The number of Nigerians recounting difficulties they faced calling the Nigeria Centre for Disease Control (NCDC) toll-free line 08097000010 to request for coronavirus (COVID-19) test has been rising by the day generating concern amongst the populace.
The centre has the mandate of leading the effort at prevention, detection and control of communicable diseases in the country and has been coordinating testing and response for COVID-19 in collaboration with states of the federation.
Though the centre has stated clearly that it was prioritising testing for people who have COVID-19 symptoms, with a travel history outside Nigeria in the last 14 days, and contact with a confirmed case or unknown source in states with high prevalence, some people who fit into this category are still experiencing hitches.
Those spoken to complained that the toll-free phone lines would either ring out without anyone responding or they would be answered by an agent but no one would come to take their samples.
Many Nigerians who returned from COVID-19 endemic countries and were also showing symptoms have complained about not being responded to or tested. Some also complain of the same hitches with the lines provided them to call in the states across the country.
Mohammed Sadiq who work with one of the power firms said he returned from outside the country and went into isolation for a 14-day period as recommended by the World Health Organisation (WHO) and the NCDC.
He said he contacted the NCDC for a test but to no avail. “I kept calling but it was difficult getting even a customer agent to take the calls. I was placed on hold several times. And finally when an agent picked, I was told I would be fine and should continue the isolation but that no test will be conducted.”
He said even on arrival in the country, temperature checks were not properly done at the airport in Abuja, while officials do not even ensure that people applied the two visible hand sanitizers at the international arrival section of the airport.
Dr. Tony Akah, a senior official of the Nigerian Electricity Regulatory Commission (NERC) had shared his experience on the social media after he returned recently from the United States.
He said he immediately isolated himself as required but NCDC which had taken their contacts on arrival at the airport for further checks and need for test, never did that.
“I came back from the US and have been in good health. However I was disappointed that I have not gotten any email, phone call or SMS from any COVID-19 coordinating agency, despite filling in such information at the airport,” he noted.
Another returnee who craved anonymity said she returned from a country endemic for COVID-19 and started coughing and having fever days after. She said she called the toll-free line for days but no one picked up. She had to call a well-placed person in government who made an arrangement for her to be tested before she came out negative.
A Facebook user, Rahman Kassim, posted a treatise detailing his ordeal with a colleague in their quest to get tested for COVID-19 by the Nigeria NCDC titled ‘The Agony of a Good Citizen of Nigeria’ a fortnight ago. In the post he said he made calls and when there was no response went to the centre and its reference laboratory at Gaduwa, Abuja, but was turned back.
He said: “We called the toll-free line and after all the stories normally recorded, when we chose to speak to an agent they end the call. We went to University of Abuja Teaching Hospital, Gwagwalada, they told us they don’t do testing there, that the hospital is only an isolation centre. They referred us back to NCDC office in town, saying that’s where the testing lab is.
“The first office told us they don’t do testing but they directed us to the second office saying that’s where testing is handled. The second office too directed us to NCDC National Reference Laboratory, Gaduwa.
“We visited the NCDC reference lab. On getting there, the security at the gate informed us that a lot of people were there earlier in the day and were turned away. They said they don’t do testing for individuals unless a person’s state took his sample and submitted it to them.
“They referred us to a circular posted at the gate and told us to contact the FCT Epidemiology team lead on COVID-19.”
Kassim said that also failed as the person that picked the call referred them to NCDC and then to a non-existing health organisation. The post concluded that the centre was doing selective testing which was dangerous, adding that a lot of people might have been infected already but for lack of testing they were moving about, infecting others.
When contacted, Dr Chikwe Ihekweazu, Director of the NCDC said: “In the first two weeks of confirmation of the first few cases, our call centres were overwhelmed as people panicked and sought more information.
“We have learned from that and expanded the lines. At the moment, we receive a minimum of 4,000 calls daily. We have also encouraged states to set up hotlines for state-level response. Finally, we have created several alternative platforms such as WhatsApp, Twitter messaging and an up-to-date microsite for people who do not have urgent queries to access. We will continue to learn and improve on this,” he said.
He said the centre has developed a protocol for signal monitoring, sample collection, transportation and testing, adding that if an individual has symptoms of the virus and recently returned from another country, or had contact with a confirmed case, he or she should contact the centre through his or her state hotline or through the NCDC call centre, SMS, WhatsApp or Twitter message platforms.
He said: “We recognise that our communication platforms were initially overwhelmed with millions of Nigerians calling our lines. We have now scaled up this capacity, developed alternative platforms and urge Nigerians to use this for emergency purposes.”
Dr Ihekweazu said when there is a suspected case, the centre works with the state to arrange for sample collection and transportation to one of the reference laboratories. “It is very important that we do not put ourselves and others at risk by traveling around. Please contact your state or NCDC to arrange for sample transportation. We have published state hotlines and graphics to describe this process.
“Finally, we re-assure Nigerians that we are working with other ministries, agencies and partners to quickly control this outbreak. The measures that have been put in place can only be successful, if we join hands in ensuring compliance,” he said.
Minister of State for Health Dr Adeleke Mamora said the ministry has received complaints about the call line and was working towards addressing them. He said government was working on increasing the call capacity to address concerns along network, and choking because of many calls from the public.
The minister urged the public to only use the NCDC toll-free hotline and those for states for legitimate reporting and enquiries.
He enjoined the public to follow the recommended protocol to request testing in order to prevent further exposure and spread of the virus, by those infected with COVID-19.
Prof Oyewole Tomori, a renowned virologist said the testing procedure for COVID-19 in the country could be better. “The NCDC is doing the best it can with available resources. The WHO says test, test and test; and in our style we will ask; How many times did WHO say we should test? The answer is three times.
“Our NCDC is stopping at test only, that is only one third of what WHO suggests. Why? Because there are not enough testing centres, nor do we have enough testing kits and reagents. Now the NCDC is expanding the number of testing centres to ensure that all states of the country have easy and direct access to a testing centre.
We have all it takes, but we will not take all we have to test, test and test as needed and as suggested by the WHO,” he said.
Coordinator of the Presidential Task Force on COVID-19 Dr Sani Aliyu in a radio interview said there was no such thing as selectively testing of VIPs and leaving out the rest of the public. He said testing people and getting negative results does not in any way help the country, adding that is why there is case definition for testing.
