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Public servants captured in 4K ‘behaving badly’

todayJanuary 17, 2025 144

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The Democratic Nursing Organisation of South Africa (Denosa) says while it’s still investigating the circumstances surrounding the viral video of a nurse arguing with a patient, it believes the incident highlights the growing tensions at healthcare facilities.

In the video that’s on X, which is captioned, South African nurse vs Zimbabwean patient in Midrand, a woman’s request for help from a nurse goes south and they end up arguing, with the nurse at some point swearing at her.

Denosa spokesperson, Sibongiseni Delihlazo, says the relationship between patients and the healthcare workers is always hostile due to various reasons, including waiting for long periods for service.

He attributes this to a long list of factors, including understaffed clinics and hospitals, which he says not only frustrate patients but healthcare workers too.

Despite this, however, Delihlazo is optimistic that the challenges facing this industry can resolved if the root causes are dealt with immediately.

 

The altercation between the nurse and the patient who is believed to be Zimbabwean has meanwhile also sparked a debate on the alleged burden foreign national place on the country’s overburdened health system.

The incident comes less than 24 hours after the South African Social Security Agency (SASSA) in KwaZulu Natal (KZN) said it was investigating the circumstances surrounding a video of one of its officials from Dundee who is accused of poor service and bad attitude.

The official allegedly refused to assist clients after they confronted her over her behaviour.

The clients are said to have been upset after the official allegedly made them wait for over an hour before she assisted them.

This prompted some social media users to also share their experiences at the hands of public servants.

  • Strengthen accountability at the local/office level

He says supervisors and managers should insist on excellence and hold their teams accountable for the quality of service provided. “In many instances, supervisors and managers are not respected, turn a blind eye to corruption and incompetence and are also part of the cover-ups when such are investigated,” Tshabalala adds.

  • Leverage technology to streamline processes

The change experts advises that technologies like biometric systems and online portals be improved to make it easier for citizens to access information and services. “This will reduce the need for repeated in-person visits. If a person can register and do their facial biometrics with their mobile phone and only visit the office for verification and finalisation of processes, that might assist.”

  •  Instill a culture of service excellence

Contrary to popular belief, Tshabalala believes that public service employees do not need additional training. Instead, he says, the focus should be on cultivating a mindset that prioritises going above and beyond for citizens. “Finding ways to assist a member of the public without insisting they return to the office over and over for something that could be done over the phone or email,” he adds.

  • Address disparities in service quality

He believes that addressing inequities in how citizens are treated, based on factors like race and socioeconomic status, should be addressed. “Addressing these biases would go a long way in improving services. There should be consistent and respectful service across offices and departments,” he explains.

  • Encourage recording of service

“The government must encourage the public to record their experiences in government offices (good or bad). As a country, we should normalise the use of recording devices mounted in offices and mobile phones by clients,” concludes Tshabalala.

Written by: Nokwazi Qumbisa

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