MINISTRY OF HEALTH POBOX 84 KIGALI. RW ANDA OVERVIEW

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1 REPUBLIC OF RWANDA MINISTRY OF HEALTH POBOX 84 KIGALI CUSTOMER CARE NORMS IN RW ANDA OVERVIEW The ministry of Health is committed to improve its customer services and appreciates any comment from clients; either complimentary or critical that will contribute to improving the quality of services. We strongly believe that our health facilities exist to serve our customers, and should therefore be customer focused, striving to meet customer needs and exceed customer expectation in provision of care. Customer Care therefore relates to "Services offered to every patient pre.\ enting to a health facili(i' regardless of the nature of their complaint or disease". We aim to ensure that every client of the health services is satisfied with the way in which they are received and attended to in the process of care. Our strategies are: ~. o To improve the quality of care at the facility level o To reduce waiting times in the process of care - o To improve client confidence in the health care system

2 2 o To improve the diagnosis and the treatment for a better outcome and a cost effecti veness o To emphasize the importance of having a positive attitude towards our customers and treat them with dignity. o To improve client adherence to the health care to be provided o To improve responsiveness of all the health system We will achieve this through a collaboration approach with our partners, patients and personnel; and their commitment to the set standards. NORMS/ST ANDARDS Entrv to the facilitv and Reception I. Every facility will be clearly identified by a sign post at the entrance. 2. Clients are directed to different services within the facility by clear orientation signs/person 3. Every client will be greeted courteously and politely (you can't imagine the importance of a smile!) 4. Clients must be treated with respect at all times 5. Patients are communicated to in a language they understand, and in the case of a language barrier seek an interpreter. 6. The responsibility for orientation to the reception area is lies with the gate keepers, who are the first contact at the entrance. 7. Reception areas must be positioned in front of the facility for easy access 8. Activities in the areas for patients should be limited to patient reception and orientation, provision of information, patient assistance in case of emergencies and vulnerable groups (very old, heavy pregnant women, women with very small child or young person, etc) & patient registration in order to prevent congestion and confusion.. 9. Reception areas must provide seating and shelter from rain, wind, and sun 10. E.very patient should be received within 5 minutes of arriving at the facility, and directed to ~ the appropriate service depending on the urgency of.the care needed (Mutuelle office, dispensary, consulting room, emergency, laboratory, etc).

3 II. Each Health facility should have a desk for Customer care at the reception area. 12. All points where patients are required to wait for services should have a waiting area with seats and shelter. Consultation I. At consultation medical and nursing professionals should greet clients identifying the patient in his or her names as this helps to confirm that the file is for the right patient. 2. Clients should be informed in the possibility of seeing different medical staff either nurse. general doctor or specialist as well as the different price and options 3. All clients should be seen in privacy and all consultations will be confidential 4. The consulting health professional will always give both written and verbal explanations on the client's health condition, the investigations to be carried out, and any mediation given. 5. When not satisfied where the client should go or complain or ask for expertise? 6. Clients should be given an orientation before leaving for the next step of their care in the facility. In a case when investigations are required the consulting health professional will explain to the patient where and when to come back for results. Dispen.'Iinf! area or Pharmacv 1. The pharmacist or dispenser has the responsibility to explain the details (dosage, contreindications, potential adverse events and actions) of the prescription and give necessary advice to the patient. 2. If the client is illiterate, the pharmacist must provide instructions in a pictorial form Durinf! Hospitalization 1. The patient should be given information on the different options of hospitalization and the expected cost. This will help the patient make informed decisions about their hospital stay in collaboration with the medical staff. 2. The patient should be regularly updated on its health status(evolution) as well as the cost of se~ices received 3. Hospitalized patients and their families will be provided'with information on visiting hours.

4 4 4. Patients with chronic conditions are given advice and clear information on their health status and explanation how to live a positive life with their chronic condition. 5. Patients are informed of their discharge before the day of discharge in order to prepare themselves and their families. 6. The health facility will ensure that within one hour of discharge, all documentation will be ready so that the patient can leave promptly.. 7. Patients are to be given information on when to come back for doctor's review. In case of death of patient I. The staff breaking the news does it in a professional and compassionate fashion, always remembering that they are dealing with the public at a most vulnerable time. 2. There is a system to independently review all deaths in all services. 3. Death review reports available. 4. Death certificates should be signed and ready within 2 hours of the death of a patient MallaJ!ement I. All Personnel have identification badges (with names, title and service) and every health worker will identify themselves to every client they come into contact with. 2. All personnel will be observant and in case they notice someone looks confused or lost and will stop to help. If possible, they will walk customers to their destination or those patients who have an appointment the health facility should ensure that the patient is seen within 20 minutes of the time of appointment. 3. All health facilities should ask their patients on what they think about the services provided them to help improve through surveys, questionnaires, or suggestion boxes. 4. The health facility will ensure that all personnel proving service are professional are well trained ~ and knowledgeable. 5. Service hours and visitors hours will be clearly stated and communicated to clients 6. All health facilities will ensure a clean and safe environment for its clients.

5 5 7. All health facilities will have a Complaint management system in place. 8. All health facilities should put in place an incident reporting system. 9. The management of each health facility will plan for increasing awareness amongst staff of the importance of good customer care. 10. Health facilities will always provide parking area to its clients and maintain it appropriately. ELEMENTS OF A GOOD CUSTOMER CARE: I. Welcoming 2. Giving seat 3. Sel f presentation to customer 4. Asking for the mobile of the visit 5. Giving time to the customer's complaints 6. Good orientation RESPONSIBILITY AND ACCOUNTABILITY: 1. Person-in-charge of each individual facility for training staff and monitoring adherence to the Norms 2. All Individual workers in the facility, along the chain of contact, for adhering to the norms 3. Clients for knowing their rights and responsibilities and demanding their rights when norms are not adhered to.