Customer Complaint Management
OVERVIEW
Customer Complaint Management is a system established by Public Complaints Bureau (Biro Pengaduan Awam- BPA) to cater complaints and reports for MOH in a standardized and integrated manner. It is fully utilised by every divisions in the headquarters of MOH, state health division and facilities under the MOH. The system received various complaints and feedback from multiple sources such as SiSPAA, integrity complaints, social media feedback and many more. This initiative is one of the effort to involve patients and the community in healthcare quality improvement.
GOVERNANCE
Jawatankuasa Tetap Pengurusan Aduan Kementerian (JKTPAK)
TERM OF REFERENCE (TOR)
- Management of public responses/complaints received by Family Health Development Division(FHDD) through : Public Complaints Management System (SisPAA)/email & YBMK & DG office / social media etc
- Ensuring complaints timely responses accordingly; normal vs complex complaints and non complaints.
- Monitoring and following up public responses/complaints through SisPAA/manual
FOCAL PERSON
- Public Response Management Section (Seksyen Pengurusan Respons Awam)
- Corporate Communication Unit
- Ministry of Health Malaysia
- Aras 4, Blok E7, Kompleks E
- 62590 Putrajaya.
- Email : pro.kkm@moh.gov.my / jannah.mdnoor@moh.gov.my /
- Public Response Management Section (Seksyen Pengurusan Respons Awam)
- Corporate Communication Unit
- Ministry of Health Malaysia
- Aras 4, Blok E7, Kompleks E
- 62590 Putrajaya.
- Email : aishah.husna@moh.gov.my
Any inquiries, please reach us:
FOCAL PERSON
- Quality, Patient Safety & Innovation Sector,
- Primary Health Care Section,
- Family Health Development Division
- Ministry of Health Malaysia
- Level 7, Block E10, Complex E,
- Federal Government Administrative Centre,
- 62590 Putrajaya.
- Tel : -
- Email : nor.hazirah@moh.gov.my / drnorainimy@moh.gov.my