MINISTRY OF HEALTH
VISION:
A healthy, productive and globally competitive nation
MISSION:
To build a progressive, responsive and sustainable healthcare system for accelerated attainment of the highest standard of health for all people in Kenya
SERVICE DELIVERY CHARTER
| NO | SERVICES | REQUIREMENT TO OBTAIN THE SERVICES | RESPONSIBILITY | COST | TIMELINE |
| 1 | Administration / Management Response to verbal enquires (Reception
Desk) |
Specify the nature of enquiry |
Directorate of Administration |
Free |
Five minutes |
| 2 | Respond to written correspondence | Department of Administration | Free | One day | |
| Social Media (Twitter, Facebook, and You Tube) | Department of Administration | Free | One day | ||
| Letters | Department of Administration | Free | Up to 7 days | ||
| 3 | Respond to telephone calls
(landline) |
Make a call | Department of Administration | Free |
Within 3 rings |
| 4 | Attend to public complaints and provide feedback | Physical visit to office | Department of Administration | Free | Up to 10 minutes |
| Written communication | Free | Up to 14 days | |||
| 5 | Access to Information | · Written request | Department of Administration and Department of Legal
Affairs |
Free | Up to 14 days |
| 6 | Provision of conducive, safe and secure Work Environment | · Cleanliness and hygiene
· Adequate working resources · Cooperation and vigilance |
Department of Administration | Free | Continuous |
| 7 | Performance reporting | · Performance targets
· Performance evaluation reports · Performance contract |
Department of Central Planning and Project Monitoring | Free | Quarterly and Annually |
| Human Resource Development (Training) | · Submit application
· Meet requirements set |
Department of Human Resource Management and
Development |
As per fee structure | 1 month | |
| Internship and Attachment | · Submit application
· Meet requirements set |
Department of Human Resource
Management and Development |
Free | Up to 14 days | |
| Human Resource Management | · Written reports/request
· Meet requirements set |
Department of Human Resource
Management and Development |
Free | Up to 14 days | |
| Employee benefits and remuneration
Personnel records management |
Meet requirements set | Department of Human Resource Management and
Development |
Nil | Continuous | |
| Up to date individuals’ documents and Biodata | Department of Human Resource
Management and Development |
Nil | Continuous | ||
| Employee services awards and recognition | Reports on performance, achievement,
creativity and innovation |
Department of Human Resource and Development | Nil | Annually | |
| Access to Ministry tenders | · Supplier to register in the IFMIS supplier portal | Department of Supply Chain Management | Free | 1 day | |
| Processing of payments to suppliers | · Invoice, Purchase Order, delivery documents
· Valid KRA pin and VAT/ Tax compliance certificate · Relevant Documentation |
Department of Accounts | Free | Up to 30days | |
| Preparation, presentation and submission of MTEF
budget |
· Public participation | Department of Finance | Free | By end of December every year. | |
| Electronic access to the Ministry’s services and
information |
· Log in to the Ministry’s website | Department of ICT | Free | Immediate | |
| 8 | Parliamentary and Legal Services Compilation and submission of Parliamentary Responses |
Parliamentary Queries |
Department of Administration |
Free |
Up to 5 days or as stipulated |
| 9 | Respond to legal issues | Legal suits and notices | Department of Legal Affairs | Free | Up to 7 days or as stipulated |
| 10 | Anti-Corruption Provide information on corruption allegations |
Written request for information needed |
Departments of Administration and Legal Affairs |
Free |
Immediate or on need basis |
| 22 | Public Communication Services
· News letters · Media briefing · Proactive disclosure |
· On request · Access to media channels · MOH website · Social media (twitter, Facebook) |
Department of Public Communication |
Free |
Immediate or on need basis |
| 23 | Government Policies Formulate and disseminate
Government Policies |
· Stakeholders Participation
· Access Ministry website · Access to electronic and print media · Enquire from MOH Public Communication office |
Department of Central Planning and Project Monitoring | Free | Continuous and on need basis |
| 24 | Government Standards, Regulations and Guidelines Formulate, review and disseminate Health Sector
standards and guidelines |
· Stakeholders Participation
· Access Ministry website · Access to electronic and print media · Enquire from MOH Public Communication Office |
Directorate of Health Standards, Quality Assurance and Regulation | Free | Continuous |
| 25 | Quality of care certification of health facilities | · Application for quality-of- care certification | Directorate of Health Standards, Quality Assurance and
Regulation |
Free | Continuous and on case basis |
| 26 | Approval for treatment abroad | · Application for clearance
· Submission of requisite medical documentation by the applicant(s) |
Directorate of Health Standards, Quality Assurance and Regulation | Free | Up to 7 days |
| 27 | Public Health Reference Laboratory Services | · Request for lab test(s)
· Presentation of samples from client(s) · Payment receipts |
Directorate of Medical Services /Preventive and Promotive Health | Kshs. 50 –
12,000 |
Up to 7 days |
| 28 | Safety and security of vaccines and other health commodities | · Quantifications
· Order · Storage · Status reports |
Directorate of Medical Services /Preventive and Promotive Health | Free | Up to 10 days |
| 29 | Emergency and disaster management | Report of occurrence (using toll free numbers: – 0729471414
0732353535 0800721316 |
Directorate of Medical Services /Preventive and Promotive Health | Free | Immediately |
| 30 | Forensic and Pathology Services | · Submission of Request Forms
· Court Orders |
Directorate of Medical Services /Preventive and Promotive Health | Free | Up to 14 days or as stipulated |
| · Specimens | |||||
| 31 | Research and Development | Emerging needs | Department of Health Policy, Research and
Monitoring |
Free | Continuous |
| Request for permit to
access Ministry’s data for research purposes |
Department of Health
Policy, Research and Monitoring |
Free | Up to 7 days | ||
| Request for permit to export human specimen samples for research
purpose |
Department of Health Policy, Research and Monitoring | Free | Up to 7 days | ||
| 32 | Capacity building of Counties | · Request from Counties
· Health need(s) |
Directorate of Health sector coordination and
Intergovernmental Relations |
Free | 1 month |
| 33 | Blood Transfusion Services | Requisition for Blood by hospitals | Directorate of Health Care Services | Free | 30 Minutes |
| 34 | Port Health Services | Online lodgment of complete documents for
export health certificates. |
Directorate of Public Health | Kshs. 1,500 | 8 Hours |
| Online lodgment of
complete documents for import health certificates. |
Directorate of Public Health | Kshs. 1,000 | 8 Hours | ||
| 35 | Processing of Vaccination Certificates | Vaccination for travelers | Directorate of Public Health | Kshs. 3,000 | 10 minutes |
“COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY”
Any services that do not conform to the above standards or any officer who does not adhere to and/or does not live up to commitment to courtesy and excellence in the service delivery should be reported to:
| The Principal Secretary Ministry of Health
Afya House, Cathedral Road P. O. Box 30016, 00100 Nairobi Tel. 254-20-2714130 Email: complaint@health.go.ke Website: www.health.go.ke |
The Chairman
Commission on Administrative Justice West End Towers, 2nd floor, Waiyaki Way P O Box 20414 – 00200, Nairobi Email: complain@ombudsman.go.ke |