3) Positive and caring attitudes . Staff attitude remained a challenge though it had improved. . Training of managers and personnel on Batho Pele Principles and change management was done. . Other strategies to improve attitude were unfolding like forming task teams and plans were in place for their analysis. . Feedback was given to staff through monthly meetings and quarterly mass meetings including other scheduled meetings. . Complaints were managed and resolved according to the complaints management policy by sectional complaints managers and quality assurance. . Reports of staff misconduct are reported, code of conduct and policy signed, distributed to all departments for staff to sign.