In view of the Government of Malawi's continued efforts towards an improved service delivery in the health sector and the mandate conferred upon the Ombudsman by the Constitution of the Republic of Malawi and Ombudsman Act, Office of the Ombudsman and the Ministry of Health and Population collaborated to establish a social accountability forum, the hospital Ombudsman Platform. This forum aims at ensuring the provision of quality services in all health facilities in line with existing democratic principles.
The Hospital Ombudsman Platform was established to ensure the enactment of the following social accountability outputs:
A Hospital Ombudsman (HO) is an individual who is empowered to investigate, mediate and provide remedies to complaints lodged by service users, their representatives and other stakeholders in relation to a hospital's service.
He/She is an employee of the Ministry of Health and is assigned appropriate duties and responsibilities for this position.
The Hospital Ombudsman performs these duties and responsibilities between 10:00 to 12:00 noon and 2:00 to 4:00 pm, from Monday to Friday. Every health facility is expected to provide a Hospital Ombudsman contact phone number for patients. The Hospital Ombudsman is reachable at any time.
The appropriate remedies facilitated by the Hospital Ombudsman may include: