong: we are part of the Public Service and should work together and respect fellow colleagues
We care: caring for the public we serve - our customers
We serve: all citizens will get good service from public servants.
Batho Pele is based on the following eight principles:
Consultation: citizens should be consulted about their needs
Standards: all citizens should know what service to expect
Redress: all citizens should be offered an apology and solution when standards are not met
Access: all citizens should have equal access to services
Courtesy: all citizens should be treated courteously
Information: all citizens are entitled to full, accurate information
Openness and transparency: all citizens should know how decisions are made and departments are run
Value for money: all services provided should offer value for money
The 8 Batho Pele Principles
Consultation
Consultation simply means - interact with, listen to and learn from the people you serve. Public servants should make sure that they stay in touch with the people they serve, by finding out what services they need, how they would like their services to be delivered and what they are dissatisfied about. Consultation is meaningless, unless it is fed back to the management so that they can change the system, or take the steps needed to improve the service given to the customers.
Service standards
Every department has to set service standards that guide exactly what they deliver and to what quality or standard. Service standards should clearly state how long it will take and exactly what people can expect from the public service. For example, if you apply for an ID book from Home Affairs, and you have all the necessary documents, it should only take about 6 weeks, to get the ID book. If this standard is not kept, the department owes the customer an explanation and probably an apology.
Redress
When people do not get what they are entitled to from the Public Service, they have a right to redress. This means that the public servant should immediately apologize to them and also tell them what solution they are offering to their problem. If the public servant has none, they should speak to their manager or supervisor and make sure that the problem is sorted out. The Public Service’s success and image is built on its ability to deliver what people expect from them. When complaints are made, citizens should receive a sympathetic and a positive response. The Promotion of Administrative Justice Act allows for citizens to ask for reasons for any decision taken by government that affects them. The Act ensures that citizens have a right to administrative decisions that are lawful, reasonable and procedurally fair. Where citizens are dissatisfied with the reasons given, the Act allows people to appeal the decision or ask for the review of the administrative action by a court or, where appropriate, an independent and impartial tribunal.
Access
All citizens have the right to equal access to the services to which they are entitled. This especially applies to disabled people, illiterate people and rural people who may have difficulty accessing government services. Public servants have a special role to play, to make sure that those who need extra assistance get it. Managers should ensure that these services are accessible to disabled people and that people who use wheelchairs and walking aids can get into public buildings. Special arrangements should be made to assist people with hearing or visual disabilities.
Courtesy
Public servants have to remember that they are employed to help the people and to give them access to the services that are their rights. They are not there to stop people or to be obstacles. This means that in their contact with the public, public servants should always be courteous and helpful.
Information
All citizens should be given full information about the services that they have a right to get. If a public servant does not have information, they should try to find out and help the person. When referring them somewhere else, they need to be very clear about what they will get there, what they need to take with them and which person they must go and see. The better informed people are, the easier it will be for the public service to do its job and the fewer people there will be in the queues. Public servants are encouraged to spend some extra time with people who need a better explanation or special assistance because they cannot understand or cannot access the services themselves.
Transparency
It is very important for the Public Service and administration to be run as an open book. The Public Service is there to serve the people and they have a right to the services it offers. Many people, especially poor people, do not yet have access to things like free basic services, or social grants, simply because they do not have the information to access it. The people also have the right to know how decisions are made, how a department works, who is in charge and what its plans and budgets are.
Value for money
It is very important that public servants do not waste the scarce resources of government and that they deliver a service that is as cost-effective and efficient as possible. It is their duty to inform management of any wastage of resources and to look for ways of saving money and time, without compromising the quality of the service delivered to people.
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thank you for the love. I hope the topics I cover become daily conversations. mwah!
There's no Batho Pele in SA. We have Kadre's and Relatives Pele. To all government organisations there no such only SARS a little bit better.
Hey Nelly, I’m sure you’re speaking from the unfortunate experience you’ve had. I’m sorry about that and hopefully through the guidelines I’m sharing we can all engage in our roles to change the latter.
They is batho Pele in SA government sector's