Federal Health Ministry SERVICOM Committee Ends Q2 Retreat, Targets Faster Complaint Resolution and Improved Service Delivery

The Ministerial SERVICOM Committee of the Federal Ministry of Health and Social Welfare has concluded its second-quarter retreat with a firm commitment to strengthen accountability mechanisms and improve the efficiency of public service delivery across health institutions.

The two-day retreat, hosted at the Delta University of Health Sciences Teaching Hospital (DUFUTH), was held under the theme “Enhancing Service Delivery Through Efficiency, Integrity, and Care,” bringing together senior administrators, SERVICOM Nodal Officers, Directors, and Desk Officers to assess first-quarter performance and set priorities for Q2 2026.

Declaring the retreat open, DUFUTH Chief Medical Director, Professor Uzoma Agwu, said the hospital—despite being less than four years in operation—has recorded notable progress in clinical services and institutional development, while acknowledging persistent operational challenges.

She urged committee members to move beyond routine reporting frameworks and ensure that service charters translate into measurable improvements in patient experience and public service outcomes.

Representing the Permanent Secretary, Ms. Daju Kachollom, Head of Reform Coordination and Service Improvement, Dr. Henry Okoye, explained that quarterly retreats serve as a key monitoring mechanism for evaluating Key Performance Indicators under the federal government’s service delivery framework.

In a goodwill message delivered by Mrs. Nneka Oleh on behalf of the Acting National Coordinator/CEO of SERVICOM Presidency, Mrs. Helen Lawal reaffirmed the federal government’s expectation that Ministries, Departments, and Agencies (MDAs) must deliver services that are timely, transparent, and citizen-focused. She stressed that delays and inefficiencies are no longer acceptable under the current reform agenda.

Presenting the Q1 performance report titled “The Journey So Far: Impact on Service Delivery,” DUFUTH SERVICOM Nodal Officer, Dr. Dafup Katdel, noted improvements in service charter visibility and staff sensitization. However, he identified delays in complaint resolution and inconsistent implementation across departments as key operational gaps requiring urgent attention.

The retreat, the first Ministerial SERVICOM Committee meeting hosted by DUFUTH, concluded with a communiqué emphasizing complaint redress mechanisms, staff training, public engagement, strengthened monitoring and evaluation systems, and greater inclusion of service improvement units in institutional decision-making and budgeting processes.

Participants commended the DUFUTH management for hosting the programme and reaffirmed their commitment to implementing the resolutions aimed at improving efficiency and patient satisfaction across Nigeria’s health service delivery system.