Mr. Igihanga,

Like you, the staff and employees of King Faisal Hospital are very proud of the wonderful accomplishments over the last few years which have moved Rwanda from a country of despair to one of great hope.

And before I address the issues you raised I want to thank you for pointing out some important positives about King Faisal like the timely and "superb” service you received in the Emergency Room and new specialists in "practically all fields ".

We realize that waiting for anything, particularly when you’re not feeling well, is frustrating. And I want to apologize for your abnormally long wait.

However, particularly in Radiology it is hard to meet patients expectations like yours where you thought you would be through in minutes until you know what was happening to the patients ahead of you.

Historically, here and elsewhere, patients get frustrated at waiting unless they are the patient being taken care of.

Your wait however was definitely unusual and should it even be half as long on a future visit please go immediately to our Customer Care Department which is right next to Radiology and ask for clarification and action for your care.
I also certainly agree with you that the core duty of a hospital is to give the best care with the best doctors and the best equipment. And we are in the process of doing just that.

Again, with the support and direction of the Minister of Health and the Government, our hospital staff has been working hard over the last year to plan for a major expansion of our services and facilities.

With advances in modern medicine, more and more care is being provided in an outpatient setting so we are planning to add a Physicians Plaza with more efficient clinics and departments.

In addition to that we are planning to add some of the latest in medical equipment and sevices like an MRI unit and a Cardiac Catherization unit to service our patients.

Changes like these at a modern hospital require a very sophisticated computer information system.

Such a system usually takes 18 months to install and we are trying to do it in 12 months. This new system will speed up both the registration system and the check out/bill paying delays which you experienced..

Again, I want to thank you for your input which will help us make King Faisal a world class hospital with world class service for the country of Rwanda. Sincerely,

John McCally
Director General
King Faisal Hospital
Kigali,Rwanda