Page 474 - ANUAL REPORT MOH 2017

items such as suspenders (bunting), banners and billboards; articles for press insertion; speech
text; and MoH services information delivery program;
• Managing public and media relations by planning media strategies in disseminating information
through media coverage/press conferences, press releases, media releases and special TV/radio/
press interviews, as well as programs with media; and
• Delivering information regarding the facts and situations that are relevant to the MoH.

4. STRATEGIC COMMUNICATIONS SECTION
• Coordinating post master input on the official portal of MoH.
• Managing the MoH’s social media accounts by ensuring that the contents are constantly updated
with MoH programs/activities and current issues related to health services.

ACTIVITIES AND ACHIEVEMENTS

1. COMPLAINT MANAGEMENT SECTION
The Ministry of Health Malaysia (MoH) has received a total number of 7605 complaints in 2017 with
the categories listed as in Table 1:

Table 1
Number of Complaints received by Categories in Year 2017

No Complaints Category Duration of Complaint Completion Total Amount
1. Simple 5 Working Days 324
2. Moderate 15 Working Days 5,570
3. Complex >16 – 365 Days 1,711
Total 7,605

Source : Complaint Management Section, UKK

Overall, MoH has achieved 96 per cent settlement of total complaints received. As for the simple and
moderate categories, a total of 5073 (85.4 per cent) have been resolved as per stated in MoH charter
(Table 2):

Table 2
Number of accepted and settled Complaints In 2017

No Complaints Category Accepted Settled Completed 15 Days
1. Simple 324 324 324
2. Moderate 5,570 5,532 4,436
3. Complex 1,711 1,452 -
Total 7,605 7,308 (96%) 4,760

Source : Complaint Management Section, UKK

MoH also analyzed the complaints in accordance with the 14 categories of complaints from the Public
Complaints Management System (SiSPAA) as shown in Table 3 below:

MINISTRY OF HEALTH MALAYSIA ANNUAL REPORT 2017 473