The Millennium Heights Medical Complex (MHMC) on Wednesday outlined a series of measures aimed at addressing operational challenges and improving services across its healthcare facilities.
At his first press conference since becoming CEO in November 2024, Damian Greaves focused on the public hospital facilities, especially OKEU (Owen King EU) Hospital. He outlined four main priorities as the hospital works to improve what he called a negative public perception.
“Our public hospital is under pressure, but it is not standing still,” Greaves stated. He cited growing demand for hospital services, rising numbers of patients developing long-term conditions requiring extended treatment, and other resource constraints, including “pressure on hospital beds, challenges with medicines and supplies and work processes.”
The focus areas include:
1) Improving how patients move through the hospital
Greaves noted that patients sometimes face challenges getting admitted when beds are full. He said the hospital is reviewing how it manages beds, handles admissions and discharges, and communicates between departments.
2) Strengthening the way MHMC manages and collects revenue
This includes improving its billing and collection systems.
3) Improving the use of technology
“Too much hospital work still depends on paper, handwritten records and manual processes.”
According to Greaves, the lack of digital systems contributes to delays. The institution is working to introduce digital tools to improve billing, financial management, data collection and decision-making.
4) Investing in employees
Greaves said the hospital is working with local, regional, and international groups to give employees more chances for training and professional growth. This includes “clinical training, leadership development, customer service, information technology and other areas that are essential to modern healthcare”.
Greaves responded to reports on social media about poor treatment by some hospital staff, saying that customer service is a top training priority. He noted that although the hospital also receives positive reviews that rarely attract public attention, it remains committed to implementing measures to better manage escalating conflicts involving patients and aggression towards staff.
“Our security officers are also going to be trained to look into that and also our general staff members, to try to speak to people and minimise their opportunity to move in that direction,” Greaves said.
He later added, “We have issues. But one of the things I want people to understand is it doesn’t happen overnight… we’re looking at all of the issues that lead to people’s negative perception of the hospital.”
The CEO also said that the hospital is working on its 2026-2031 strategic plan, which will guide its future development.
