cimas recently received the inaugural Zimbabwe Service Excellence Health Sector Award from The Contact Centre Association of Zimbabwe (CCAZ).
Organised and managed by the Contact Centre Association of Zimbabwe in partnership with the Ministry of Tourism, Consumer Council of Zimbabwe and Zimbabwe Tourism Authority, the award was in recognition of exceptional customer service.
Mac Chaora, Cimas group chief executive officer said the award was in recognition of the society’s efforts to provide superior service.
Cimas staff welcomed the news of the award and promised to continue with their efforts to surpass client expectations.
CCAZ aims to improve knowledge of the components of customer service excellence through the Zimbabwe Service Excellence Awards, research training and development programmes, publications, conferences and customer focus groups.
The judging committee for the awards consisted of captains of industry, academics, and professionals actively involved in the customer service profession. The key stages of the national judging included:
- Individual evaluation of submissions by members of the judging committee
- Site visit by mystery shopping consultants to clarify elements of the submission by auditing it against the set criteria.
- Counting of online and physical questionnaire votes
- Judging committee reviews results and selects winners, high commendations and encouragement awards in each category.
Cimas’ mandate: To serve interests of its members
CIMAS Medical Aid Society is a non-profit organisation whose mandate is to serve the interests of its members.
We began operations in 1945 when we offered one medical aid package, which is now known as the General Package. We are virtually a learning organisation, constantly in touch with our stakeholders and their needs.
It is this very characteristic which has seen us maintain our position over 67 years of existence as the country’s leading medical aid society. Our approach towards attaining member satisfaction is from “an outside looking in” perspective; tapping into member’s needs and desires and aligning our operations and benefits from the member’s point of view.
In March this year the Society reviewed benefits across all five local packages to improve access to healthcare services.
We have also been working tirelessly to improve the acceptability of our membership card by healthcare service providers and currently the card is accepted by over 95% of service providers.
In 2011 we commissioned a customer satisfaction survey seeking to improve our benefits and services in a bid to delight members. It is from the standpoint of an open organisation, which fully interacts with the wider environment within which we operate that the society has undergone two major transformations in the last decade; in 2005 and 2011.
Last year we unbundled our medical aid administration functions from the society in order to enhance efficiency and effectiveness. The unbundled medical aid administration services unit intends to provide service not only to anchor customer Cimas, but also to independent medical aid and insurance companies.
In 2005 the society devolved its operations through the formation of five strategic business units. Formed with the main aim of providing funding for healthcare costs for members, the Society upon prompting from membership set up divisions which ventured into primary and tertiary healthcare; Medical Services and Healthcare Services Divisions.
In a bid to make a positive contribution to the local community Cimas has always been at the forefront of bringing into the country services that are not found locally. In 1996, we introduced MRI services in Zimbabwe through a joint venture, and in 2001 brought private haemodialysis for the treatment of renal failure and were involved in the setting up of a chemotherapy unit in 2005 for cancer treatment.
At the height of the medical skills brain drain and break down of healthcare facilities in the country, the Society set up a network of clinics in 2005 to enable members and the public in general to access quality healthcare. In 2006 the Society received the Auxillia Chimusoro award for being the first medical aid society in Zimbabwe to provide cover for access to Anti- Retroviral Therapy for HIV/Aids.
As part of our corporate social investment initiatives the society is sponsoring the training of healthcare services professionals to help the national manpower development programme achieve its goals. Through the Cimas Health Education Fund, a total of 23 students have been trained as medical doctors, pharmacists and medical laboratory scientists since 2007. One student has also received assistance to train as an instruments and control technician.
In addition we have over the years spent considerable funds in assisting health related organisations such as the Cancer Association, St Giles Rehabilitation Centre and Diabetes Association.