Tag: Care

  • Lagos builds world-class critical care facility

    Lagos builds world-class critical care facility

    The Lagos State Government has built a high-tech Critical Care Unit (CCU) at the Lagos State University Teaching Hospital  (LASUTH), Ikeja. The new unit occupies a three-floor edifice and has state-of-the-art treatment and monitoring equipment seen only in world-class CCUs.

    Right from the Ground floor, the automatic glass door opens and leads one to the elevators, which are designed to suit the patients as they allow for the easy movement of patient’s bed and accommodate the staff handling same.

    The First Floor has in-house laboratory, and the patient has no need to go out for such services. The laboratory also enables the medics to arrive at a quicker decision on the patient.

    The theatre has infrared light and medic compliant taps to curtail the spread of contaminants. The operating lights have recording device that help record the operations to be done, or allow for live transmission to any part of the world for teaching purposes.

    The operating bed is multi functional, as it helps a doctor to place his patient in the best position for surgery. The beds can be electronically adjusted- high, low, tilted or even angled. It can also be elongated to accommodate tall patients, or turned to a chair to suit the patient’s needs.

    The Anesthesia machine has an in-built Ventilator that guarantees reduction of post surgery complication.

    At the centre of the building is the Nurses’ station, where the nurses have direct observation of the patients and those in the isolation wards. It also has a close circuit TV.

    The Recovery room in the complex has adaptive and assistive equipment for full recovery of patients. The six dialysis machines are well laid out in a clean, comfortable and conducive environment, while the staff lounge is equipped with internet facility for quick research.

    The Second Floor is the Private Ward, which has a sit-out area where a patient can enjoy some fresh air, with a clear view of the surrounding area.

    The Third Floor hosts the consulting room for private patients who do not want to be attended to at the general clinic. The floor also houses the Pharmacy, the Call room and Administrative Offices for staff on night duty.

    Director, CCU and a Fellow of American College of Surgeons, Dr Ade Tinubu, said the concept of the edifice was his, but the funding came 100 per cent from the Lagos State Government, noting that there is power supply round the clock and the ceilings of the building are fire resistant.

    Some of the equipments at the unit are cardiac or heart monitors, pulse oximeter, which allows the critical care team to monitor the saturation of oxygen in the blood, There is also a Swan-Ganz or pulmonary artery catheter, for knowing the amount of fluid filling the heart as well as determine how the heart functions.

    Tinubu said: “Central venous catheter (CVC) is a type of catheter that is soft, pliable and is inserted into a large vessel (vein) in the neck (internal jugular vein), in the upper chest (subclavian vein), or in the groin area (femoral vein).

    “There is a Ceiling Pendant that supplies medical gases and electrical supply to the patient’s bed side. So also Intravenous (IV), which is a plastic catheter (tube) that is inserted into the veins (peripheral IV) or a larger size catheter inserted into the larger veins of the neck. Fluids, medications, nutrition preparations, and blood products are administered through IV catheters. Patients in ICU often have multiple IVs. Chest tubes are inserted through the chest wall into the space around the lung to drain fluid or air that has accumulated and prevent the lung from being able to expand.

    “Good quality chest tubes are available. Chest tubes are inserted through the chest wall into the space around the lungs to drain fluid or air that has accumulated and prevent the lung from being able to expand.

    “The CCU boasts of urinary catheters, often referred to as Foley catheters, which are inserted through the urethra into the bladder. Once in the bladder the catheter is kept in place by a balloon, which is inflated, at the end of the catheter. Urinary catheters continuously drain the bladder and allow for accurate measurement of urinary output, which is extremely important in fluid management and in assessing kidney function. Endotracheal tubes are used when mechanical ventilation is necessary.”

    According to him, the complex also has multiple ventilator, or respirator, a breathing machine that helps patients breathe when they can not breathe on their own. A patient is connected to the ventilator by an endotracheal tube (a flexible plastic tube that is inserted into the mouth and then down into the trachea).

    “Nutrition is very important for the critically ill. Even though the ICU patient is immobile and does not appear to require ‘food’ for energy, the illness or injury that has required the patient to be in the ICU increases the patient’s basal metabolic rate (a measure of the rate of metabolism). Adequate nutrition is essential to the healing process.”

    “Nutritional solutions can be administered through feeding tubes inserted through either the nose or the mouth into the stomach or through central venous catheters. The stomach route is preferred, as long as the patient’s GI tract is working and able to tolerate feeding. Special nutritional preparations are available to provide the nutritional needs of the critically ill. The nutritional needs are calculated and monitored closely by the nutritionist on the critical care team and are adjusted accordingly. This started with the former Health Commissioner, Dr Leke Pitan that showed interest in Open heart surgery which I was conscripted into. We offer first class services at the CCU,” said Dr Tinubu.

    At the inuaguration of the unit, the Chief Medical Director (CMD), Prof Wale Oke assured that with the huge investment of the state government in completing the complex, it will definitely result into a major improvement in patients’ care in the hospital.

    Commissioner of Health, Dr Jide Idris enjoined all to take ownership of the CCU, saying: “This belongs to us all. Refer your patients here. Nigeria is the next hub for Medical Tourism. Do not sabotage government’s effort on this.”

    Governor Akinwunmi Ambode, represented by the Secretary to the State Government (SSG), Mr Tunji Bello said the design and operation of the CCU will be deployed in the care of those in dire health condition that hitherto, predisposed people towards foreign medical tourism.

    “It will complement the capacity of the existing Intensive Care Unit (ICU) established over 10 years. The combined capacities of these two healthcare facilities will enhance the status of Lagos State University Teaching Hospital (LASUTH) and the Lagos State University College of medicine (LASUCOM) as true centres for medical training and research. Ultimately, the facility will save from our nation scarce foreign exchange, of about $3 billion US dollar, which are spent annually on foreign medical tourism by Nigerians,” he said.

    He added: “We are strongly committed to the task of reversing the trend of overseas medical tourism in favour of local medical tourism through the provision of the right and conducive atmosphere for qualitative medicare in our state.”

  • Care, jobs, facilities in Abia

    Care, jobs, facilities in Abia

    The weak have been strengthened, some deficiencies addressed in Arochukwu-Ohafia area of Abia State, reports UGOCHUKWU UGOJI-EKE 

    For people in need, the gesture was unforgetable. Basic necessities are few. The only primary school in one of the communities is almost a write-off. The youths need jobs while their parents pine away at unprofittable farms or menial jobs. Worse, many of the residents do not enjoy good health. That was why Hon Uko Nkole’s gesture will remain with residents of Arochukwu/Ohafia in Abia State for a long time.

    Nkole, who represents the area at the House of Representatives, provided health care for over 1000 patients from the locality. He paid for their treatment and gave them money for drugs. Nkole also took up the responsibility to re-roof Ndi Aku Ohafia Primary School, the one and only such institution in that community. In the language of the state, the lawmaker has ‘adopted’ the school.

    Most of the beneficiaries were residents of Ohafia, though some others came in from neighbouring communities. The great thing, though, is that the gesture will go round the district, Nkole said.

    The free medical treatment which was conducted at the premises of the Ebem Ohafia Primary School in Ohafia Local Government Area was in collaboration with a non-governmental organisation, Challenge Aids & Malaria in Africa (CHAMA).

    Speaking during a visit to some of the patients who are recovering after surgery at Uzondu hospital and Polyclinic Amaekpu Ohafia Nkole  said that he would offset their medical bills as well as provide money to buy more drugs to meet the growing need of patients that kept coming for treatment.

    Nkole said that he will also pay the bill for the roofing of the Ndi Aku Ohafia primary school, the first and only primary school in the area since its existence which is in a dilapidated condition.

    He said, “In line with Governor Okezie Ikpeazu’s policy of adopting a school, I am adopting the Ndi Aku Ohafia primary school to reroof the classroom block which has been in a very bad shape for years.”

    The federal lawmaker said he will help single mothers at Amangwu Ohafia get a job by providing 25 of them with sewing machines and  promised to pay for their shops.

    Nkole also promised that in next phase of the free medical scheme those with hearing impairment would be included even as he assured that he would draw the attention of the state government to the scheme for sustainability.

    Speaking at the event the Executive Director, CHAMA Mission, Dr Olugu Ukpai, said that for about 10 years the NGO has borne the burden of funding the free medical scheme alone and lauded Nkole’s response to their distress call.

    Dr Ukpai explained that the material and financial commitment of the Rep member has helped the organization to reach more people in need and urged individuals, governments and organization to emulate him.

    He lamented the level of poverty and ignorance in the area which he said were responsible for most of the health challenges, stressing that he was drawn into the vision by the death of his 16month twin daughter, Goodness, who died as a result of malaria.

    Reacting Rev Alfred Ogbonna Olugu a beneficiary, who was treated of malaria and eye problem, thanked God for raising people with the vision to assist the less privileged in society.

     

  • Free health care for residents

    Free health care for residents

    The lawmaker representing Apapa Constituency 1 in the Lagos State House of Assembly, Hon Mojisola Lasbat Lawal, has organised a five-day free dental care for residents of her constituency.

    The programme, which began at Oluwole Health Post, Apapa and ended at Ojora Palace, was organised in conjunction with MOCARE Initiatives. It was aimed at fulfilling the electoral promises made by the All Progressives Congress (APC) chieftain. The focus was on dental consultation, medication, screening and treatment.

    Speaking at the event, Hon Lawal said the gesture was to enable residents enjoy dividends of democracy.

    According to her, their primary assignment as members of the House of Assembly may be lawmaking, but that would not hinder her from fulfilling promises made to the people.

    The lawmaker said dental care was chosen among other health challenges because only few people pay attention to the issue.

    She, therefore,  urged residents to ensure that all parts of the body are well taken care of, saying no one is expected to wait until he/she is affected with diseases on any part of the body before going for medical treatment.

    Hon Lawal pledged to organise eye, hypertension and diabetics screening after the exercise.

    The Head of the Dental Consultancy team, Dr Oladipo Bamgbose, thanked Hon Lawal for organising such an event, saying it would enable the people to know their dental status.

    He said it was very sad as the government doesn’t pay much attention to dental or oral health.

    He thanked the Lagos State Government for the awareness, even as he urged that more of such programmes be organised for the benefit of the people

    Dr. Bamgbose urged the people to ensure that they visit a dentist at least twice a year for oral examination, saying  mouth is the gate way to the body and whatever we take through the mouth goes down through the body and gives nutrient to other parts of the body.

    According to Bamgbose, some of the drugs people take are placed under the tongue for effective use. So, for good health, oral health is very important.

    Sharing his experience during the exercise, Bamgbose said: “I advise that we should brush our teeth twice daily, in the morning immediately we wake up and at night when we are about to go to bed. Secondly, we should endeavour to visit the doctor regularly for medical checkups.

  • Nigerians told to care for the sick

    A non-Governmental organisation, Blessed Hands Ministry (BHM), has urged Nigerians to show concern for the sick.

    Its President, Elfreda Akintewe, who spoke when the organisation visited the Children’s Ward C and D at the National Orthopaedic Hospital in Igbobi, Lagos, said the sick should not be forgotten.

    According to her, the government and well-meaning people in the society should play their roles to help poor patients, especially children.

    “I feel this is what God wants people to be doing. If He blesses you, then you should be a blessing to others. We are doing this in the spirit of Christmas and the season, which symbolises giving,” she said.

    Mrs Akintewe enjoined doctors and nurses to continue to support the children so that they caan recover quickly.

    She described them as the future, saying they deserve care and support.

    Mrs Akintewe said times are hard, adding that it takes people with a good heart to want to help the needy.

    She said her organisation has been lending a hand to the indigent since 2011 in villages but opted to visit the hospital instead to put smiles on the children’s faces.

    “We do not expect any recognition but heavenly reward,” she added.

    The team prayed for the sick quick recovery and presented gifts to them.

  • Giving hospice care

    Giving hospice care

    Hospice care aims to relive suffering and give comfort, – physical, emotional, and spiritual comfort.The patient would have a care giver who is typically a nurse or family member.

    The patient may or may not be given medication or be treated for the disease or medical condition that he or she has. Some patients may try various treatments including new experimental drugs in order to try to get cure.   Some patients decidedly lend themselves to clinical trials of new drugs in humanitarian spirit.

    Traditional and herbal remedies are often tried after orthodox treatment fails. Palliative care may include pain killers and some of them, such as morphine and other opioids, are strong.  Alternative medicine approaches,including acupuncture and massage, may be sought to relieve pain.  Some treatments maybe debilitating and have to be stopped.

    Thecare giver assists the patient to take the medicines or treatments and to control symptomssuch as nausea and vomiting.  The care giver also assists the patient with normal life activitiessuchas movement, eating, drinking, using the toilet, and bathing. The caregiver tries to make the patient comfortable and attends to the patient’s psychological needs. The caregiver is a listener and supporter and also protects the patient’s privacy and improves the dignity of the patient.

    The care giver assists with the patients’ schedules, e.g. for meals, exercise, physical therapy, counselling, social activities with other members of a hospice or nursing home, and prayer.

    The care taker also guards the patient.  For example, visitors may commence unwholesome talk by the bedside thinking the patient is unconscious.  The caretaker may intervene because it is medically known that people have unexpected sensitivities under unconscious states.

    The care giver consults a clinician (doctor) or nurse if the situation of the patient changes such as a changed mental status towards depression or suicide, non-compliance with medication, increased pain and discomfort, breathing distress, inability to pass urine or stool, if the patient has an accident such as a fall or choking, and if the patient refuses food or drink.

    Refusalof nutrition may signal a person anticipates imminent death.  The care giver also consults or calls in a patient’s chaplain or spiritual director, loved ones, or friends when appropriate.  An elderly patient may have an only child living and working in a faraway place.   The care giver is sensitive to the patient’s relationship matters, contacts, and accessibilities of loved ones and nexts-of-kin (NOK’s).

    The care giver is also sensitive to the religious needs of the patients.  For example, for a Moslem patient, “Muslim families may want to position the bed of the dying to face the Holy Mosque in Makkah….The body of the deceased should be handled and transported with the highest possible degree of dignity, as the sanctity of the dead person is considered the same as the living. Autopsies are strictly prohibited unless they are required by law….The whole dead body must be washed and shrouded and then carried by the relatives and Muslim community to the mosque to perform funeral prayers before burial.” (Al-Shahri MZ, Fadul N and Elsayem A.European Journal of Palliative Care 2007; 13(4): 164-7).

    During the period in hospice, a patient is not only supported in pain relief and made comfortable, but he or she also receives counselling about dying and the afterlife and is supported in completing his or life’s goals that can be achieved. These include relationships, reconciliations, finance, legal matters, and planning of a funeral. The patient is assisted in seeing relatives and friends who may come to visit.

    The person is assisted in spiritual matters such as despair, doubt, skepticism, anger, faith, hope, forgiveness, etc.  Some Christians invite a priest for confession of their sins and to receive last sacraments.  Members of a faith community may visit regularly for comforting and prayers including single and uplifting activities.Friends may come with a few favorite things to help the patient enjoy his or her last days as best as possible.

    Most people like to be at home in their final days rather than in a nursing home or hospice therefore hospices willingly arrange care and support at home.  Whether the patient is at home or in a hospice facility, hospice care tries to include the family of the patient.  Spouses, children, parents, and siblings are all supported.

    Many people are not dying, and are healthy, busy, happy people.  Volunteers are sometimes helpful as needed company, to assist with chores and tasks, and to converse and share interests with the terminally ill patient.  Loneliness should not be an added pain for a dying person. If the person is comfortable with company, he or she should never lack company from amongst family, friends, associates, and volunteers.

    Humans are inherently social and unconditionally in need of love. No human should have to die uncared for: no prisoner, no criminal, no sinner, no outcast, no saint.  Nobody should have to wait for death to be loved, but if a person never felt loved in his or her lifetime, he or she,at least, should experience it before yidng.

    Dr. ‘Bola John is a biomedical scientist based in Nigeria and in the USA.   For any comments or questions on this column, please email bolajohnwritings@yahoo.com or call 08160944635

  • How to get grants for traditional medicine care

    How to get grants for traditional medicine care

    Prof Olukemi  Odukoya, Dean, Faculty of Pharmacy, College of Medicine, University of Lagos (UNILAG) and  leader of the research team in the Department of Pharmacognosy, answers the question below:

    The Lagos State Research and Development Council (LRDC) is a Lagos State Government initiative to drive research and innovation in Lagos State. Part of the objectives of the LRDC are to develop an economic and business climate that rewards innovation; develop and support initiatives that takes innovative ideas to implementation; enabling legislation and policies for innovation; develop human, physical and technological resources for innovation; create strong networks to facilitate the flow of ideas, expertise and knowledge for innovation; develop policies and incentives to encourage private-sector investment in innovation and research and development and also invest in research and innovation via grants, equity funding and match funding.

    The team at the Department of Pharmacognosy, Faculty of Pharmacy, University of Lagos (UNILAG) identified that there is a dearth of access to primary health care. And where available, may not be affordable. We made a proposal on this, i.e, making healthcare more accessible to Lagos residents. The proposal was successful and the project we proposed is already ongoing.

    It is a Model herbal clinic for the Department of Pharmacognosy in collaboration with the Lagos State Traditional Medicine Board (LSTMB)with the aim of teaching, research and direct community assistance purposes where herbal medicines with proven efficacy through thorough, verifiable and reproducible research as a contributor to the primary health care of people. The project will translate the experience gained from the model herbal clinic located within the building of the Faculty of Pharmacy, University of Lagos and equipped with formulations from the research efforts of the academic staff to model clinics within designated primary health centres in Lagos State.

    The title of the Research project is: Translational research from gown to town: Development of model herbal clinics and medicinal plants regeneration centres in Lagos State. I am the team leader while other members are Dr. Bunmi Omoseyindemi; Dr. (Mrs) Glory Ajayi; Dr. Abimbola A. Sowemimo; Dr. Joy I. Odimegwu and late Prof Gbemisola A. Agbelusi.

    The amount received from the Lagos State Research and Development Council is Two million, two hundred and fifty six thousand, two hundred and fifty naira (N2, 256,250).

    It is good Lagos State Traditional Medicine Board has several success stories to its credit. They have been able to successfully retrain Traditional Birth Attendants (TBA) for effective use within the community hence reducing maternal mortalities. They have also put in place a good referral system to the primary health centres. Also, it has been recorded that the dropout rate for immunisation within the state at TBA facilities has been found to be lower than at government hospitals.

     

    Stated project objectives

    •Transformation of laboratory research work to practical everyday use for Lagos communities for better health for all.

    •Promoting research for solutions to common-but-difficult to solve ailments e.g. obesity, fertility, sickle cell anemia, cancers, malaria, microbial infections etc.

    •Introducing and training Pharmacy students and teachers on real-life solutions proffered by herbal medicines in disease management and eradication to be applied to public health systems.

    •Regeneration of medicinal plants in common use to tackle the ever-present problem of their depletion and encourage use of materials that are locally sourced from our local environment.

    •Introducing to the environment what has been taken from it in an eco-friendly manner.

    •Encouraging cultivation of medicinal plants as a means of supporting the economy and raising the current low standard of living of the medicinal plant farmers.

    •Provide dividends of democracy through the integration of herbal medicines into primary health care.

    The team has done the following to date: Acquisition of machines/equipment/consumables; purchase of an automated tea bag packing machine to measure, fill and seal herbal medicinal teas; tea packaging filters; plastic containers and UV Light air steriliser for the processing laboratory.

    In addition, the project has been able to do a collection of plant materials.

    The collection, drying and grinding and bagging of plant materials is on-going.  The demand is being documented by the research assistant. The team has also visited the Lagos State Traditional Medicine Board Medicinal Plant Propagation site at Itoikin and the Board already committed a portion of the land to construction of ‘Green house’ for cultivation.

     

    Preliminary impact of grant

    Indication of preliminary impact of the project as executed so far: The automated tea bag packing machine can automatically complete such functions as bag-making, filling, measuring, sealing, thread feeding, labeling, cutting and counting, thus reducing labor expenses and improving production efficiency and sterility. Thus the Faculty can boast of a well-equipped herbal processing laboratory set to provide researchers and students with specialised skills on the formulation of herbal teas. It is the first to be recorded in any University across the nation.  It will assist in the practical training of Pharmacy students and teachers on formulation of real-life solutions proffered by herbal medicines in disease management and eradication to be applied to public health systems.

    The team in collaboration with the Lagos State Traditional Medicine Board team is set to support the takeoff at two designated sites, for the model herbal clinic (Onikan, and Ikorodu). The Onikan clinic is in the process of renovation by the research team.

    Clinic dates have been scheduled out for consultation and management of disease states with the Traditional Medicine Board as follows: Mondays- stress; Tuesdays- Hypertension; Wednesdays- Diabetes; Thursdays- General consultation, including Sickle Cell anaemia and then Fridays are for antenatal and infertility.

    Visited the Lagos State Traditional Medicine Board Medicinal Plant Propagation site at Itoikin and the Board already committed a portion of the land to Construction of green house for cultivation.

     

    Constraint/Limitation

    The team waited for a long time for the supply of the automated tea bagging machine; infrequent power supply affecting the grinding of the plant materials. We are able to proffer solutions to the identified problems with the supply of the machine and team awaiting supplies of other machines for the next phase and the purchase of a power generator.

     

    Evaluation:

    The level of project completion against the stated overall targets/performance indicators is 65 percent completed.

  • Abia reassures residents of quality health care delivery

    Abia reassures residents of quality health care delivery

    Abia State Government has reassured its citizens of its commitment to providing quality health care service delivery to them irrespective of their political and religious leanings and wherever they may come from.

    Speaking at the launch of the Health Fair in Bende Local Government Area, wife of the governor, Lady Mercy Odochi Orji said the commitment accounts for the huge government investment in the health sector whose aim was to enhance people’s access to quality health care services.

    Lady Orji said it was in furtherance of this objective that necessitated the building of the specialist hospitals in Aba and Umuahia, the dialysis centre in Umuahia and the chest, ear and eye centres also at Amachara in Umuahia.

    She maintained that government had also built 100-bed hospitals in nine local government areas and over 250 primary healthcare centres in various wards of the state, all with the aim of ensuring healthcare delivery at the doorsteps of the citizens.

    The governor’s wife commended the state governor, Chief Theodore Orji for showing great commitment in the health sector which has enhanced the quality

    of healthcare delivery and in ensuring that people of Abia State remain healthy.

    Speaking about the health fair, Lady Orji said it was aimed at educating and sensitising the people, particularly the aged about their health status and benefits of maintaining healthy living. She advised the people on the need to go for routine medical checkups.

    Lady Orji noted that good dietary and regular exercise will ensure physical fitness and ensure longer life, stressing that health of the people is the concern of the present administration. She also pledged that it will not be compromised for anything else.

    She also advised them to maintain clean environment, regular visit to health centres, even as she urged the aged to control their cholesterol and sugar levels by eating more of vegetables and fruits.

    She added that the fair was part of the health packages of Governor Orji which are targeted at reaching the people of Abia who live in the rural areas and taking the state to higher level of development. She opined that when the people are healthy, the state and government will be the better for it.

    Earlier in his address, the Commissioner for Health, Dr. Okechukwu Ogah said the health fair was a health awareness campaign aimed at explaining, promoting and providing health information to the people due to current insurgency of non-communicable diseases.

    Dr. Ogah said diseases such as hypertension and diabetes have become alarming health concerns globally and leading causes of most deaths in the world due to lack of appropriate knowledge among the patients as they do not show clear symptoms early enough.

    He commended the governor for recognising the importance of health of the people by ensuring that they remain healthy and enjoy the benefits of democracy, through the provision of healthcare facilities for the people at the rural areas.

    Dr. Ogah further praised the wife of the governor for her untiring efforts towards ensuring that the people of Abia stay healthy through her numerous health programmes. He urged the people to make good use of information and opportunity provided at the fair in bringing healthcare delivery closer to them.

    In his speech, the chairman of the council, Mr Ukwu Rocks Emma commended

    the Abia governor’s wife for promoting quality healthcare delivery for the people. He further enumerated other achievements of the governor and his wife which have positively touched the lives of the people.

     

     

  • When will operators’ care centres care?

    Often, what the subscribers complain about are their inability to make calls, drop calls or call diversion. It has been taken for granted that any attempt to get a quick fix is to complain through the codes provided by the service providers. LUCAS AJANAKU reports that instead of addressing subscribers’ pains, call centres have become pain centres.

    A science teacher in Prudent Comprehensive College, Egbeda, on the outskirts of Lagos, Mr George Akpan, desperately wanted to call his fiancé who had left him after concluding their wedding arrangements. He had suddenly realised that one of the items on the list his would-be mother-in-law gave to him had been overtaken by spiritual advice of his church marriage counsellor.

    So, he picked his mobile phone, dialed his fiance’s number and discovered that the airtime on the phone was not enough to make the call. He promptly ordered for a recharge card from a retailer in his neighbourhood. After several futile attempts at loading, the recharge card vendor suggested that he called the customer care line to get help.

    “When I dialled the three-digit number, there was no success at all. After several attempts, there was a response from an answering machine. I dilligently followed the instructions. I needed to speak with a human being and not a machine, so obeyed the instructions until it linked me up with a customer care agent. At that point, I thought my agonies were over only to be asked to hold on and compelled to listen to music. I was kept waiting for more than 30 minutes. My battery got depleted and the phone went off,” he said.

    For George, who lives in Itele, a Lagos suburb, to get to the nearest customer care centre of his service provider to address his problem, he would have to commute to Ikeja. If he attempts to do that, he may spend the rest of the day on the road and still fail to meet the customer care attendants in the office and the urgency of his situation made that option not viable enough at that particular point in time. So, he resigned to fate.

    A lady who simply identified herself as Esther recalled the bitter experience she got while trying to call the customer care line of her service provider. According to her, the issue she wanted her service providers to attend to was persistent disappearance of network signal on the screen of her mobile phone.

    “I noticed that network signal was always appearing and disappearing on my phone. I thought the fault was from my mobile phone, so, I went to get a new one but the problem persisted. So, I was advised to speak to my customer care attendant through the customer care line. I called and after being treated to unsolicited music, a machine answered me and urged me to hold on as all the customer care consultants were busy. After a long wait, the same machine asked me to visit the firm’s website. I was angry and just threw the phone on the chair,” she said.

    For Esther, who lives in Ogba, Ikeja, she is gripped with the fear of the crowd she will meet when she eventually decides to visit the customer care centre since the virtual has failed her.

    The issue of subscribers getting quick-fix to the enormous challenges they encounter daily as they make use of their mobile phones have been a great challenge.

    Ademola Okubule, a subscriber who attended a forum organised by the National Association of Telecoms Subscribers (NATCOMS) in Lagos, complained that some of the customer care consultants who pick calls are indecent in their responses.

    He lamented that calls were rarely picked and when they were ever picked, a shrew picks the call and responds in an unpolished, uncultured manner, regardless of the calibre of the person that was on the line.

    But General Manager, Regulatory Affairs, MTN, Oyeronke Oyetunde, who attended the event, said contrary to the insinuation that the attendants were not trained, she said the telco invests heavily on training customer attendants. According to her, rather than the attendants being rude, it is the other way round.

    She said a lot of the callers engage in frivolous calls, adding that some would call to say: “I just want to hear your voice.”

    Chief Executive Officer, Airtel, Segun Ogunsanya, said the customer has no need visiting any structure to get his/her problem fixed. According to him, at the click of a button, the problems are addressed using the virtual space.

    Inadequate customer care centres across the country has continued to be a recurring challenge in the industry. While active telephone lines have grown exponentially, customer service centres to address increasing demands of customers have not been in commensurate numbers.

    At the 48th edition of the monthly Telecom Consumer Parliament in Lagos, it was a major issue that took centre stage. Subscribers took turns to recount their ordeal while trying to call customer care lines.

    Former Executive Vice Chairman (EVC) of the Nigerian Communications Commission (NCC) Ernest Nduwke, who moderated at the session which had fair representation of the operators, was so incensed that he warned the operators to take urgent steps to address the problem.

    “”But we cannot continue like this. Something has to be done. I have made several appeals before now to the operators to expand their customer care centres to carry more capacities. That should be taken seriously. We may have to find a way of dealing with any operator that fails to take the issue of customer care centre very serious. That is the truth of the matter. We cannot continue repeating this issue at every forum. Enough is enough,” Ndukwe said.

    With a population of over 170 million and a subscriber base that stands at over 120 million, the need to get customer care centres sited in proximity to the subscribers cannot be over-emphasised. This is because daily, subscribers will have one issue or the other that will require the attention of the service providers. But the situation is not so in Nigeria. As a matter of fact, a community that is densely populated as Ipaja, a Lagos suburb, the nearest customer care centres are located in Egbeda, a place where a subscriber will require about N500 to visit. And when you brave the odds to get to some of them, you are assailed by a huge crowd who have one complaint or the other.

    President, NATCOMS, Deolu Ogunbanjo, says the situation is worrisome and wants the operators to increase the number of care centres so that succour could come the way of subscribers.

    “The ideal situation is that for every 100,000 subscribers, a customer care centre ought to be sited within the customer cluster. But since we are usually far from the ideal situation, let the operators allocate a customer care centre for between every 200,000 and 500,000 subscribers. Lagos State where there are no fewer than 10 million subscribers should have a minimum of 10 customer care centres,” he said.

    According to him, though the operators are trying to reduce the pressure on the few available care centres by guiding subscribers through voice prompts to solve some of their challenges, it is not helping the situation.

    A sector analyst said some of the operators have hired third party agents to run some of their customer care centres, more still needs to be opened considering the huge profit the operators are making in the country if only that will be a way of appreciating their continued patronage.

    “I strongly feel that the NCC needs to do more to get the operators to do the right things in this area of customer care. As a matter of fact, quick response to customers’ complaints should be included in the key performance indicators (KPIs) which form the barometer for imposing sanctions on the operators. May be if that is done, the service providers will expand their scope. I know they are doing that now through business process outsourcing (BPO), they should get their contractors to expand and train customer care agents,” the analyst said.

  • Gotv reward vendors

    Gotv reward vendors

    CONTINUING with its monthly loyalty scheme, Digital pay-TV operator, GOtv, has rewarded its vendors with bumper prizes for outstanding performance at a ceremony held on Wednesday, 23 October at the Rodizzio Lounge, Ikeja in Lagos. Seventeen vendors were rewarded for the months of June to September 2013. Among the prizes received were branded GOtv tricycles, generators, and refrigerators.

    Speaking at the presentation ceremony, General Manager, GOtv Nigeria, Mrs Elizabeth Amkpa, said that the platform is built on local partnerships and committed to delivering family entertainment. Explaining that the loyalty scheme was developed to empower entrepreneurs and reward outstanding sales performance among GOtv vendors, she stated that CARE – Consistency, Accessibility, Reliability and Efficiency are virtues which GOtv are known for and that the vendors who qualified for the prizes are those who have been consistent in their sales since the introduction of the scheme.

    “Our vendors are an important channel in the GOtv value chain. We are excited to see the progress you have made, from purchasing as little as five decoders when you started to over a hundred units at the minimum currently. By your efforts, potential subscribers all around the cities in which GOtv signals are live can easily access GOtv and enjoy exciting quality digital entertainment and we are appreciative of your support,” Mrs Amkpa said.

    Mr. Ismaila Sulaimon Ayinde of Segabiz Nigeria Enterprises and Mrs. Bolanle Adegbenro of Ofemina Concept were awarded special prizes of branded tricycles, popularly called Keke Napep, for outperforming others, citing them as role models for other GOtv vendors to emulate.

    Thanking GOtv for the reward and recognition, Adegbenro stated that she has been highly empowered by virtue of her status as a GOtv vendor.

  • Do you care for clean chin?

    Do you care for clean chin?

    THERE’S nothing quite as frustrating as cleaning up with a close shave, only to suffer from razor bumps. But, if you suffer from razor bumps and ingrown hair, there are ways to combat this unsightly and uncomfortable condition. Razor bumps occur when the skin gets irritated or when it starts itching after you have shaved. What follows next are bumps which will form small hard outgrowths that cause a lot of discomfort and pain.

    Finding a solution to this condition is always a difficult task. Nevertheless, there are several ways to combat these tiny ugly monsters. For example, there are some bump removing products that are highly effective.

    However, adhering to the following rules, one could minimize the effects of razor and shaving-related skin irritation.

    *Rinse your blade under hot water before you begin to shave.

    *Scrub your face with a facial scrub lotion. This will help remove dead skin, bring out ingrown hair and reduce razor burn rashes.

    *According to some school of thought, the best time to shave is after you must have taken a shower or after washing your face in warm water.

    *Use new razor blades always.

    *If you are using an electric clipper, be sure to clean and sterilize the blades regularly.

    *Brush off hair on the blade after each stroke.

    *After you must have completed shaving, wash your face and head in cold water with antiseptic soap.