Good Practices and Innovations in Public Governance 2003-2011

2008 Category 2: Botswana
• Breakdown of Prepacking Machinery: To repair this machine a Technical
service team was outsourced and is now in operation; and
• Patient crowding at dispensing window: The opening of an enquiries window
helped to decongest the dispensing window.
This project was carried out at no cost and by using limited available resources. The
team motto was “Do what you can with what you have where you are”. This initiative
can be replicated or transferred anywhere in the world to increase productivity and
improve service delivery. The project was presented at the Ministry of Health mini
convention and at the Botswana National Pharmacy workshop. The project was also
presented at the Botswana National Public Service Convention and was awarded
trophies, medals and a certificate of recognition. A letter of appreciation was received
from the head of department as well.
The Princess Marina Referral Hospital initiative included reducing the waiting time to
60 minutes by February 2007, which improved customer satisfaction and reduced
staff fatigue. The knock time was also reduced by two hours. The number of departmental
meetings was rescheduled from four meetings to three per week. Furthermore,
the general meeting duration was also reduced from one and half hour to about
an hour. This allowed more time for staff to serve at the dispensary. In addition, the
frequency of staff rotation within the department was reduced from 12 rotations per
year to four times, thus allowing for a better understanding of their work stations and
reduced re-orientation for more effectiveness and productivity. Some selective prescriptions
were issued in full where applicable instead of monthly refills. This reduced
the number of visits by patients and therefore reduced patient load.
Lessons Learned
The most important ingredients of a successful innovative initiative are:
• Team Spirit: Through oneness and support, the team achieved the desired goals.
• Commitment and Dedication: Thanks to the full commitment and dedication
of all staff involved, the team was able to achieve the desired goals.
• Winning Strategy: Do what you can with what you have where you are! With
a positive attitude, there is always room for improvement.
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