Mixed feelings as FMC Abeokuta bags best customer award

The Federal Medical Centre, Idi-Araba, Abeokuta in Ogun State has been mired in controversy after receiving the ‘Best Customer Friendly and Environmentally Clean Hospital’ award from the Federal Government.

PUNCH Healthwise observed that the recognition has angered many Ogun residents, who believe the award was undeserved and undermines the challenges faced by patients at the hospital.

The Federal Government, through the Minister of Health and Social Welfare, Professor Ali Pate, had in a letter dated November 12, 2024, announced FMC Abeokuta as the country’s best in terms of customer service and cleanliness.

According to the congratulatory letter signed by Abdul Ali E-Zaki on behalf of the Minister and addressed to the hospital’s Medical Director, Prof. Adewale Musa-Olomu, the award was given to the centre for its ‘distinguished performance in providing effective healthcare services to customers.’

“By this award, it is expected that your dedication towards providing quality healthcare services and ensuring customer satisfaction will be significantly and sustainably maintained.

“Kindly accept the best regards of the Coordinating Minister of Health and Social Welfare,” the letter reads.

However, some of the residents who spoke exclusively with PUNCH Healthwise expressed their disbelief at the hospital’s recognition as the country’s best in terms of customer friendliness and cleanliness.

The residents, many of whom rely on FMC Abeokuta for healthcare, cited issues such as unprofessional conduct by the staff, overcrowding, long waiting times, inadequate medical supplies, and limited access to specialised care as reasons for their dissatisfaction.

More than ten residents who spoke with our correspondent stressed that the hospital’s services were often poor, with some sharing personal horror stories of losing loved ones due to alleged negligence.

One of the residents, Olalekan Ogunbanjo insisted that the award was a misrepresentation of reality.

Ogunbanjo, who lost his brother due to alleged negligence, urged the government to conduct a thorough investigation into the hospital’s operations.

He explained, “My brother was admitted to FMC Abeokuta for minor surgery, but due to the hospital’s incompetence, he didn’t make it.

“This award is a slap in the face to the countless patients who have suffered at the hands of FMC Abeokuta’s incompetence. The hospital’s facilities are often in disrepair, and the staff can be unfriendly and unhelpful.”

Another resident, Taiwo Adeneye said, “The hospital’s condition is far from perfect. There are still long waiting times, overcrowding in the wards, and insufficient medical supplies. How can they be called the best?

“This award is completely out of touch with the reality of what many residents experience at the hospital. We acknowledge the importance of healthcare facilities in the state, but this particular award is premature and misrepresents the true state of services offered at FMC Abeokuta.”

Also, a resident, Bunmi Sunday argued that the hospital’s shortcomings overshadow its achievements.

“The government needs to explain how they arrived at this decision. We need to know what metrics were used to evaluate the hospital’s performance.

“This award is not just about FMC Abeokuta, it’s about the entire healthcare system. Are they saying despite the worse service we get in FMC Abeokuta, it is the best among all?Related News

The residents called on the government to reconsider the award, suggesting that more transparency and public involvement should be incorporated into the selection process for such honours.

“We want better conditions for the patients who depend on this hospital. A plaque of recognition should not be awarded without a comprehensive assessment that reflects the realities of the healthcare services,” Sunday stated.

Similarly, the Committee for the Defence of Human Rights condemned the award and demanded an immediate withdrawal, along with a probe into the selection process and potential conspirators involved.

CDHR insisted that the award misrepresents the reality faced by many patients and staff at  FMC Idi-Aba.

The National Vice President of CDHR, Yinka Folarin in a statement made available to our correspondent, argued that awarding the hospital for customer friendliness and environmental cleanliness is misleading, given what it describes as “numerous complaints of negligence, dereliction of duty, and an unfriendly work environment.”

“Patients and their relatives have suffered considerably at this facility, making it clear that it fails to uphold standards worthy of such an award.

“We demand the immediate withdrawal of this manipulative award, as well as a comprehensive investigation into the award process and all individuals involved, including the Minister himself, who is suspected to be complicit in this act,” he stated.

PUNCH had previously reported multiple complaints from patients and their relatives who sought care at the hospital.

Many have expressed frustrations over what they describe as negligence and dereliction of duty by both medical and non-medical staff at the hospital.

One of such is the family of Okuneye who accused the hospital management of gross negligence and complicity in Samuel Okuneye’s death.

PUNCH Healthwise gathered from his relatives that at the health facility, they faced significant delays in securing a bed space for Samuel due to a shortage of beds.

Speaking with our correspondent, the elder sister of the deceased Olubukola Okuneye said they were forced to wait for hours before her brother could be admitted, despite being in a very critical condition.

She, however, said her brother’s condition worsened after a drip providing essential nutrients was abruptly removed in the middle of the night at the FMC on April 23, 2024.

Also, there have been reports of patients’ relatives physically confronting healthcare workers in response to poor service delivery.

In 2022, PUNCH reported about an angry father and son who reportedly descended heavily on a medical doctor and a nurse at the hospital after losing their family member.

It was reported that the father and son slapped the doctor when the death of their relative was announced to them.

PUNCH also reported a case of an aggrieved father who hit the doctor on the head with a chair after losing his 15-month-old daughter.

It was gathered that the man after hearing about the death of his daughter threw caution to the wind and beat to a pulp the medical staff who attended to his daughter, citing delay in treatment.