“Quality care at all times, in all places where you find yourself in the healthcare system.” That’s how Dr Ama Agyeman-Dua, Quality Manager at Pentecost Hospital Madina in Ghana, describes what SafeCare means to her, and to the 70-bed mission hospital she works in.
Established in 1997 by the Church of Pentecost and a member of the Christian Health Association Ghana (CHAG) network, the hospital was set up to give the Madina community and its surrounding areas access to reliable, quality healthcare.
That mission is now backed by a decade-long relationship with SafeCare. The hospital’s first baseline assessment took place in 2015, followed by further assessments in 2021, 2023, and 2025, each confirming a Level 4 standard. The team is preparing for what comes next, with Level 5 as the goal.
What’s kept the standard in place
Sustaining that standard for ten years hasn’t come from one single change, but from three areas reinforcing each other: how care is delivered, how patients experience it, and how the people delivering it are managed.
- Patient safety, built into daily practice. The hospital has strengthened its clinical protocols, incident reporting, and infection control practices across every department, clinical and non-clinical alike. New policies continue to be developed to guide staff toward consistent, accountable service delivery.
- Care built around the patient. A dedicated Customer Experience Office now shapes how patients are received, informed, and supported throughout their care. The office also handles complaints directly, with prompt feedback to patients. Lab services have been extended to two key service points, Antenatal and Corporate units, cutting waiting times and easing the overall experience for patients.
- Stronger management behind the scenes. Governance and human resource practices have been tightened to support staff and leadership alike. Every staff file now holds a current, signed job description, so roles and responsibilities are clear. A staffing plan tracks data like punctuality, absenteeism, turnover, and sickness rates, helping the hospital manage its workforce despite ongoing staffing constraints.
Looking ahead
The hospital’s next assessment will determine whether Level 4 becomes Level 5. For now, ten years of consistency is the foundation it’s building on.
Watch Dr Agyeman-Dua explain what SafeCare means to her hospital in the video below.