An internal meeting on resolving complaints and challenges of NSSF members at the fund’s headquarters in Phnom Penh on January 2. NSSF
THE importance of swiftly addressing challenges encountered by and delivering services to National Social Security Fund (NSSF) members was underscored in a recent internal meeting led by NSSF acting director-general Meng Hong.
Stating the need for closer collaboration among specialised departments, Hong said the challenges faced by members are shared concerns that both the NSSF and the affiliated health facilities need to address promptly.
“We must adhere to clear principles to guarantee people receive accurate, swift and efficient services,” he said.
Hong stressed that the fund has a crucial role in quickly and effectively delivering services to its members. Resolving complaints and tackling challenges are vital tasks, especially when handled by the relevant units.
He urged members to connect with NSSF agents at hospitals, call 1286 or reach out through the official NSSF social media pages if they face challenges with services at local health partners. The NSSF team, he said, is ready to coordinate and resolve issues promptly.
Ath Thorn, president of the Cambodian Labour Confederation (CLC), said that while the NSSF has made efforts to improve health services, challenges persist. He claimed that many hospitals, despite offering services through the fund, still exhibit discrimination and lack attention towards patients using their NSSF card.
“Hospital services must improve to eliminate discrimination against NSSF patients. It’s not just about individual attitudes; hospitals, including directors, sometimes organise segregation. For instance, NSSF members might be directed to a different building, while general patients stay elsewhere, resulting in less attention to those using NSSF services,” he said.
Thorn said that starting this year, he will keep a close eye on irregularities in NSSF services, particularly related to childbirth. In the past, he claimed, there have been complaints about doctors urging surgical delivery in order to receive payments from both card holders and the fund. He plans to report the details of such cases directly to the labour ministry.
To enhance NSSF services, Thorn proposed that the ministry and NSSF conduct routine research and evaluations. This includes reinforcing the ethics and professionalism of doctors and hospitals overall, aiming to prevent discrimination and ensure attention to NSSF patients. This effort can be extended to major public hospitals and further support health partners across the country.
