In one of yesterday’s leading articles, we spoke of the frustrations that Maltese citizens are subjected to through sheer lack of customer care – but we focused on the private sector.
Today, we will focus on the public sector. Many people have spoken of the frustration they endure because of problems in the health care sector. People have complained that medicines are out of stock. Others have complained that they have to wait for hours on end in queues to pick up medicines. Others have complained that equipment keeps breaking down.
In terms of roads, people complain that the potholes have been filled with a tarry, glue-like compound which softens into a chewing gum like jelly in the summer sun. This gets on people’s shoes and is a danger to motorcyclists in particular. Others complain that roads are dug up while they have to get into their houses by means of a gangplank as works drag on and on.
One also hears of roads that are still like the surface of the moon – not touched in years, if at all. But the biggest issue here is really the attitude that is taken towards Joe Public. An example of this was reported to this newspaper by an irate citizen who called in to complain about trying to call a government helpline, but having the phone ring out all the three attempts she made to call them.
Another example took place at the ID cards building yesterday where citizens (customers) were left waiting from 7.30am till 9.30 am to swear in affidavits because of lost or stolen documents. The official explanation from the staff there was that the police officer who is normally on duty there, was on training and a replacement was not sent.
The director of the department called (for the third time) to have someone sent and someone duly arrived at about 9.30am. It is a shame, the rest of the department runs very efficiently and the staff there are actually courteous and competent. These are the little things that bother people. Sure, capital projects are nice, they are a boost and they do improve our quality of life. But when it comes to health (especially) and everyday life, citizens expect more. The government thinks that the people of Malta always compare services to those they experience in other countries – and yes, this is true. But nine times out of ten, it is not jealousy or want and greed for more, it is just the way the services are delivered.
If there is a pothole, find a lasting solution. If medicines are out of stock – stockpile more. If a road has been dug up, make sure it is finished on time. If there is a queuing process, do not make it needlessly longer than it has to be – people appreciate that they have to wait, but sheer arrogance towards the customer is just not on. Just as with anything else in life, it really is the little things that matter.