Kwa-Thema – The Kwa-Thema Community Health Centre (Kwa-Thema Clinic) held its third annual Service Excellence Awards on November 21. Over 70 employees were honoured with awards recognising their hard work and dedication.
This ceremony was attended by distinguished guests, including the district director, representatives from the District Quality Department, assistant directors from the East sub-district and managers from neighbouring facilities.
The awards also received sponsorship from Gold One, Savemore, Kunene Butchery-KKK and others. Founder and organiser of the awards, Vuyelwa Mahlangu, the quality assurance co-ordinator at the facility, explained the heart behind one of the most meaningful events at the centre.
“The initiative was born out of a difficult time, driven by frustration, negative public perception and declining staff morale. The Community Health Centre (CHC) is the only 24-hour service-providing CHC in the area.
Jonathan Bebeda and Thabo Letsoso hold the certificates. Photo: Nomsa Ngubeni
“It receives many patients, often from other facilities. Many arrive carrying dissatisfaction, anger and disappointment from previous experiences,” she said.
“When they reach the CHC, they are already emotionally strained. It resulted in loud criticism online and in public spaces. The facility often trended for negative concerns, and staff morale began to decline.
“Staff who worked tirelessly were portrayed as if they were failing the community, and the negativity began to erode their sense of purpose.”
Mahlangu said it was during that period that she thought about introducing the awards. She believed that even in the midst of hardship, there must be a day in the year dedicated to honouring those who continue to give their best. The first Service Excellence Awards were in May 2023, and the results were almost instant.
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“Staff began to feel seen, appreciated and motivated. Attitudes shifted. Performance indicators improved. The atmosphere in the facility slowly changed. The awards have continued to grow,” she added.
This year, the facility included patients in the voting and nomination processes. Over a week, individuals visiting the clinic could vote for their best-performing staff members.
“The feedback was overwhelmingly positive. In some cases, patients struggled to choose only one name because they felt multiple staff members deserved recognition.
“Their satisfaction served as evidence that the centre’s efforts were not only restoring morale but also improving service delivery,” explained Mahlangu.
Nomthenjwa Makhubo, Tlou Matjokana, Siyabulela Wopula and Ntombenhle Nkosi. Photo: Nomsa Ngubeni
She said the recognition system is rooted in real performance, not popularity. The facility monitors key indicators throughout the year to identify areas that perform poorly and those that show consistent excellence.
Staff who go above expectations receive awards.
“Compliments from the community also matter. The individual who receives the highest number of patient compliments is honoured.
“The awards influence every unit, from the chronic department, allied workers, wards, maternity, child health, outreach teams and management,” said Mahlangu.
“There is also an overall top performer, the best-dressed, and an employee of the year. The impact extends beyond morale.”
Mahlangu explained that there was a staff member who once received many complaints but has now shown remarkable growth. She added that one employee, previously known for negative interactions, was trained in customer service support and mentorship.
“Complaints against her have steadily decreased. Today, she receives the award for most improved employee, a recognition of how far she has come and how effort can rewrite a reputation,” Mahlangu said.
She also said the facility takes evaluations seriously. Three suggestion boxes are placed strategically throughout the clinic to encourage patients to submit concerns and leave contact details.
“Every complaint is investigated. Patients are contacted, issues are addressed, and accountability measures are applied where necessary. Over time, the process has improved, and the numbers reflect the change,” she highlighted.
In conclusion, Mahlangu’s message to the staff was grounded in faith and work ethic. She reminded them that blessings come through effort, urging every employee to continue striving for excellence, not only for recognition but for the people who depend on their service.
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