​Improving patient experience of care is at the core of the Gauteng Department of Health's (GDoH) priorities. Central to this is the continuous on boarding of more health facilities into the I Serve With a Smile (ISWAS) campaign.
Tambo Memorial Hospital in Boksburg joined the list of facilities who have now institutionalised the campaign. MEC for Health and Wellness, Nomantu Nkomo-Ralehoko, on Thursday, 05 June, led the launch of the campaign at the facility in Boksburg as part of continuous efforts to create a healthcare environment that is compassionate, respectful and service-driven. 
The ISWAS campaign seeks to promote a culture of empathy, professionalism and positive staff-patient interactions by improving the interpersonal aspects of care throughout Gauteng's public healthcare system. Since the launch of this campaign in November 2023, there has been a noticeable improvement in the patient experience of care. 
This improvement is well documented in the annual Patient Experience of Care (PEC) survey report for the 2024/25 financial year (FY). Gauteng public health facilities received an overall PEC score of 85%, a 1% improvement from the 2023/24 FY overall score. Out of the 1 492 387 responses received from users accessing healthcare in these facilities, 1 263 690 were positive. 
Although there is a noticeable improvement in the overall score, it is still below the national target of 90% which was increased from 80% in the 2023/24 FY to 90% in the 2024/25 FY.
Health facilities that achieved over 90% score in the 2024/35 FY include the Dr George Mukhari Academic Hospital, Steve Biko Academic Hospital, Bheki Mlangeni District Hospital, Weskoppies Psychiatric Hospital, Leratong Hospital, Far East Rand Hospital, Mamelodi Hospital, Sebokeng Hospital, Thelle Mogoerane Hospital, Bheki Mlangeni Hospital, Tshwane District Hospital, Sizwe Tropical Disease Hospital, Sterkfontein Hospital and Tshwane Rehabilitation Hospital. 
The majority of clinics and community health centres (CHC) in the province have also scored above 90%. These include Riverlea Major Clinic, Windsor Clinic, Lillian Ngoyi CHC, Crystal Park Clinic, Esangweni CHC, Karenpark Clinic, Sedilega Clinic, Soshanguve Block TT Clinic, Refentse Clinic, Zone 17 Clinic, Jameson Park Clinic, Carletonville Central Clinic, Khutsong East Clinic, Azaadville Clinc and Eric Ndleleni Clinic amongst others.
Service areas assessed for the PEC survey include access to services, availability and use of medicine, patient safety, cleanliness and infection prevention and control, values and attitudes and patient waiting times. The results show the impact of a number of interventions that have been put in place to improve patient experience of care, including the rollout of the I Serve With A Smile campaign. 
During the launch at Tambo Memorial Hospital, MEC Nkomo-Ralehoko reminded staff that the facility was named after a liberation struggle icon who embodied what it means to serve selflessly. "Oliver Reginal Tambo was a man who gave his life to serving with humility, dignity and grace. He served not for praise but for purpose. His wife mama Adelaide was  a nurse by profession and a freedom fighter by calling and she too was compassionate, brave and always committed to the wellbeing of others." 
MEC Nkomo-Ralehoko said the department was determined to build a healthcare system that listens, that heals with love and leads with care.