The Botswana Medical Aid Society (Bomaid) is taking bold steps to enhance customer experience and bring healthcare closer to its members. This week, Bomaid will host a series of Stakeholder Engagement Sessions in Gaborone on Tuesday, July 9 and Wednesday, July 10, as part of its ongoing mission to build an inclusive, transparent, and customer-driven healthcare environment.
These in-person sessions come as an extension of Bomaid’s growing ecosystem of engagement platforms—ranging from weekly radio shows to interactive webinars—all designed to empower members with information, access, and control over their health coverage.
Breaking away from traditional townhall-style forums, this week’s sessions will introduce a more intimate, table-based format to foster deeper conversation. Members of Bomaid’s Senior Leadership Team (SLT) will rotate across tables in pairs, engaging directly with members on key topics such as claims processing, benefits utilization, wellness programs, and technology enhancements.
Each round-table discussion will last approximately 15 to 20 minutes, giving members a chance to voice their views, ask direct questions, and receive personalised responses.
“Healthcare is deeply personal, and we want our customers to feel seen, heard, and supported. These sessions are designed to give customers direct access to our leadership and teams so they can gain clarity, offer input, and help shape a stronger Bomaid experience for all,” said Moraki Mokgosana, CEO and Principal Officer of Bomaid.
Beyond the in-person events, Bomaid is enhancing its digital presence to support members 24/7. With an upgraded website, a secure customer portal, and an active WhatsApp platform, members can now track claims, submit documents, and access plan information on the go.
“We are building a culture of accessibility and openness—both physically and digitally. These platforms, along with our face-to-face engagements, show our commitment to ensuring every customer has the support they need,” said Tshepo Happy Maphanyane, Corporate Communications Manager.
These digital innovations aim to reduce friction in accessing healthcare, while also increasing customer confidence in the processes that support their care.
“First Things First” airs on RB2 every Wednesday at 12:30 PM, and the next Customer Webinar will be held on Thursday, July 10 at 16:00 on Microsoft Teams. Members are encouraged to RSVP via sales@bomaid.co.bw.
Additionally, next week, Bomaid’s CEO will join national leaders at a conference focused on inclusive healthcare and human capital development, further cementing the Fund’s leadership in Botswana’s evolving healthcare sector.
At the heart of these initiatives is a united Bomaid team—spanning customer service, clinical, policy, and digital functions—working together to act on member feedback and deliver value at every point of interaction.
As Bomaid continues to evolve, these efforts highlight its role as more than just a medical aid provider. It is a responsive, human-centered healthcare partner—committed to meeting members where they are and walking with them every step of their health journey.
