Windhoek: The Ministry of Health and Social Services on Wednesday launched a new Standard Operating Procedure (SOP) for the management of complaints at public health facilities, describing it as a key step towards building a more transparent, responsive, and accountable healthcare system.According to Namibia Press Agency, Deputy Executive Director Theo-Ben Kandetu acknowledged that public health institutions have faced criticism over resource constraints, supply shortages, infrastructure challenges, allegations of unprofessional conduct, poor communication, and breaches of patient confidentiality.The SOP introduces a structured complaints management framework, including a risk-based classification system that categorizes complaints according to their urgency and severity. Under the system, critical complaints involving allegations of abuse, negligence, or deaths linked to healthcare services must be reported immediately to facility management and escalated to senior management within 24 hours. Other compl aints relating to issues such as waiting times, cleanliness, and administrative delays will also be addressed through clearly defined channels.Kandetu said every complaint will now be documented, acknowledged, and resolved within specified timeframes. Also speaking at the event, Health Professions Council of Namibia Chief Executive Officer Cornelius Weyulu described the SOP as a significant milestone in strengthening accountability, responsiveness, and quality assurance within the healthcare system.Weyulu said effective complaints management plays an important role in patient-centered care and good governance, adding that the prompt acknowledgment, investigation, and resolution of complaints help reduce frustration and build public trust. He emphasized that confidentiality must remain a cornerstone of the complaints process, as cases often involve sensitive personal, clinical, and professional information.'Confidentiality is not an obstacle to accountability. Rather, it is a safeguard that protects the integrity, fairness, and credibility of the process,' he said. According to Weyulu, complaints can provide valuable insight into systemic challenges, communication gaps, and procedural shortcomings, creating opportunities to improve healthcare delivery and patient safety.