REPUBLIC OF KENYA

Service Charter

  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 Email 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