Service Delivery Charter

STATE DEPARTMENT FOR MEDICAL SERVICES

VISION

High-quality, equitable and sustainable medical care for all Kenyans.

MISSION

To provide high-quality, accessible, affordable and patient-centred medical services by strengthening clinical and curative care, thereby ensuring equitable, responsive and sustainable healthcare for all Kenyans.

CORE VALUES

People centeredness
Integrity
Professionalism
Transparency & Accountability
Teamwork
Partnership and Collaboration
Efficiency

CITIZEN’S SERVICE DELIVERY CHARTER

NO	SERVICES	REQUIREMENT TO OBTAIN THE SERVICES	RESPONSIBILITY	COST	TIMELINE
1	Response to verbal enquires (Reception Desk)	Specify the nature of enquiry National ID	Directorate of Administration	Free	Five minutes
2	Response to written correspondence	Email	Department of Administration Communications Unit	Free	One day
		Social Media (Twitter, Facebook, and You Tube)	Department of Administration Communications Unit	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 and Communications Unit	Free	Up to 1 day
		Written communication	Department of Administration and Communications Unit	Free	Up to 14 days
5	Access & Provision of Information	Written request	Department of Administration, Communications Unit and Department of Legal Affairs Unit	Free	Up to 14 days
6	Provision of conducive, safe and secure Work Environment	Adequate working resources Cooperation and vigilance	Department of Administration and Department of Human Resource Management and Development	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 and Admission letter Meet requirements set	Department of Human Resource Management and Development	As per fee structure	1 month
	Internship and Attachment	Receive & deploy PSC interns Submit reports on deployed interns to PSC Submit application for attachment Meet requirements set	Department of Human Resource Management and Development	Free	Up to 14 days
	Human Resource Management Services	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	Upto date individuals’ documents and Biodata Meet requirements set	Department of Human Resource Management and Development	Free	Up to 5 days
	Employee services awards and recognition	Reports on performance, achievement, creativity and innovation Citation	Department of Human Resource and Development Department of Administration	Free	Annually
	Access to Ministry tenders	Supplier to register in the IFMIS supplier portal and e-government supplier portal Prequalification Application	Department of Supply Chain Management	Free	1 day
	Notification of Bid outcomes	Access to e-procurement portal for notification	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 where applicable Relevant Documentation	Department of Finance and, Accounts	Free	Up to 14 days
	Disposal of Obsolete Stores	Submission of bids	Department of Supply Chain Management	Free	60 days from the date of advertisement
	Preparation, presentation and submission of MTEF budget	Public participation	Department of Finance and, Planning	Free	By end of December every year.
8	Electronic access to the Ministry’s services and information	Log in to the Ministry’s website	Department of ICT	Free	Immediate
9	Parliamentary and Legal Services Compilation and submission of Parliamentary Responses	Parliamentary Queries	Department of Administration	Free	Up to 5 days or as stipulated
10	Respond to legal issues	Legal suits and notices	Legal Affairs Unit Department of Administration	Free	Up to 7 days or as stipulated
11	Anti-Corruption Provide information on corruption allegations	Written request for information needed	Departments of Administration and Legal Affairs	Free	Up to 3 days
12	Public Communication Services News letters Media briefing Proactive disclosure	On request Access to media channels MOH website Social media (twitter, Facebook)	Public Communications Unit	Free	Up to 10 minutes
13	Government Policies Formulate and disseminate Government Policies	Stakeholders Participation and inputs to policies Access Ministry website Access to electronic and print media Enquire from MOH Public Communication Unit	Directorate of Family Health Directorate of Curative and Nursing Services Directorate of Health Products and Technologies Directorate of Health Finance, Digital Health. Policy and Research	Free	Up to 6 months
14	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 Family Health Directorate of Curative and Nursing Services Directorate of Health Products and Technologies Directorate of Health Finance, Digital Health. Policy and Research	Free	Up to 6 months
15	Forensic and Pathology Services	Submission of Request Forms Court Orders Specimens	Directorate of Curative and Nursing Services	Free	Up to 14 days or as stipulated
16	Research Standards and Development	Request for permit to conduct Research in Health Facilities	Directorate of Health Finance, Digital Health, Policy and Research	Free	Up to 21 days
		Request for permit to access Ministry’s data for research purposes /Conduct health research in Kenya -IRB/ERC approval from Kenya -NACOSTI research permit -The full research protocol -Data collection tools to be used -Consent when dealing with human subjects	Directorate of Health Finance, Digital Health, Policy and Research	Free	Up to 21 days
		Request for permit to transfer human specimen samples for research - Request letter to DG from Kenyan PI - Request letter from receiving institution/receiving person details - Material transfer agreement (MTA) signed by both parties - NACOSTI letter -IRB/ERC approval from Kenya - Stamped full study protocol by IRB/ERC - Purpose of material transfer	Directorate of Health Finance, Digital Health, Policy and Research	Free	Up to 21 days
17	Capacity building of Counties	Request from Counties Health need(s)	Directorate of Family Health Directorate of Curative and Nursing Services Directorate of Health Products and Technologies Directorate of Health Finance, Digital Health. Policy and Research Department of Central Planning and Project Monitoring	Free	1 month
18	Blood Transfusion Services	Requisition for Blood by hospitals	Directorate of Blood Transfusion Services	Free	30 Minutes
19	Tax exemption	Application with relevant documents	Department of Administration	Free	Up to 5 days
20	Vetting for Income Tax Exemption	Request for vetting from NCPWD Completed Disability Medical Assessment form. Consultant/ Specialist medical report where necessary	Directorate of Curative and Nursing Services	Free	Up to 30 days
21	Second Opinion for extension of service by PSC	Request for Second opinion by PSC Completed Disability Medical Assessment form. Consultant/ Specialist medical report where necessary	Directorate of Curative and Nursing Services	Free	Up to 30 days
22	Appeal For Disability Medical Assessment	Request for re- assessment by the client Completed Disability Medical Assessment form. Consultant/ Specialist medical report where necessary	Directorate of Curative and Nursing Services	Free	Up to 30 days
23	Application for government import permits for Health Products and Technologies	Timely communication and provision of required documentation.	Directorate of Health Products and Technologies.	Free	10 days
24	Assessment of suitability for registration of TCIM practitioners	Submission of credentials, scope of practice, academic and professional certificates, and any other relevant supporting documentation	Directorate of Health Products and Technologies.	Free	Up to 14 days
25	Recruitment	Application with relevant documents	Department of Human Resource and Development	Free	Up to 21 days

“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

State Department for Medical Services,
Afya House Cathedral Road
P.O. Box 30016 – 00100
Nairobi, Kenya
Email: ps.medical@health.go.ke
http://www.health.go.ke

The Commission Secretary/Chief Executive Officer

Commission on Administrative Justice
West End Towers, 2^nd Floor, Waiyaki Way,
P.O. Box 20414-00200 Nairobi
Tel: +254 (0) 20 2270000/2303000
Email: complain@ombudsman.go.ke

IDARA YA SERIKALI KWA HUDUMA ZA MATIBABU

DIRA

Huduma bora, ya usawa na endelevu ya matibabu kwa Wakenya wote.

DHAMIRA

Kutoa huduma za matibabu bora, zinazofikika, za bei nafuu na zinazomlenga mgonjwa kwa kuimarisha huduma za kimatibabu na za kutibu, hivyo kuhakikisha huduma ya afya ya usawa, inayojibu mahitaji na endelevu kwa Wakenya wote.

MAADILI MSINGI

Kuzingatia Watu
Uadilifu
Utaalamu
Uwazi na Uwajibikaji
Ushirikiano wa Timu
Ushirikiano na Weledi
Ufanisi

HATI YA UTOAJI HUDUMA KWA RAIA

NA.	HUDUMA	MAHITAJI YA KUPATA HUDUMA	IDARA/KITENGO HUSIKA	GHARAMA	MUDA
1	Majibu kwa maswali yalioulizwa moja kwa moja (Dawati la Mapokezi)	Bainisha asili ya swali Kitambulisho cha Taifa	Idara ya Utawala	Bila Malipo	Dakika tano
2	Majibu kwa mawasiliano ya maandishi – Barua pepe	Barua pepe	Idara ya Utawala na Kitengo cha Mawasiliano	Bila Malipo	Siku moja
	Majibu kwa mawasiliano ya maandishi – Mitandao ya Kijamii (Twitter, Facebook, YouTube)	Mitandao ya kijamii	Idara ya Utawala na Kitengo cha Mawasiliano	Bila Malipo	Siku moja
	Majibu kwa mawasiliano ya maandishi – Barua	Barua	Idara ya Utawala	Bila Malipo	Hadi siku 7
3	Kujibu simu za mezani	Piga simu	Idara ya Utawala	Bila Malipo	Ndani ya milio 3
4	Kushughulikia malalamiko ya umma – Kutembelea ofisi	Ziara ya ofisi	Idara ya Utawala na Kitengo cha Mawasiliano	Bila Malipo	Hadi siku 1
	Kushughulikia malalamiko ya umma – Mawasiliano ya maandishi	Mawasiliano ya maandishi	Idara ya Utawala na Kitengo cha Mawasiliano	Bila Malipo	Hadi siku 14
5	Upatikanaji na Utoaji wa Taarifa	Ombi la maandishi	Idara ya Utawala, Kitengo cha Mawasiliano na Idara ya Mambo ya Kisheria	Bila Malipo	Hadi siku 14
6	Mazingira Salama ya Kazi	Rasilimali za kotosha za kazi Ushirikiano na uangalifu	Idara ya Utawala na Idara ya Usimamizi wa Rasilimali Watu	Bila Malipo	Endelevu
7	Ripoti za Utendaji	Malengo ya utendaji Taarifa za tathmini Mikataba ya utendaji	Idara ya Mipango ya Kati na Ufuatiliaji wa Miradi	Bila Malipo	Kila robo na Kila mwaka
	Maendeleo ya Rasilimali Watu (Mafunzo)	Ombi na barua ya udahili Kutimiza mahitaji	Idara ya Usimamizi wa Rasilimali Watu	Kulingana na muundo wa ada	Mwezi 1
	Internship na Kushikamana	Kupokea na kusambaza washirika wa PSC Kuwasilisha taarifa Ombi la kushikamana Kutimiza mahitaji	Idara ya Usimamizi wa Rasilimali Watu	Bila Malipo	Hadi siku 14
	Huduma za Usimamizi wa Rasilimali Watu	Maombi ya maandishi Kutimiza mahitaji	Idara ya Usimamizi wa Rasilimali Watu	Bila Malipo	Hadi siku 14
	Faida na Malipo ya Wafanyakazi / Usimamizi wa Kumbukumbu	Nyaraka za sasa za mtu binafsi Kutimiza mahitaji	Idara ya Usimamizi wa Rasilimali Watu	Bila Malipo	Hadi siku 5
	Tuzo na Utambuzi kwa Wafanyakazi	Taarifa za utendaji na ubunifu Hati ya sifa	Idara ya Rasilimali Watu na Utawala	Bila Malipo	Kila mwaka
	Upatikanaji wa Zabuni za Wizara	Sajili kwenye mfumo wa IFMIS Usajili wa awali Ombi	Idara ya Usimamizi wa Ugavi	Bila Malipo	Siku 1
	Taarifa za Matokeo ya Zabuni	Upatikanaji wa mfumo wa manunuzi ya kielektroniki	Idara ya Usimamizi wa Ugavi	Bila Malipo	Siku 1
	Usindikaji wa Malipo kwa Wasambazaji	Ankara, Agizo la Ununuzi, nyaraka za uwasilishaji Nambari halali ya KRA Nyaraka husika	Idara ya Fedha na Akaunti	Bila Malipo	Hadi siku 30
	Utupaji wa Hifadhi Zilizopitwa na Wakati	Uwasilishaji wa zabuni	Idara ya Usimamizi wa Ugavi	Bila Malipo	Siku 60 tangu tarehe ya tangazo
	Maandalizi na Uwasilishaji wa Bajeti ya MTEF	Ushiriki wa umma	Idara ya Fedha na Mipango	Bila Malipo	Mwishoni mwa Desemba kila mwaka
8	Upatikanaji wa Kielektroniki wa Huduma na Taarifa	Ingia kwenye tovuti ya Wizara	Idara ya TEHAMA	Bila Malipo	Mara moja
9	Huduma za Kisheria na Bunge – Kuandaa na Kuwasilisha Majibu ya Bunge	Maswali ya Bunge	Idara ya Utawala	Bila Malipo	Hadi siku 5 au kama ilivyoainishwa
10	Kujibu Masuala ya Kisheria	Kesi za kisheria na arifa	Kitengo cha Mambo ya Kisheria na Idara ya Utawala	Bila Malipo	Hadi siku 7 au kama ilivyoainishwa
11	Kupambana na Ufisadi – Kutoa Taarifa za Ufisadi	Ombi la maandishi la taarifa	Idara za Utawala na Mambo ya Kisheria	Bila Malipo	Hadi siku 3
12	Huduma za Mawasiliano ya Umma (Barua za Habari, Mikutano ya Vyombo vya Habari, Ufafanuzi wa Makusudi)	Kwa ombi Upatikanaji wa njia za vyombo vya habari Tovuti ya MOH Mitandao ya kijamii	Kitengo cha Mawasiliano ya Umma	Bila Malipo	Hadi dakika 10
13	Sera za Serikali – Kuunda na Kusambaza	Ushiriki wa wadau Upatikanaji wa tovuti ya Wizara Vyombo vya habari vya kielektroniki na vya kuchapishwa Ombi kutoka Kitengo cha Mawasiliano ya MOH	Idara ya Afya ya Familia Idara ya Huduma za Tiba Idara ya Bidhaa na Teknolojia za Afya Idara ya Fedha za Afya, Afya ya Dijiti, Sera na Utafiti	Bila Malipo	Hadi miezi 6
14	Viwango, Kanuni na Mwongozo wa Serikali – Kuunda, Kupitia na Kusambaza	Ushiriki wa wadau Tovuti ya Wizara Vyombo vya habari Ombi kutoka Ofisi ya Mawasiliano ya MOH	Idara ya Afya ya Familia Idara ya Huduma za Tiba Idara ya Bidhaa na Teknolojia za Afya Idara ya Fedha za Afya, Afya ya Dijiti, Sera na Utafiti	Bila Malipo	Hadi miezi 6
15	Huduma za Uchunguzi wa Kimaiti na Dawa ya Kimaiti	Uwasilishaji wa Fomu za Ombi Amri za Mahakama Sampuli	Idara ya Huduma za Tiba na Uuguzi	Bila Malipo	Hadi siku 14 au kama ilivyoainishwa
16	Utafiti na Maendeleo – Ruhusa ya kufanya utafiti katika vituo vya afya	Ombi la ruhusa	Idara ya Fedha za Afya, Afya ya Dijiti, Sera na Utafiti	Bila Malipo	Hadi siku 21
	Utafiti na Maendeleo – Ruhusa ya kupata data ya Wizara kwa madhumuni ya utafiti	Ombi la ruhusa	Idara ya Fedha za Afya, Afya ya Dijiti, Sera na Utafiti	Bila Malipo	Hadi siku 21
	Utafiti na Maendeleo – Ruhusa ya kupeleka sampuli za kibiolojia nje ya nchi	Ombi la ruhusa	Idara ya Fedha za Afya, Afya ya Dijiti, Sera na Utafiti	Bila Malipo	Hadi siku 21
17	Ujenzi wa Uwezo kwa Kaunti	Ombi kutoka Kaunti Mahitaji ya afya	Idara ya Afya ya Familia Idara ya Huduma za Tiba Idara ya Bidhaa na Teknolojia za Afya Idara ya Fedha za Afya, Afya ya Dijiti, Sera na Utafiti Idara ya Mipango ya Kati na Ufuatiliaji wa Miradi	Bila Malipo	Mwezi 1
18	Huduma za Utiaji Damu	Hati ya kuomba damu kutoka hospitali	Idara ya Huduma za Utiaji Damu	Bila Malipo	Dakika 30
19	Msamaha wa Kodi	Ombi pamoja na nyaraka husika	Idara ya Utawala	Bila Malipo	Hadi siku 5
20	Ukaguzi kwa Msamaha wa Kodi ya Mapato	Ombi la ukaguzi kutoka NCPWD Formu iliyokamilika ya tathmini ya ulemavu wa kimatibabu Ripoti ya daktari mshauri/mtaalamu inapohitajika	Idara ya Huduma za Tiba na Uuguzi	Bila Malipo	Hadi siku 30
21	Maoni ya Pili kwa Upanuzi wa Huduma na PSC	Ombi la maoni ya pili kutoka PSC Formu iliyokamilika ya tathmini ya ulemavu wa kimatibabu Ripoti ya daktari mshauri/mtaalamu inapohitajika	Idara ya Huduma za Tiba na Uuguzi	Bila Malipo	Hadi siku 30
22	Rufaa ya Tathmini ya Kimatibabu ya Ulemavu	Ombi la tathmini upya na mteja Formu iliyokamilika ya tathmini ya ulemavu wa kimatibabu Ripoti ya daktari mshauri/mtaalamu inapohitajika	Idara ya Huduma za Tiba na Uuguzi	Bila Malipo	Hadi siku 30
23	Uajiri	Ombi pamoja na nyaraka husika	Idara ya Rasilimali Watu na Maendeleo	Bila Malipo	Hadi siku 21

"AHADI YA HESHIMA NA UBORA KATIKA UTOAJI WA HUDUMA"

Huduma yoyote isiyokidhi viwango hapo juu au afisa yeyote asiyezingatia ahadi ya heshima na ubora wa utoaji huduma aripotiwe kwa:

Katibu Mkuu wa Idara ya Serikali kwa Huduma za Matibabu

Afya House, Cathedral Road
S.L.P. 30016 – 00100 Nairobi, Kenya
Barua pepe: ps.medical@health.go.ke
http://www.health.go.ke

Katibu wa Tume / Mkurugenzi Mtendaji

Tume ya Haki ya Utawala
West End Towers, Ghorofa ya 2, Waiyaki Way
S.L.P. 20414-00200 Nairobi
Simu: +254 (0) 20 2270000/2303000
Barua pepe: complain@ombudsman.go.ke

STATE DEPARTMENT FOR MEDICAL SERVICES

⠠⠎⠠⠞⠠⠁⠠⠞⠠⠑⠀⠠⠙⠠⠑⠠⠏⠠⠁⠠⠗⠠⠞⠠⠍⠠⠑⠠⠝⠠⠞⠀⠠⠋⠠⠕⠠⠗⠀⠠⠍⠠⠑⠠⠙⠠⠊⠠⠉⠠⠁⠠⠇⠀⠠⠎⠠⠑⠠⠗⠠⠧⠠⠊⠠⠉⠠⠑⠠⠎

CITIZEN'S SERVICE DELIVERY CHARTER

⠠⠉⠠⠊⠠⠞⠠⠊⠠⠵⠠⠑⠠⠝⠠⠎⠀⠠⠎⠠⠑⠠⠗⠠⠧⠠⠊⠠⠉⠠⠑⠀⠠⠙⠠⠑⠠⠇⠠⠊⠠⠧⠠⠑⠠⠗⠠⠽⠀⠠⠉⠠⠓⠠⠁⠠⠗⠠⠞⠠⠑⠠⠗

VISION

High-quality, equitable and sustainable medical care for all Kenyans.

⠠⠧⠊⠎⠊⠕⠝⠒⠀⠠⠓⠊⠛⠓⠤⠟⠥⠁⠇⠊⠞⠽⠂⠀⠑⠟⠥⠊⠞⠁⠃⠇⠑⠀⠁⠝⠙⠀⠎⠥⠎⠞⠁⠊⠝⠁⠃⠇⠑⠀⠍⠑⠙⠊⠉⠁⠇⠀⠉⠁⠗⠑⠀⠋⠕⠗⠀⠁⠇⠇⠀⠠⠅⠑⠝⠽⠁⠝⠎⠲

NOTE: Each row shows English text followed by its Braille Unicode equivalent (Grade 1 / Uncontracted Braille).
This document displays Braille Unicode characters for on-screen reference. Physical embossing requires specialist Braille embossing software and hardware.

NO. ⠠⠝⠕⠲	SERVICES ⠠⠎⠠⠑⠠⠗⠧⠠⠊⠠⠉⠠⠑⠎	REQUIREMENTS ⠠⠗⠑⠟⠥⠊⠗⠑⠍⠑⠝⠞⠎	RESPONSIBILITY ⠠⠗⠑⠎⠏⠕⠝⠎⠊⠃⠊⠇⠊⠞⠽	COST ⠠⠉⠕⠎⠞	TIMELINE ⠠⠞⠊⠍⠑⠇⠊⠝⠑
1⠼⠁	Response to verbal enquiries (Reception Desk)⠠⠗⠑⠎⠏⠕⠝⠎⠑⠀⠞⠕⠀⠧⠑⠗⠃⠁⠇⠀⠑⠝⠟⠥⠊⠗⠊⠑⠎⠀⠐⠣⠠⠗⠑⠉⠑⠏⠞⠊⠕⠝⠀⠠⠙⠑⠎⠅⠐⠜	Specify nature of enquiry National ID⠠⠎⠏⠑⠉⠊⠋⠽⠀⠝⠁⠞⠥⠗⠑⠀⠕⠋⠀⠑⠝⠟⠥⠊⠗⠽ ⠠⠝⠁⠞⠊⠕⠝⠁⠇⠀⠠⠊⠠⠙	Directorate of Administration⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝	Free⠠⠋⠗⠑⠑	Five minutes⠠⠋⠊⠧⠑⠀⠍⠊⠝⠥⠞⠑⠎
2⠼⠃	Response to written correspondence - Email⠠⠗⠑⠎⠏⠕⠝⠎⠑⠀⠞⠕⠀⠺⠗⠊⠞⠞⠑⠝⠀⠉⠕⠗⠗⠑⠎⠏⠕⠝⠙⠑⠝⠉⠑⠀⠤⠀⠠⠑⠍⠁⠊⠇	Email⠠⠑⠍⠁⠊⠇	Dept of Administration & Communications Unit⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝⠀⠯⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠎⠀⠠⠥⠝⠊⠞	Free⠠⠋⠗⠑⠑	One day⠠⠕⠝⠑⠀⠙⠁⠽
	Response - Social Media (Twitter, Facebook, YouTube)⠠⠗⠑⠎⠏⠕⠝⠎⠑⠀⠤⠀⠠⠎⠕⠉⠊⠁⠇⠀⠠⠍⠑⠙⠊⠁⠀⠐⠣⠠⠞⠺⠊⠞⠞⠑⠗⠂⠀⠠⠋⠁⠉⠑⠃⠕⠕⠅⠂⠀⠠⠽⠕⠥⠠⠞⠥⠃⠑⠐⠜	Social Media⠠⠎⠕⠉⠊⠁⠇⠀⠠⠍⠑⠙⠊⠁	Dept of Administration & Communications Unit⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝⠀⠯⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠎⠀⠠⠥⠝⠊⠞	Free⠠⠋⠗⠑⠑	One day⠠⠕⠝⠑⠀⠙⠁⠽
	Response - Letters⠠⠗⠑⠎⠏⠕⠝⠎⠑⠀⠤⠀⠠⠇⠑⠞⠞⠑⠗⠎	Letters⠠⠇⠑⠞⠞⠑⠗⠎	Dept of Administration⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝	Free⠠⠋⠗⠑⠑	Up to 7 days⠠⠥⠏⠀⠞⠕⠀⠼⠛⠀⠙⠁⠽⠎
3⠼⠉	Respond to telephone calls (landline)⠠⠗⠑⠎⠏⠕⠝⠙⠀⠞⠕⠀⠞⠑⠇⠑⠏⠓⠕⠝⠑⠀⠉⠁⠇⠇⠎⠀⠐⠣⠇⠁⠝⠙⠇⠊⠝⠑⠐⠜	Make a call⠠⠍⠁⠅⠑⠀⠁⠀⠉⠁⠇⠇	Dept of Administration⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝	Free⠠⠋⠗⠑⠑	Within 3 rings⠠⠺⠊⠞⠓⠊⠝⠀⠼⠉⠀⠗⠊⠝⠛⠎
4⠼⠙	Attend to public complaints - Physical visit⠠⠁⠞⠞⠑⠝⠙⠀⠞⠕⠀⠏⠥⠃⠇⠊⠉⠀⠉⠕⠍⠏⠇⠁⠊⠝⠞⠎⠀⠤⠀⠠⠏⠓⠽⠎⠊⠉⠁⠇⠀⠧⠊⠎⠊⠞	Visit office⠠⠧⠊⠎⠊⠞⠀⠕⠋⠋⠊⠉⠑	Dept of Administration & Communications Unit⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝⠀⠯⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠎⠀⠠⠥⠝⠊⠞	Free⠠⠋⠗⠑⠑	Up to 1 day⠠⠥⠏⠀⠞⠕⠀⠼⠁⠀⠙⠁⠽
	Attend to public complaints - Written communication⠠⠁⠞⠞⠑⠝⠙⠀⠞⠕⠀⠏⠥⠃⠇⠊⠉⠀⠉⠕⠍⠏⠇⠁⠊⠝⠞⠎⠀⠤⠀⠠⠺⠗⠊⠞⠞⠑⠝⠀⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝	Written communication⠠⠺⠗⠊⠞⠞⠑⠝⠀⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝		Free⠠⠋⠗⠑⠑	Up to 14 days⠠⠥⠏⠀⠞⠕⠀⠼⠁⠙⠀⠙⠁⠽⠎
5⠼⠑	Access and Provision of Information⠠⠁⠉⠉⠑⠎⠎⠀⠁⠝⠙⠀⠠⠏⠗⠕⠧⠊⠎⠊⠕⠝⠀⠕⠋⠀⠠⠊⠝⠋⠕⠗⠍⠁⠞⠊⠕⠝	Written request⠠⠺⠗⠊⠞⠞⠑⠝⠀⠗⠑⠟⠥⠑⠎⠞	Dept of Administration, Communications, Legal Affairs⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝⠂⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠎⠂⠀⠠⠇⠑⠛⠁⠇⠀⠠⠁⠋⠋⠁⠊⠗⠎	Free⠠⠋⠗⠑⠑	Up to 14 days⠠⠥⠏⠀⠞⠕⠀⠼⠁⠙⠀⠙⠁⠽⠎
6⠼⠋	Safe and Secure Work Environment⠠⠎⠁⠋⠑⠀⠁⠝⠙⠀⠠⠎⠑⠉⠥⠗⠑⠀⠠⠺⠕⠗⠅⠀⠠⠑⠝⠧⠊⠗⠕⠝⠍⠑⠝⠞	Adequate resources Cooperation and vigilance⠠⠁⠙⠑⠟⠥⠁⠞⠑⠀⠗⠑⠎⠕⠥⠗⠉⠑⠎ ⠠⠉⠕⠕⠏⠑⠗⠁⠞⠊⠕⠝⠀⠁⠝⠙⠀⠧⠊⠛⠊⠇⠁⠝⠉⠑	Dept of Administration & HR Management⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝⠀⠯⠀⠠⠓⠠⠗⠀⠠⠍⠁⠝⠁⠛⠑⠍⠑⠝⠞	Free⠠⠋⠗⠑⠑	Continuous⠠⠉⠕⠝⠞⠊⠝⠥⠕⠥⠎
7⠼⠛	Performance reporting⠠⠏⠑⠗⠋⠕⠗⠍⠁⠝⠉⠑⠀⠗⠑⠏⠕⠗⠞⠊⠝⠛	Performance targets Evaluation reports Performance contract⠠⠏⠑⠗⠋⠕⠗⠍⠁⠝⠉⠑⠀⠞⠁⠗⠛⠑⠞⠎ ⠠⠑⠧⠁⠇⠥⠁⠞⠊⠕⠝⠀⠗⠑⠏⠕⠗⠞⠎ ⠠⠏⠑⠗⠋⠕⠗⠍⠁⠝⠉⠑⠀⠉⠕⠝⠞⠗⠁⠉⠞	Dept of Central Planning & Project Monitoring⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠉⠑⠝⠞⠗⠁⠇⠀⠠⠏⠇⠁⠝⠝⠊⠝⠛⠀⠯⠀⠠⠏⠗⠕⠚⠑⠉⠞⠀⠠⠍⠕⠝⠊⠞⠕⠗⠊⠝⠛	Free⠠⠋⠗⠑⠑	Quarterly & Annually⠠⠟⠥⠁⠗⠞⠑⠗⠇⠽⠀⠯⠀⠠⠁⠝⠝⠥⠁⠇⠇⠽
8⠼⠓	Electronic access to Ministry services and information⠠⠑⠇⠑⠉⠞⠗⠕⠝⠊⠉⠀⠁⠉⠉⠑⠎⠎⠀⠞⠕⠀⠠⠍⠊⠝⠊⠎⠞⠗⠽⠀⠎⠑⠗⠧⠊⠉⠑⠎⠀⠁⠝⠙⠀⠊⠝⠋⠕⠗⠍⠁⠞⠊⠕⠝	Log in to Ministry website⠠⠇⠕⠛⠀⠊⠝⠀⠞⠕⠀⠠⠍⠊⠝⠊⠎⠞⠗⠽⠀⠺⠑⠃⠎⠊⠞⠑	Dept of ICT⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠊⠠⠉⠠⠞	Free⠠⠋⠗⠑⠑	Immediate⠠⠊⠍⠍⠑⠙⠊⠁⠞⠑
9⠼⠊	Parliamentary & Legal Services - Parliamentary Responses⠠⠏⠁⠗⠇⠊⠁⠍⠑⠝⠞⠁⠗⠽⠀⠯⠀⠠⠇⠑⠛⠁⠇⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎⠀⠤⠀⠠⠏⠁⠗⠇⠊⠁⠍⠑⠝⠞⠁⠗⠽⠀⠠⠗⠑⠎⠏⠕⠝⠎⠑⠎	Parliamentary queries⠠⠏⠁⠗⠇⠊⠁⠍⠑⠝⠞⠁⠗⠽⠀⠟⠥⠑⠗⠊⠑⠎	Dept of Administration⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝	Free⠠⠋⠗⠑⠑	Up to 5 days or as stipulated⠠⠥⠏⠀⠞⠕⠀⠼⠑⠀⠙⠁⠽⠎⠀⠕⠗⠀⠁⠎⠀⠎⠞⠊⠏⠥⠇⠁⠞⠑⠙
10⠼⠁⠚	Respond to legal issues⠠⠗⠑⠎⠏⠕⠝⠙⠀⠞⠕⠀⠇⠑⠛⠁⠇⠀⠊⠎⠎⠥⠑⠎	Legal suits and notices⠠⠇⠑⠛⠁⠇⠀⠎⠥⠊⠞⠎⠀⠁⠝⠙⠀⠝⠕⠞⠊⠉⠑⠎	Legal Affairs Unit, Dept of Administration⠠⠇⠑⠛⠁⠇⠀⠠⠁⠋⠋⠁⠊⠗⠎⠀⠠⠥⠝⠊⠞⠂⠀⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝	Free⠠⠋⠗⠑⠑	Up to 7 days or as stipulated⠠⠥⠏⠀⠞⠕⠀⠼⠛⠀⠙⠁⠽⠎⠀⠕⠗⠀⠁⠎⠀⠎⠞⠊⠏⠥⠇⠁⠞⠑⠙
11⠼⠁⠁	Anti-Corruption - Report corruption allegations⠠⠁⠝⠞⠊⠤⠠⠉⠕⠗⠗⠥⠏⠞⠊⠕⠝⠀⠤⠀⠠⠗⠑⠏⠕⠗⠞⠀⠉⠕⠗⠗⠥⠏⠞⠊⠕⠝⠀⠁⠇⠇⠑⠛⠁⠞⠊⠕⠝⠎	Written request for information⠠⠺⠗⠊⠞⠞⠑⠝⠀⠗⠑⠟⠥⠑⠎⠞⠀⠋⠕⠗⠀⠊⠝⠋⠕⠗⠍⠁⠞⠊⠕⠝	Dept of Administration & Legal Affairs⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝⠀⠯⠀⠠⠇⠑⠛⠁⠇⠀⠠⠁⠋⠋⠁⠊⠗⠎	Free⠠⠋⠗⠑⠑	Up to 3 days⠠⠥⠏⠀⠞⠕⠀⠼⠉⠀⠙⠁⠽⠎
12⠼⠁⠃	Public Communication Services (Newsletters, Media Briefings, Proactive Disclosure)⠠⠏⠥⠃⠇⠊⠉⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎⠀⠐⠣⠠⠝⠑⠺⠎⠇⠑⠞⠞⠑⠗⠎⠂⠀⠠⠍⠑⠙⠊⠁⠀⠠⠃⠗⠊⠑⠋⠊⠝⠛⠎⠂⠀⠠⠏⠗⠕⠁⠉⠞⠊⠧⠑⠀⠠⠙⠊⠎⠉⠇⠕⠎⠥⠗⠑⠐⠜	On request Media channels MOH website Social media⠠⠕⠝⠀⠗⠑⠟⠥⠑⠎⠞ ⠠⠍⠑⠙⠊⠁⠀⠉⠓⠁⠝⠝⠑⠇⠎ ⠠⠍⠠⠕⠠⠓⠀⠺⠑⠃⠎⠊⠞⠑ ⠠⠎⠕⠉⠊⠁⠇⠀⠍⠑⠙⠊⠁	Public Communications Unit⠠⠏⠥⠃⠇⠊⠉⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠎⠀⠠⠥⠝⠊⠞	Free⠠⠋⠗⠑⠑	Up to 10 minutes⠠⠥⠏⠀⠞⠕⠀⠼⠁⠚⠀⠍⠊⠝⠥⠞⠑⠎
13⠼⠁⠉	Formulate and disseminate Government Policies⠠⠋⠕⠗⠍⠥⠇⠁⠞⠑⠀⠁⠝⠙⠀⠙⠊⠎⠎⠑⠍⠊⠝⠁⠞⠑⠀⠠⠛⠕⠧⠑⠗⠝⠍⠑⠝⠞⠀⠠⠏⠕⠇⠊⠉⠊⠑⠎	Stakeholder participation Ministry website Electronic and print media Enquire from MOH Public Communications⠠⠎⠞⠁⠅⠑⠓⠕⠇⠙⠑⠗⠀⠏⠁⠗⠞⠊⠉⠊⠏⠁⠞⠊⠕⠝ ⠠⠍⠊⠝⠊⠎⠞⠗⠽⠀⠺⠑⠃⠎⠊⠞⠑ ⠠⠑⠇⠑⠉⠞⠗⠕⠝⠊⠉⠀⠁⠝⠙⠀⠏⠗⠊⠝⠞⠀⠍⠑⠙⠊⠁ ⠠⠑⠝⠟⠥⠊⠗⠑⠀⠋⠗⠕⠍⠀⠠⠍⠠⠕⠠⠓⠀⠠⠏⠥⠃⠇⠊⠉⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠎	Directorate of Family Health Directorate of Curative & Nursing Services Directorate of Health Products & Technologies Directorate of Health Finance, Digital Health, Policy & Research⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠋⠁⠍⠊⠇⠽⠀⠠⠓⠑⠁⠇⠞⠓ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠉⠥⠗⠁⠞⠊⠧⠑⠀⠯⠀⠠⠝⠥⠗⠎⠊⠝⠛⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠏⠗⠕⠙⠥⠉⠞⠎⠀⠯⠀⠠⠞⠑⠉⠓⠝⠕⠇⠕⠛⠊⠑⠎ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠋⠊⠝⠁⠝⠉⠑⠂⠀⠠⠙⠊⠛⠊⠞⠁⠇⠀⠠⠓⠑⠁⠇⠞⠓⠂⠀⠠⠏⠕⠇⠊⠉⠽⠀⠯⠀⠠⠗⠑⠎⠑⠁⠗⠉⠓	Free⠠⠋⠗⠑⠑	Up to 6 months⠠⠥⠏⠀⠞⠕⠀⠼⠋⠀⠍⠕⠝⠞⠓⠎
14⠼⠁⠙	Formulate, review and disseminate Health Sector Standards and Guidelines⠠⠋⠕⠗⠍⠥⠇⠁⠞⠑⠂⠀⠗⠑⠧⠊⠑⠺⠀⠁⠝⠙⠀⠙⠊⠎⠎⠑⠍⠊⠝⠁⠞⠑⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠎⠑⠉⠞⠕⠗⠀⠠⠎⠞⠁⠝⠙⠁⠗⠙⠎⠀⠁⠝⠙⠀⠠⠛⠥⠊⠙⠑⠇⠊⠝⠑⠎	Stakeholder participation Ministry website Media Enquire from MOH Public Communications⠠⠎⠞⠁⠅⠑⠓⠕⠇⠙⠑⠗⠀⠏⠁⠗⠞⠊⠉⠊⠏⠁⠞⠊⠕⠝ ⠠⠍⠊⠝⠊⠎⠞⠗⠽⠀⠺⠑⠃⠎⠊⠞⠑ ⠠⠍⠑⠙⠊⠁ ⠠⠑⠝⠟⠥⠊⠗⠑⠀⠋⠗⠕⠍⠀⠠⠍⠠⠕⠠⠓⠀⠠⠏⠥⠃⠇⠊⠉⠀⠠⠉⠕⠍⠍⠥⠝⠊⠉⠁⠞⠊⠕⠝⠎	Directorate of Family Health Directorate of Curative & Nursing Services Directorate of Health Products & Technologies Directorate of Health Finance, Digital Health, Policy & Research⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠋⠁⠍⠊⠇⠽⠀⠠⠓⠑⠁⠇⠞⠓ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠉⠥⠗⠁⠞⠊⠧⠑⠀⠯⠀⠠⠝⠥⠗⠎⠊⠝⠛⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠏⠗⠕⠙⠥⠉⠞⠎⠀⠯⠀⠠⠞⠑⠉⠓⠝⠕⠇⠕⠛⠊⠑⠎ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠋⠊⠝⠁⠝⠉⠑⠂⠀⠠⠙⠊⠛⠊⠞⠁⠇⠀⠠⠓⠑⠁⠇⠞⠓⠂⠀⠠⠏⠕⠇⠊⠉⠽⠀⠯⠀⠠⠗⠑⠎⠑⠁⠗⠉⠓	Free⠠⠋⠗⠑⠑	Up to 6 months⠠⠥⠏⠀⠞⠕⠀⠼⠋⠀⠍⠕⠝⠞⠓⠎
15⠼⠁⠑	Forensic and Pathology Services⠠⠋⠕⠗⠑⠝⠎⠊⠉⠀⠁⠝⠙⠀⠠⠏⠁⠞⠓⠕⠇⠕⠛⠽⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎	Request Forms Court Orders Specimens⠠⠗⠑⠟⠥⠑⠎⠞⠀⠠⠋⠕⠗⠍⠎ ⠠⠉⠕⠥⠗⠞⠀⠠⠕⠗⠙⠑⠗⠎ ⠠⠎⠏⠑⠉⠊⠍⠑⠝⠎	Directorate of Curative and Nursing Services⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠉⠥⠗⠁⠞⠊⠧⠑⠀⠁⠝⠙⠀⠠⠝⠥⠗⠎⠊⠝⠛⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎	Free⠠⠋⠗⠑⠑	Up to 14 days or as stipulated⠠⠥⠏⠀⠞⠕⠀⠼⠁⠙⠀⠙⠁⠽⠎⠀⠕⠗⠀⠁⠎⠀⠎⠞⠊⠏⠥⠇⠁⠞⠑⠙
16⠼⠁⠋	Research and Development - Permit to conduct research in health facilities⠠⠗⠑⠎⠑⠁⠗⠉⠓⠀⠁⠝⠙⠀⠠⠙⠑⠧⠑⠇⠕⠏⠍⠑⠝⠞⠀⠤⠀⠠⠏⠑⠗⠍⠊⠞⠀⠞⠕⠀⠉⠕⠝⠙⠥⠉⠞⠀⠗⠑⠎⠑⠁⠗⠉⠓⠀⠊⠝⠀⠓⠑⠁⠇⠞⠓⠀⠋⠁⠉⠊⠇⠊⠞⠊⠑⠎	Request for permit⠠⠗⠑⠟⠥⠑⠎⠞⠀⠋⠕⠗⠀⠏⠑⠗⠍⠊⠞	Directorate of Health Finance, Digital Health, Policy & Research⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠋⠊⠝⠁⠝⠉⠑⠂⠀⠠⠙⠊⠛⠊⠞⠁⠇⠀⠠⠓⠑⠁⠇⠞⠓⠂⠀⠠⠏⠕⠇⠊⠉⠽⠀⠯⠀⠠⠗⠑⠎⠑⠁⠗⠉⠓	Free⠠⠋⠗⠑⠑	Up to 21 days⠠⠥⠏⠀⠞⠕⠀⠼⠃⠁⠀⠙⠁⠽⠎
	Research - Permit to access Ministry data for research⠠⠗⠑⠎⠑⠁⠗⠉⠓⠀⠤⠀⠠⠏⠑⠗⠍⠊⠞⠀⠞⠕⠀⠁⠉⠉⠑⠎⠎⠀⠠⠍⠊⠝⠊⠎⠞⠗⠽⠀⠙⠁⠞⠁⠀⠋⠕⠗⠀⠗⠑⠎⠑⠁⠗⠉⠓	Request for permit⠠⠗⠑⠟⠥⠑⠎⠞⠀⠋⠕⠗⠀⠏⠑⠗⠍⠊⠞	Directorate of Health Finance, Digital Health, Policy & Research⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠋⠊⠝⠁⠝⠉⠑⠂⠀⠠⠙⠊⠛⠊⠞⠁⠇⠀⠠⠓⠑⠁⠇⠞⠓⠂⠀⠠⠏⠕⠇⠊⠉⠽⠀⠯⠀⠠⠗⠑⠎⠑⠁⠗⠉⠓	Free⠠⠋⠗⠑⠑	Up to 21 days⠠⠥⠏⠀⠞⠕⠀⠼⠃⠁⠀⠙⠁⠽⠎
	Research - Permit to transfer biological samples abroad⠠⠗⠑⠎⠑⠁⠗⠉⠓⠀⠤⠀⠠⠏⠑⠗⠍⠊⠞⠀⠞⠕⠀⠞⠗⠁⠝⠎⠋⠑⠗⠀⠃⠊⠕⠇⠕⠛⠊⠉⠁⠇⠀⠎⠁⠍⠏⠇⠑⠎⠀⠁⠃⠗⠕⠁⠙	Request for permit⠠⠗⠑⠟⠥⠑⠎⠞⠀⠋⠕⠗⠀⠏⠑⠗⠍⠊⠞	Directorate of Health Finance, Digital Health, Policy & Research⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠋⠊⠝⠁⠝⠉⠑⠂⠀⠠⠙⠊⠛⠊⠞⠁⠇⠀⠠⠓⠑⠁⠇⠞⠓⠂⠀⠠⠏⠕⠇⠊⠉⠽⠀⠯⠀⠠⠗⠑⠎⠑⠁⠗⠉⠓	Free⠠⠋⠗⠑⠑	Up to 21 days⠠⠥⠏⠀⠞⠕⠀⠼⠃⠁⠀⠙⠁⠽⠎
17⠼⠁⠛	Capacity building of Counties⠠⠉⠁⠏⠁⠉⠊⠞⠽⠀⠃⠥⠊⠇⠙⠊⠝⠛⠀⠕⠋⠀⠠⠉⠕⠥⠝⠞⠊⠑⠎	Request from Counties Health needs⠠⠗⠑⠟⠥⠑⠎⠞⠀⠋⠗⠕⠍⠀⠠⠉⠕⠥⠝⠞⠊⠑⠎ ⠠⠓⠑⠁⠇⠞⠓⠀⠝⠑⠑⠙⠎	Directorate of Family Health Directorate of Curative & Nursing Services Directorate of Health Products & Technologies Directorate of Health Finance, Digital Health, Policy & Research Dept of Central Planning & Project Monitoring⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠋⠁⠍⠊⠇⠽⠀⠠⠓⠑⠁⠇⠞⠓ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠉⠥⠗⠁⠞⠊⠧⠑⠀⠯⠀⠠⠝⠥⠗⠎⠊⠝⠛⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠏⠗⠕⠙⠥⠉⠞⠎⠀⠯⠀⠠⠞⠑⠉⠓⠝⠕⠇⠕⠛⠊⠑⠎ ⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠓⠑⠁⠇⠞⠓⠀⠠⠋⠊⠝⠁⠝⠉⠑⠂⠀⠠⠙⠊⠛⠊⠞⠁⠇⠀⠠⠓⠑⠁⠇⠞⠓⠂⠀⠠⠏⠕⠇⠊⠉⠽⠀⠯⠀⠠⠗⠑⠎⠑⠁⠗⠉⠓ ⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠉⠑⠝⠞⠗⠁⠇⠀⠠⠏⠇⠁⠝⠝⠊⠝⠛⠀⠯⠀⠠⠏⠗⠕⠚⠑⠉⠞⠀⠠⠍⠕⠝⠊⠞⠕⠗⠊⠝⠛	Free⠠⠋⠗⠑⠑	1 month⠼⠁⠀⠍⠕⠝⠞⠓
18⠼⠁⠓	Blood Transfusion Services⠠⠃⠇⠕⠕⠙⠀⠠⠞⠗⠁⠝⠎⠋⠥⠎⠊⠕⠝⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎	Requisition for blood by hospitals⠠⠗⠑⠟⠥⠊⠎⠊⠞⠊⠕⠝⠀⠋⠕⠗⠀⠃⠇⠕⠕⠙⠀⠃⠽⠀⠓⠕⠎⠏⠊⠞⠁⠇⠎	Directorate of Blood Transfusion Services⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠃⠇⠕⠕⠙⠀⠠⠞⠗⠁⠝⠎⠋⠥⠎⠊⠕⠝⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎	Free⠠⠋⠗⠑⠑	30 minutes⠼⠉⠚⠀⠍⠊⠝⠥⠞⠑⠎
19⠼⠁⠊	Tax exemption⠠⠞⠁⠭⠀⠑⠭⠑⠍⠏⠞⠊⠕⠝	Application with relevant documents⠠⠁⠏⠏⠇⠊⠉⠁⠞⠊⠕⠝⠀⠺⠊⠞⠓⠀⠗⠑⠇⠑⠧⠁⠝⠞⠀⠙⠕⠉⠥⠍⠑⠝⠞⠎	Dept of Administration⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠁⠙⠍⠊⠝⠊⠎⠞⠗⠁⠞⠊⠕⠝	Free⠠⠋⠗⠑⠑	Up to 5 days⠠⠥⠏⠀⠞⠕⠀⠼⠑⠀⠙⠁⠽⠎
20⠼⠃⠚	Vetting for Income Tax Exemption⠠⠧⠑⠞⠞⠊⠝⠛⠀⠋⠕⠗⠀⠠⠊⠝⠉⠕⠍⠑⠀⠠⠞⠁⠭⠀⠠⠑⠭⠑⠍⠏⠞⠊⠕⠝	Request from NCPWD Completed Disability Medical Assessment form Consultant/Specialist report if necessary⠠⠗⠑⠟⠥⠑⠎⠞⠀⠋⠗⠕⠍⠀⠠⠝⠠⠉⠠⠏⠠⠺⠠⠙ ⠠⠉⠕⠍⠏⠇⠑⠞⠑⠙⠀⠠⠙⠊⠎⠁⠃⠊⠇⠊⠞⠽⠀⠠⠍⠑⠙⠊⠉⠁⠇⠀⠠⠁⠎⠎⠑⠎⠎⠍⠑⠝⠞⠀⠋⠕⠗⠍ ⠠⠉⠕⠝⠎⠥⠇⠞⠁⠝⠞⠸⠌⠠⠎⠏⠑⠉⠊⠁⠇⠊⠎⠞⠀⠗⠑⠏⠕⠗⠞⠀⠊⠋⠀⠝⠑⠉⠑⠎⠎⠁⠗⠽	Directorate of Curative and Nursing Services⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠉⠥⠗⠁⠞⠊⠧⠑⠀⠁⠝⠙⠀⠠⠝⠥⠗⠎⠊⠝⠛⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎	Free⠠⠋⠗⠑⠑	Up to 30 days⠠⠥⠏⠀⠞⠕⠀⠼⠉⠚⠀⠙⠁⠽⠎
21⠼⠃⠁	Second Opinion for extension of service by PSC⠠⠎⠑⠉⠕⠝⠙⠀⠠⠕⠏⠊⠝⠊⠕⠝⠀⠋⠕⠗⠀⠑⠭⠞⠑⠝⠎⠊⠕⠝⠀⠕⠋⠀⠎⠑⠗⠧⠊⠉⠑⠀⠃⠽⠀⠠⠏⠠⠎⠠⠉	PSC request for second opinion Completed Disability Medical Assessment form Consultant/Specialist report if necessary⠠⠏⠠⠎⠠⠉⠀⠗⠑⠟⠥⠑⠎⠞⠀⠋⠕⠗⠀⠎⠑⠉⠕⠝⠙⠀⠕⠏⠊⠝⠊⠕⠝ ⠠⠉⠕⠍⠏⠇⠑⠞⠑⠙⠀⠠⠙⠊⠎⠁⠃⠊⠇⠊⠞⠽⠀⠠⠍⠑⠙⠊⠉⠁⠇⠀⠠⠁⠎⠎⠑⠎⠎⠍⠑⠝⠞⠀⠋⠕⠗⠍ ⠠⠉⠕⠝⠎⠥⠇⠞⠁⠝⠞⠸⠌⠠⠎⠏⠑⠉⠊⠁⠇⠊⠎⠞⠀⠗⠑⠏⠕⠗⠞⠀⠊⠋⠀⠝⠑⠉⠑⠎⠎⠁⠗⠽	Directorate of Curative and Nursing Services⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠉⠥⠗⠁⠞⠊⠧⠑⠀⠁⠝⠙⠀⠠⠝⠥⠗⠎⠊⠝⠛⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎	Free⠠⠋⠗⠑⠑	Up to 30 days⠠⠥⠏⠀⠞⠕⠀⠼⠉⠚⠀⠙⠁⠽⠎
22⠼⠃⠃	Appeal for Disability Medical Assessment⠠⠁⠏⠏⠑⠁⠇⠀⠋⠕⠗⠀⠠⠙⠊⠎⠁⠃⠊⠇⠊⠞⠽⠀⠠⠍⠑⠙⠊⠉⠁⠇⠀⠠⠁⠎⠎⠑⠎⠎⠍⠑⠝⠞	Request for re-assessment by client Completed Disability Medical Assessment form Consultant/Specialist report if necessary⠠⠗⠑⠟⠥⠑⠎⠞⠀⠋⠕⠗⠀⠗⠑⠤⠁⠎⠎⠑⠎⠎⠍⠑⠝⠞⠀⠃⠽⠀⠉⠇⠊⠑⠝⠞ ⠠⠉⠕⠍⠏⠇⠑⠞⠑⠙⠀⠠⠙⠊⠎⠁⠃⠊⠇⠊⠞⠽⠀⠠⠍⠑⠙⠊⠉⠁⠇⠀⠠⠁⠎⠎⠑⠎⠎⠍⠑⠝⠞⠀⠋⠕⠗⠍ ⠠⠉⠕⠝⠎⠥⠇⠞⠁⠝⠞⠸⠌⠠⠎⠏⠑⠉⠊⠁⠇⠊⠎⠞⠀⠗⠑⠏⠕⠗⠞⠀⠊⠋⠀⠝⠑⠉⠑⠎⠎⠁⠗⠽	Directorate of Curative and Nursing Services⠠⠙⠊⠗⠑⠉⠞⠕⠗⠁⠞⠑⠀⠕⠋⠀⠠⠉⠥⠗⠁⠞⠊⠧⠑⠀⠁⠝⠙⠀⠠⠝⠥⠗⠎⠊⠝⠛⠀⠠⠎⠑⠗⠧⠊⠉⠑⠎	Free⠠⠋⠗⠑⠑	Up to 30 days⠠⠥⠏⠀⠞⠕⠀⠼⠉⠚⠀⠙⠁⠽⠎
23⠼⠃⠉	Recruitment⠠⠗⠑⠉⠗⠥⠊⠞⠍⠑⠝⠞	Application with relevant documents⠠⠁⠏⠏⠇⠊⠉⠁⠞⠊⠕⠝⠀⠺⠊⠞⠓⠀⠗⠑⠇⠑⠧⠁⠝⠞⠀⠙⠕⠉⠥⠍⠑⠝⠞⠎	Dept of Human Resource and Development⠠⠙⠑⠏⠞⠀⠕⠋⠀⠠⠓⠥⠍⠁⠝⠀⠠⠗⠑⠎⠕⠥⠗⠉⠑⠀⠁⠝⠙⠀⠠⠙⠑⠧⠑⠇⠕⠏⠍⠑⠝⠞	Free⠠⠋⠗⠑⠑	Up to 21 days⠠⠥⠏⠀⠞⠕⠀⠼⠃⠁⠀⠙⠁⠽⠎

"COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY"

⠠⠉⠠⠕⠠⠍⠠⠍⠠⠊⠠⠞⠠⠍⠠⠑⠠⠝⠠⠞⠀⠠⠞⠠⠕⠀⠠⠉⠠⠕⠥⠠⠗⠠⠞⠠⠑⠠⠎⠠⠽⠀⠠⠁⠠⠝⠠⠙⠀⠠⠑⠠⠭⠠⠉⠠⠑⠠⠇⠠⠇⠠⠑⠠⠝⠠⠉⠠⠑⠀⠠⠊⠠⠝⠀⠠⠎⠠⠑⠠⠗⠠⠧⠠⠊⠠⠉⠠⠑⠀⠠⠙⠠⠑⠠⠇⠠⠊⠠⠧⠠⠑⠠⠗⠠⠽

Any services not conforming to the above standards should be reported to:

The Principal Secretary ⠠⠞⠓⠑⠀⠠⠏⠗⠊⠝⠉⠊⠏⠁⠇⠀⠠⠎⠑⠉⠗⠑⠞⠁⠗⠽

State Dept for Medical Services, Afya House, Cathedral Road
P.O. Box 30016-00100 Nairobi, Kenya
Email: ps.medical@health.go.ke | http://www.health.go.ke

The Commission Secretary/CEO ⠠⠞⠓⠑⠀⠠⠉⠕⠍⠍⠊⠎⠎⠊⠕⠝⠀⠠⠎⠑⠉⠗⠑⠞⠁⠗⠽⠀⠠⠉⠠⠑⠠⠕

Commission on Administrative Justice
West End Towers, 2nd Floor, Waiyaki Way, P.O. Box 20414-00200 Nairobi
Tel: +254 (0) 20 2270000/2303000 | Email: complain@ombudsman.go.ke

Kenya National Public Health Institute

VISION

A healthier and safer nation prepared to timely detect, prevent and respond effectively to public health threats.

MISSION

To enhance and safeguard the nation from existing and emerging public health threats by strengthening integrated surveillance, driving evidence-based innovation and building a skilled, adaptive public health workforce and system.

CORE VALUES

Excellence
Resilience
Reliability
Trust
Integrity
Innovation
Equity
Sustainability

OUR COMMITMENT

The Institute is committed to delivering all services in adherence to the law and the core values of the Institute. In pursuit of this commitment, the Institute will strategically leverage digital technologies to enhance operational efficiency, promote transparency, and ensure inclusive access to its services. A summary of service types, corresponding processes, and timelines is provided below.

S/No	SERVICES	REQUIREMENT(S) TO OBTAIN SERVICE	COST OF SERVICE	TIMELINE
1.	Public Health Emergency Verification	Reporting of an event from the Emergency lines/Signals/media etc	Free	Immediate Response to the enquiry 7 days for confirmation
2	Public Health Emergency Outbreak Response	Official request from clients Upon receiving information/ Alert	Free	1 day for notification 7days for response
3	Public Health Updates	Upon request Access to media channels Access to our official social media channels	Free	Immediate or on need basis
4	Research and development	Upon reporting of confirmed public health threats/concerns raised by the public etc Academic requirement Call for research proposals	Depending on the type research	Within the timelines of the research protocols
	Dissemination of research findings	Upon request of the findings Access to media channels Access to the Institute’s official social media channels	Free	Within three months after completion of the study
5	Specialized Diagnostics and Genomics	Duly filled referral request Form/Triple-packaged and labelled samples	Varies depending on the type of sample requested	5-15 working days
6	County support for Quality Assurance	A written formal request	Varies by the nature of service required	Within 14days
7	Traveller health screening, disease surveillance and response Traveler screening and disease surveillance	Travel and vaccination documents as necessary Report of public health incident	Free	3 minutes
	Yellow fever vaccination-single dose	Travel and vaccination documents as necessary Report of public health incident	Kshs 4500	10 minutes
	Yellow fever vaccination-multi-dose	Travel and vaccination documents as necessary Report of public health incident	Kshs 2500	10 minutes
	Polio (Adacell)	Travel and vaccination documents as necessary Report of public health incident	Kshs 5000	10 minute
8	Licensing and Certification Food hygiene license restaurants	Request for certification	Kshs 3000	2 hours
	Food hygiene license(Pack house and warehouses)	Request for certification	Kshs 5000	3 hours
	Medical examination certificate	Request for certification	Kshs 1500	Within 2 weeks of payment for examination
	Imports certificate	Request for certification	Kshs 3000	Within 12 hours of client application for approval
	Export certificate	Request for certification	Kshs 3000	Within 12 hours of client application for approval
	Disinfection certificate	Request for certification	Kshs 6000	Within 12 hours of client application or discretion of port health officer
9	Response to phone calls(landline or any other official line)	Make a phone call	Free	Within 15 seconds
10	Response to enquiry by walk in clients	Walk-in and make the enquiry	Free	Within 5 minutes
11	Resolution of complaints	Make verbal or written a complaint	Free	Within 14 working days
12	Registration of suppliers	Duly filled application form, company profile, certificate of incorporation, Registration PIN certificate, valid Tax compliance Certificate/Exemptions, original bank statement, copy of certificate of registration with relevant regulatory bodies, non-refundable fee payment receipt, copies of annual return forms filled by company registry, National ID/Passport	Free	14 working days
13	Processing of tenders	Submit bids for good and services	Free	90 days from the date of closing of bids
14	Payment for goods and services	L.P.O/ Invoice Certificate of Completion/ Goods/ Services Received/ minutes of the acceptance and inspection report	Free	30 days from the date of receipt of the invoice

Feedback (Compliments & Complaints)

The Director General

Kenya National Public Health Institute
P.O.BOX 31-00202 NAIROBI
Nairobi
Tel: +254 718 777 000
Email: directorgeneral.knphi@gmail.com
Website: www.nphi.go.ke

Escalation

Any escalation may be reported to:

The Commission Secretary/Chief Executive Officer

Commission on Administrative Justice
West End Towers, 2nd Floor, Waiyaki Way
P.O Box 20414, City Square, 00200
Tel: +254 020 2270 000 | +254 020 2303 000
Email: complain@ombudsman.go.ke (for complaints)
Website: www.ombudsman.go.ke

Service Delivery Charter

STATE DEPARTMENT FOR MEDICAL SERVICES

VISION

MISSION

CORE VALUES

CITIZEN’S SERVICE DELIVERY CHARTER

“COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY”

The Principal Secretary

The Commission Secretary/Chief Executive Officer

IDARA YA SERIKALI KWA HUDUMA ZA MATIBABU

DIRA

DHAMIRA

MAADILI MSINGI

HATI YA UTOAJI HUDUMA KWA RAIA

"AHADI YA HESHIMA NA UBORA KATIKA UTOAJI WA HUDUMA"

Katibu Mkuu wa Idara ya Serikali kwa Huduma za Matibabu

Katibu wa Tume / Mkurugenzi Mtendaji

STATE DEPARTMENT FOR MEDICAL SERVICES

CITIZEN'S SERVICE DELIVERY CHARTER

VISION

"COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY"

The Principal Secretary ⠠⠞⠓⠑⠀⠠⠏⠗⠊⠝⠉⠊⠏⠁⠇⠀⠠⠎⠑⠉⠗⠑⠞⠁⠗⠽

The Commission Secretary/CEO ⠠⠞⠓⠑⠀⠠⠉⠕⠍⠍⠊⠎⠎⠊⠕⠝⠀⠠⠎⠑⠉⠗⠑⠞⠁⠗⠽⠀⠠⠉⠠⠑⠠⠕

Kenya National Public Health Institute

VISION

MISSION

CORE VALUES

OUR COMMITMENT

Feedback (Compliments & Complaints)

The Director General

Escalation

The Commission Secretary/Chief Executive Officer

Quick Contact

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