SERVICE DELIVERY CHARTER

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SERVICE DELIVERY CHARTER

SERVICE DELIVERY CHARTER

FORWARD

This Service Delivery Charter is a declaration of commitment of the Ministry of Health to provide guidance to services that our clients/patients should expect. The Charter outlines the values, core services and the standard of service provided by the Ministry of Health and its facilities.

The Charter also outlines rights and responsibilities of both our clients and service providers and how our clients can lodge complaints and concerns whenever they have any grievance against our staff or our services

This charter should be upheld by all MOH employees and third-party entities working on behalf of the Ministry specifically health service providers who interact daily with clients/patients. It makes public the services the MOH provides in keeping with its statutory mandates. The Ministry has zero-tolerance stance on fraud, corruption, and unethical conduct. This charter is an instrument intended to further emphasize our commitment to provide quality services to the people of Liberia and should therefore be adhered to by all service providers within the health system.

We want to encourage all users of public health facilities and other points of service under the MOH to report violation through the established channel. All reported allegations will be thoroughly investigated, and appropriate actions will be taken.

The Ministry calls on every employee and partner to uphold the principles and values outlined in this charter and foster a healthcare system built on integrity and collectively ensure that all actions are guided by the ethical imperatives to protect the well-being of those we serve.

I, therefore call on all stakeholders to use this Charter as a life tool for enhancing people centered service delivery and effective path way for peaceful and constructive engagement between our clients/patient and service providers at all service delivery points of the Ministry.

Hon. Louise Mapleh Kpoto, MD, MPH, MMED-OGBYN, Ph.D.

Minister of Health

ACKNOWLEDGEMENT

The development of the Ministry of Health Service Delivery Charter represents a significant milestone in our commitment to maintaining the highest standards of integrity, accountability, and transparency in all aspects of our work. This charter reflects our dedication to providing quality information to the public regarding MOH service provision so as to create access and utilization of our service appropriately without hardship and waste of time.

We extend our sincere appreciation to the many individuals whose contributions were instrumental in the development of this SDC. First, we acknowledge the leadership of the Ministry of Health for its unwavering support and guidance throughout the process.

We also extend our gratitude to the MOH Focal Persons on the Performance Management and Compliance System who initiated the development of this documents, and ensured that the charter captures the key services the MOH provides and to keep the public informed about where they can access the needed health services promptly. Your diligence and professionalism have contributed to the development of a robust and comprehensive charter that will serve as a critical tool in guiding and keeping our client informed when seeking health and other services that Ministry provides.

Finally, we recognize the vital role of every Ministry employee particularly our service providers in maintaining good relationship with our clients/Patient and ensure that they receive quality service at all level of the health system.

Together, we remain committed to upholding the principles and values outlined in this charter and ensuring that the Ministry of Health continues to operate with the highest level of ethical standards.

Hon. Malayah Tamba Chieyoe Deputy Minister for Policy, Planning and M&E

1. INTRODUCTION

This Service Delivery Charter (SDC) is a demonstration of commitment and reflection of the Ministry of Health’s desire to inform and educate the citizenry regarding services that are provided to clients/patients, and the citizens as a whole. The charter describes and outlines Essential Package of Health Services and standards of service delivery in the health system and other relevant services other than health that the MOH provides.

The Charter details the priority services that the MOH provides and the various levels at which these services are provided. Health services are provided at three levels in the country. These levels are primary which includes community, clinics, and health centers. The secondary level includes service provided at county hospitals and the Tertiary level includes services provided by major referral hospitals in the country. This charter presents clearly and in a detailed model the kind of services that clients/patients should expect at each level stated above so that the clients/patients access and utilize the services based on their health needs.

The charter explains procedures for feedback on service provision for redress and appropriate adjustment in service provision and staff interaction with their clients/patients as well as grievance mechanisms for those who are not satisfied with services offered or provided to them. The charter also intended to increase information available to clients/patients of MoH and set standards for transparency, accountability and responsibility in public health services. The charter is to facilitate and guide MOH Clients to access services in an organized and expeditious manner at the proper level of service to avoid tremendous time wasting and delays in service delivery processes.

In line with its policy and plan to provide services that are responsive to the needs of the citizens, the MOH commits to informing the citizens about services that are available for them and what their rights and obligations are in accessing these services. The MOH remains committed to providing service to the Liberian people with quality and in an equitable manner towards the attainment of universal health coverage.

1.1 Purpose of the Service Delivery Charter (SDC)

To educate and conscientize the Liberian citizenry on the kind and type of services that the Ministry of Health provides in line with its statutory mandates.

To clarify and explain to our clients about the services that they should expect to receive at each level of the health system

To sensitize the citizens who are our clients on their rights and responsibility when seeking services at the health facilities

To outline the rights, responsibilities and limitations of our service providers

To explain to our clients how they can make suggestions or file complaints where needed about our service delivery and attitude of our service providers .

To build friendly relationships between our clients and service providers during their interaction with one another during service provision at the health facilities

1.2 General Objectives To provide clear service commitments that enhance good relationship and interactions between MOH service providers and their clients/Patients at all public facilities at all levels of the health system toward the attainment of Universal health coverage and health security particularly for the vulnerable.

1.2.1 Specific Objectives

To promote a culture of quality standards of health services and responsiveness, ensuring public services are safe and delivered effectively and efficiently.

To Establish a pathway of guidance and awareness to patients/clients and enable them seek health at the appropriate level of the health system based on their medical conditions and health needs without wasting time

Increase access to quality health services at all public facilities for the improvement of the health and satisfaction of the Liberian people

Empower our clients/Patient and acquaint them with their rights and responsibilities when seeking health at public facilities

To improve access to and utilization of quality essential services provided by the MOH at all levels of care to all persons, regardless of gender or social status through

2. WHO WE ARE?

The Ministry of Health is the government entity established by law as amended in 2015, approved 2016 and published in 2017 known by Law as the Ministry of Health or the Ministry. It is responsible for the formulation, implementation, monitoring and evaluation of health policy, plan and standards. It coordinates the delivery of decentralized medical care in public health facilities, issues birth, Vaccines and death certificate at central Office, County Health team and at select service Centers. The MOH develops health manpower, undertake preventive and promote health services including specific health interventions. Some key functions of the Ministry include but not limited to the following:

Maintain national health management information system which includes data relating to birth, death and burial

Conduct health related research

Provide medical services and treatment through public health facilities and deliver health promotion services.

Deliver preventive service and promote family, environmental and occupational health services

Coordinate with health care institutions and stakeholders and donor community to support health care intervention in the country

2.1 Structural Organization of the Ministry of Health and summary of function The Ministry is structurally organized with the inclusion of:

The Office of the Minister,

Department of Policy, Planning and M&E

Department of Health service

Department of Administration

The office of the Minister is responsible for oversight in the execution of the core functions and responsibilities of the MOH with the assistance of the three departments listed above and each headed by a deputy minister.

2.1.1. The Department of Policy, Planning and M&E

This department is responsible for the following but not limited to

Prepare and coordinate the preparation of sector policies and plans

Adapt national planning guidelines and issues sector polices and plans

Coordinate sector M&E plan implementation among others among others.

2.1.2. Department of Administration

Is responsible for administering the Ministry’s financial management system including budgeting, petty cash management, financial accounting and reporting and carry out internal and external audits ensuring that they are consistent with the public financial management

Administer HR management and procure goods and services

Manages general service, performs duties assigned by the Minister from time to time among others

2.1.3. Department of Health Services

Is responsible for formulating program policies and promote implementation of public health

Work in close collaboration with the Director General of National Public Health Institute NPHIL

Coordinate the development of Nation standards, guidelines and plan for implementation of programmatic activities and public health interventions

Ensure the development and periodic revision of national policy, treatment guidelines and standard related to pharmaceutical supplies and service

Provide effective supervision over counties health services

Ensure provision of quality curative and rehabilitation of health care service through accessible and quality medical and services and adequate and viable pharmaceutical product and laboratory services are accessible, promote collative and mutually beneficial coordination with complementary medicines services among others

2.2. Goal

The goal of this charter in line with the MOH Policy is to improve the health and wellbeing of all people in Liberia through the incremental delivery of the EHPS II, starting with the priority package for UHC based on available resources

2.3. Mission

The mission of the MoH service delivery charter in line with its policy is to transform the health sector into an effective, efficient and equitable system for delivery of quality health services towards attainment of universal health coverage (UHC).

2.4. Vision

To have a healthy population, with particular protections for the poor and vulnerable, for the attainment of equitable growth and sustainable development.

3. PRINCIPLES AND VALUES

3.1. Health as a Human Right

Access to quality health care is a basic human right and is a precondition for individual and societal development.

3.2. Equity

All people in Liberia shall have person-centered care and equal access across the life course to effective healthcare services without discrimination.