LAGOS STATE MINISTRY OF HEALTH

Introduction

Lagos State is passing through a phase of transformation characterized by rapid population growth/overcrowding with attendant health issues. These have created major challenges in the management and control of the public health system by the State Ministry of Health. This service charter which has been carefully revised with the support and collaboration of the State Office of Transformation, is intended to continue to improve the standard of health care in the State’s Public Health Sector by empowering clients and patients to responsibly demand quality health care from government facilities.

The service charters will bring about the awareness of patients’ rights and responsibilities that have been lacking among the population of Lagos State. In addition the service charter will motivate the community to participate in the management of their health by promoting disease prevention, timely referral of patients to health facilities for immediate attention of their health problems and concerns.

The Lagos State Ministry of Health continues to pursue its quest to facilitate patients’ awareness of their rights and responsibilities that have been lacking in the State Health system. In addition, it strives to motivate the people of Lagos State to participate in the management of their health by promoting disease prevention and timely referral of patients to health facilities for immediate attention of their health problems and concerns.

Purpose

The purpose of this service charter is to empower health consumers in their demand for quality health care, to promote the rights of patients and improve the quality of life of all Lagosians.

This is against the background of the fact that the capacity of Lagosians to demand their health rights is limited due to inadequate awareness of their privileges to do so, the result of which are poor health indices.

The charter will further communicate the Ministry’s core functions and values to customers/ clients, and provide information on the spectrum of services rendered, principles, obligations, customers / clients’ rights and obligations as well as mechanisms for seeking redress. This charter provides a basis for a regulatory framework in the State health system that will contribute to quality health care.

The Lagos State Ministry of Health is committed to the continued implementation of Service Charter by the State government; a process through which customers’ / clients’ rights are protected in the course of seeking health services.

The charter and its constant review processes will enable users/providers of health care to contribute to the development of the overall health care system. Its implementation will enhance community participation as individuals take responsibility for their health.

Charter Review

This second edition of the Lagos State Ministry of Health’s Service Charter represents the first review carried out on the Ministry’s maiden Charter Document which was formally launched in April 2012. It is therefore in fulfillment of the pledge to periodically update the charter as a living document; completely capturing our service improvement priorities and the input of our stakeholders for continuous effective and efficient services.

The reviewed document endeavors to provide up-to-date information on the revised/added services currently available in the Ministry of Health as well as the Standards. Based on the outcome of a comprehensive Performance Review (which included a customer satisfaction survey) carried out in 2013 after a year and a half of implementation, pre-existing standards have also been reviewed to facilitate an improvement in the quality of service provided to customers.The reviewed document endeavors to provide up-to-date information on the revised/added services currently available in the Ministry of Health as well as the Standards. Based on the outcome of a comprehensive Performance Review (which included a customer satisfaction survey) carried out in 2013 after a year and a half of implementation, pre-existing standards have also been reviewed to facilitate an improvement in the quality of service provided to customers.

Vision Statement

To attain excellence in health service delivery by applying best practices at all levels of care.

Mission Statement

To deliver qualitative, affordable and equitable healthcare services to the citizenry, applying appropriate technology by highly motivated staff.

Our Customers and Stakeholder Groups

  • Residents / visitors in Lagos State seeking health care services, sponsorship for healthcare and search
  • Public Servants
  • Non-Governmental Organizations
  • Civil Society Organizations
  • Donor/Development Partners
  • Lagos State Public School pupils
  • Students on Professional attachment or academic research
  • Contractors
  • All workplaces within the State e.g. factories, industries, food handling organizations
  • Patent and Proprietary Medicine Vendors and Pharmaceutical Premises
  • Health related Corporate Organisations – Pharmaceutical, Medical Equipment, Training, etc.
  • Health related Professional Bodies
  • Faith-based Organisations providing healthcare Services
  • Public and Private Health Facilities.

Service Delivery Principle: 

The following principles embody our vision, mission and values. These principles apply in the development, regulation, monitoring and empowerment of the Lagos State Ministry of Health in carrying out mandated functions and responsibilities in the health sector.

Respect:That all our services are provided with the utmost respect for our customers, stakeholders as well as our partners.

Commitment to Responsibility:  We aim to continuously meet high standards of performance and responsibility in all our activities

Commitment to Society:  We want to maintain high ethical and social standards in carrying out all our functions;remaining sensitive to the social and cultural values of our people.

Continuous Improvement:  We are committed to monitoring our performance and achievements in line with best practice and evidence based advice.

Mandated Core Functions

The Ministry of Health performs the following health sector responsibilities, functions and duties:

  • provide the Government advice as to strategies, policies, and planning concerning the development, resourcing, provision and management of health care services in the State health sector;
  • provide and promote preventive, curative and rehabilitative health services;
  • establish, regulate and enforce standards concerning training, qualifications and performance required for health providers in accordance with any applicable laws;
  • set standards and regulate the provision of health service delivery;
  • establish and provide for quality control and consumer complaints systems for the provision of health services with any applicable laws

Rights of our Customers and Clients

The charter spells out that our customers have the following rights:

  • The right to government health care services,
  • The right to health care by qualified health providers
  • The right to accurate information on health issues
  • The right to timely service i.e. service without delay
  • The right to protection from harm or injury
  • The right to privacy and confidentiality
  • The right to courteous treatment
  • The right to dignified treatment
  • The right to continuity of care
  • The right to personal/own opinions
  • The right to emergency treatment anywhere in the State
  • The right to dignified death
  • The right to complain to higher authorities;
  • The right to appeal administrative decisions

Our Core Values

  • Quality
  • Integrity
  • Professionalism
  • Innovativenessn
  • Timeliness

Our Service Pledge

Customers and visitors to the Lagos State Ministry of Health should expect to find our service windows open between 8am and 4pm on Monday – Friday, except on public holidays.

Quality of Our Service

They will be received and treated in a clean and comfortable environment with courtesy, respect and dignity irrespective of religion, ethnic group and nationality.  Staff of the Ministry will attend to the needs of customers by offering prompt, efficient and effective services. Specifically, customers should expect the following Services and Standards:

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Services Standards
Directorate of Disease Control
Hypertension and Diabetes Outreach Screening.

Breast, Cervical and Prostate cancers Screening and Referral Services.

One round of wellness week screening for these services would be conducted in the 2nd half of the year in 20 LGAs and 37 LGAs for hypertension and diabetes screening while in 3 LGAs for breast and cervical cancer screening and in 2 LGAs for prostate cancer screening.

  • We shall provide sufficient public enlightenment such as radio and television jingles, display of banners and distribution of handbills two weeks prior to commencement of screening.
  • We shall ensure there are sufficient screening sites to attend to people, such that no one remains on queue longer than 60 minutes after registration for each of the services.
  • We shall ensure appropriate referral to designated Public Health centres (PHCs) at LGAs/LCDAs.
  • We shall Provide Stand- by ambulances for emergency.
Primary Healthcare Services for hard to reach Communities
In collaboration with selected LGAs health teams, we will provide free primary healthcare services to at least Four (3) LGAs per year with 20 identified hard-to reach rural communities with or without an ambulance boat. In the last quarter of 2014
Free health services provided include:

  • Blood pressure and diabetes screening
  • Eye care
  • Family Planning
  • HIV counselling and screeningn
  • Immunization
  • Family Planning
  • Treatment of Minor ailments
  • Deworming of Children
  • Health education On Personal Hygiene, environmental sanitation and other contemporary public health issues.
Health Promotion/Education
We shall on quarterly basis provide health education and information on public health issues.

We shall provide up-to date public health information on relevant health issues through the development of PSAs for print and electronic media as the need arises.

Epidemiology (Disease Surveillance)
We shall track diseases occurrence patterns in the state on weekly basis.

We shall commence investigation on all suspected and reported cases of disease outbreaks within 24hours.

Designated hotlines will be provided throughout the period of the outbreak to attend to requests for information or guidance.

We shall conduct Sensitization of community informants on priority disease on the IDSR (Integrated Disease surveillance and Response) List.

HOTLINES:
Please call Tel No: 08033086660 0r 08023169485 to report disease outbreak.

Malaria Preventive services through Indoor Residual Spraying
  • We shall Provide Indoor Residual Spraying (IRS) operations in Seven (7) selected LGAs yearly, with a possibility of scaling up based on availability of resources.
  • We shall select LGAs based on result of entomological research.
  • We shall embark on adequate advocacy, communication and social mobilization on IRS among policy makers, stakeholders and residents of selected LGAs two (2) weeks to commencement of spraying.
  • We shall recruit and train adequate numbers of spray men from the relevant communities/wards to ensure capacity building and encourage programme ownership.
Tuberculosis and Leprosy Control Programme
  • We shall facilitate enlightenment by providing and distributing IEC materials on TB and Leprosy once a year to all DOTs sites.
  • We shall ensure the establishment of 15 additional TB diagnostic and 30 treatment centres in all so that patients do not have to travel far to access services.
HIV /AIDS Unit
Our Service Pledge

  • We shall ensure provision of at least 200,000 units of buffer stock of HIV Rapid Test Kits for use at the health care facilities.
  • Training of 100 health care workers (public and private) on HIV Counselling and Testing (HTC).
  • Scale – up of HTC services by additional 50 sites from 358 to 408 facilities (including public and private health facilities).
  • Training of 400 health care workers (public and private) on Prevention – of – Mother – To – Child Transmission (PMTCT) of HIV.
  • Scale – up of PMTCT services by additional 100 facilities from 344 to 444 facilities (including public and private health facilities).
  • Training of 60 health care workers (public and private) on Anti Retro Viral Therapy (ART).
  • Scale – up of ART sites by additional 10 sites from 33 to 43 facilities.
Malaria Preventive services through Indoor Residual Spraying
Health and Hygiene Education at the Community Level

Prevention of Disease Outbreaks at the community Level

Provision of Free Health Services at the community Level

In collaboration with selected LGAs health teams, we will provide free primary healthcare services to at least Four (3) LGAs per year with 20 identified hard-to reach rural communities with or without an ambulance boat. In the last quarter of 2014
Free health services provided include:

  • Blood pressure and diabetes screening
  • Eye care
  • Family Planning
  • HIV counselling and screeningn
  • Immunization
  • Family Planning
  • Treatment of Minor ailments
  • Deworming of Children
  • Health education On Personal Hygiene, environmental sanitation and other contemporary public health issues.
Pharmaceutical Services
Registration and Licensing of drug retail outlets, Pharmacists as well as Shops for Patent Medicine Vendors.

Drug Quality Control.

Drug Analysis and Quality Assurance.

Inspection and Monitoring of Drug Distribution Channels.

Continuous Training programmes for licensed patent and proprietary vendors on guidelines on the Operation of Patent and proprietary Medicine operators.

  • All Licenses will be issued within 6 months of application for same.
  • In the event of a delay, clients will be notified through their provided contact.
  • Clients seeking to analyze drug samples at the Drug Quality Control Laboratory shall be attended to within 30 minutes of arrival
  • A report of analysis will be provided within 10 Working days.
  • Premises of registered pharmacy operators are inspected monthly and reported available at the directorate.
  • A two (2) day training program will be schedule once in a year.

 

Healthcare Planning, Research and Statistics
Issuance of Certified True Copy (CTC) of birth certificates for immigration, educational and legal purposes.

Review of proposals from Organisations/Individuals

When you visit the Health Management Information Systems Unit in Room 611 on the 6th floor of the Ministry of Health, we will:

  • Ensure you are not kept waiting for longer than 30 minutes
  • Provide you a feedback of findings on your return visit a week after your first encounter.
  • Issue the CTC for your collection within 2 weeks of your request
  • We shall formally acknowledge receipt of your proposal within a week of your submission
Information, Education and Communication Services on Health Issues.
Provision of timely information on health matters

Educating the public on prevention tips during disease outbreaks

Conducting Disease Surveillance/ Epidemiology.

Malaria Preventive Services through Indoor Residual Spraying

Issuance of Yellow Fever Immunisation and Certification cards for Travellers.

  • We shall periodically provide Health Information on public health issues affecting life and living to improve health.
  • We shall provide periodic, timely and up-to date public  information on disease outbreaks and  provide information on preventive measures to protect yourself through the television and print media, posters and radio jingles
  • All reported outbreaks shall be investigated within 24 hours of receipt.
  • Designated hotlines will be provided throughout the period of the outbreak to attend to requests for information or guidance
  • We shall provide Indoor Residual Spraying (IRS) twice yearly. Local Government that need IRS is identified through research.
  • We shall provide other malaria prevention services to both adults and children in the state.
  • We shall carry out distribution of Long Lasting Insecticide Treated Nets (LLITN) through PHCs yearly subject to availability of nets.
  • We shall provide yellow fever immunization and certification cards within 2 week of request subject to availability of vaccines.
Family Health Services
IMNCH

School Health Programme.

Immunisation

In conjunction with the national initiative towards the reduction of maternal and child mortalities, we shall:

  • Conduct Maternal, Newborn Child Health Week twice a year (May and November) at all PHCs in the state targeted towards children 0-59 months, pregnant women and care givers.

During the week we shall provide:

  • Routine Immunisation – Oral Polio, Vitamin A
  • Antenatal Care
  • Provide malnutrition screening
  • HIV Counselling and Testing Services
  • We shall visit selected schools six (6) LGAs per term to provide free Eye, ENT, Dental screening services, treatment for minor ailments, deworming exercise, health education, oral, personal hygiene, mental health and environmental sanitation.
  • Twice yearly conduct NIPDs in all LGAs.

 

Occupational Health & Staff Clinic
Conduct health Inspection of factories and public facilities to ensure compliance to safety regulations including food safety

Provide outpatient primary healthcare services within official working hours to the public servants  employed within Alausa

Promotion of sanitation with the removal of corpses from the public roads and highways.

  • We shall provide consultation, pre-employment screening, laboratory services and treatment within the working hours between 9am to 4pm to public servants
  • Your privacy and confidentiality will be respected
  • You shall be attended by a doctor within 15 minutes of your arrival.
  • We shall inspect 10 facilities per week to enforce compliance to Lagos State Safety Commission Laws and the Construction and Allied Workers Laws.
  • No Corpse will be left on the road for longer than 6 hours
  • 24 hour Dedicated lines shall be provided to report corpses sighted on the roads
  • Corpses will be removed from the roads within 1 hour of report

 

Lagos State Ambulance Services (LASAMBUS)
 

Stabilisation of Road Traffic Accident (RTA) and disaster victims.

Treatment of minor injuries of RTA and disaster victims on scene of accident.

Professional transportation of RTA victims and other to hospitals.

Medical coverage of public/social events.

Manning of the 15 designated Ambulance Points within Lagos State.

  • There shall be ambulance services provided for public servants requiring medical attention beyond the limitations of the Staff Clinic.
  • We operate from two bases- LASUTH, IKEJA and LAGOS ISLAND GENERAL HOSPITALS.
  • We will provide 24 hours pre- hospital medical care on daily bases, public holidays and weekends inclusive.
  • Response time to scene of accident will be between 30 minutes to 1hour on receipt of call. However delay may occur as a result of traffic jam.
  • Give free emergency medical care for first 24 hours.
  • Members of the public can reach us through SMS through toll free call on 767-112. Also through the commissioner, special Adviser and permanent Secretary.
  • We shall ensure the availability of appropriately manned ambulance units between 8am to 5pm daily at all designated points.
Directorate of Medical, Administration, Training and Program
 

Review and Processing of Requests for Medical Assistance in the State’s Secondary and Tertiary Institutions

Review and Processing of Requests for Financial Assistance for overseas medical assistance.

Review and Processing of Requests by Public Servants for Reimbursement of Funds expended on healthcare

Conduct of Continuous Medical Education Sessions.

Anchor and facilitate the provision of health care services at Medical Missions

Anchor and facilitate the provision of surgeries and/or prostheses through the Limb and Deformity Programme following screening exercises.

Anchor and facilitate the provision of surgery for needy infants with cleft lip and/or palate conditions through the Operation Smile Programme

 

Coordinate the Free Health Services Programme for Lagos State Public Servants

 

  • All requests for processing will be acknowledged within 48 hours
  • Processing of Requests for reimbursements within the Honourable Commissioner’s approval limit will be completed within 1 week upon presentation of Medical Report and Funds expended.
  • All other types of request here-stated as well as reimbursements outside of the Honourable Commissioner’s approval limit will be forwarded to the appropriate quarters outside the Ministry for consideration and Approval within 1 week (i.e. Ministry of Economic Planning and Budget and His Excellency’s Office)
  • For applicants requesting assistance for overseas medical treatment, they will compulsorily be referred to the Lagos State University Teaching Hospital (LASUTH) within 1 week for convening of a Medical Board to assess and recommend as applicable in line with the request being made
  • There shall be quarterly Continuous Medical Education Seminars/Workshops for Lagos State Health Workers to for improvement of knowledge and skills for Lagos State Health Workers.
  • We shall carry out quarterly medical missions at a different Local Government each time where we will provide:
  • Primary Health Care Services
  • Eye, Dental, Hypertension and Diabetes Screening services
  • Minor surgeries for surgical and Obstetric and Gynaecological Cases
  • Side-Laboratory Services
  • Provision of Drugs for uncomplicated ailments
  • Distribution of Long-Lasting Insecticide Nets
  • Distribution of Information Leaflets
  • The free surgery sessions for the cleft-lip program and limb deformity program will be held on a quarterly basis after a preceding free screening exercise for the public to determine their suitability for surgery.
  • Provide introductory letter to the selected public Secondary Healthcare Facility to facilitate access to free healthcare services within 1 week of request
Health Facilities Accreditation and Management Agency (HEFAMAA).
Re-accreditation and renewal of licences for medical and paramedical facilities in the State.

Inspection and Accreditation of new medical and paramedical facilities in the state.

Monitoring and Regulation of Medical and Paramedical Facilities in Lagos State to ensure adherence to Lagos State defined standards.

Review, Investigation and Response to Complaints received from the general public on healthcare facilities (public and private)

  • We shall ensure complete processing and issuance of renewed licences for medical and paramedical facilities within 4 months of application.
  • Accreditation of new medical and paramedical facilities will be provided within 45 days following application.
  • We shall inspect and assess 40 health facilities per division per week to ensure compliance to Lagos State guidelines for healthcare service facilities
  • Members of the Public with complaints will be attended to within 30 minute of arrival
  • Any formal complaint will be acknowledged within 24 hours
  • A feedback on the preliminary investigation will be provided within 72 hours

 

Special Needs Provisions:

Our customers with special needs e.g. the elderly, physically challenged, pregnant women and children will be duly assisted to effectively and efficiently access our services.

Customers Responsibilities/Obligations

1.             All Customers seeking to obtain a Certified True Copy of the Registration of Birth are required to come along with the following documents:

  • A copy of the registration of birth/birth certificate in question.
  • A letter from the Institution requesting for the CTC and stating its purpose
  • A formally signed request letter by the applicant

2.         Householders whose houses will be sprayed under the State Malaria Prevention Indoor Residual Spraying Initiative will be expected to:

  • Cover all household items
  • Remove all edibles including water from the house
  • Wait for 2 hours after spraying before entering the house.
  • Sweep the house thoroughly before settling in

3.         Customers who participated in the free cancers screening exercises and are referred to designated referral centres for follow-up are expected to do so to ensure their utmost benefit from the exercise.

4.         To ensure we serve you better, any corpse or accident sighted or witnessed should be reported through the designated telephone numbers or to the nearest health facility or hospital.

5.         Members of the Public seeking Financial Assistance should please ensure they come along with the following documents:

  • A formal letter of request
  • Medical Report of referring Local Doctor
  • Letter from Hospital abroad indicating acceptance of the patient as well as detailed costing of treatment to be provided
  • Evidence of ownership/processing of a passport

They would also be expected to attend the Medical Board Screening upon referral in the Lagos State University Teaching Hospital (LASUTH) with regards to their request.

6.         Public servants seeking reimbursement for medical expenses would be expected to provide:

  • A formal letter of request
  • Identification card/ Letter of Appointment
  • Most recent payslip
  • Receipts of Expenses
  • Medical Report from attending Doctor

7.         Public Servants seeking to access free health services should provide:

  • Letter of introduction from the MDA where they work
  • Recent payslip
  • ID Card for sighting
  • Photocopy of ID Card

8.         Health Professionals in the Private Sector seeking accreditation for a new medical/paramedical facility will be expected to provide:

  • Formal letter of request to include type of facility and services to be provided within
  • Evidence of ownership and registration of the business concern
  • Drawings and Photographs of the facility
  • CVs and Certificates of all newly-recruited employees
  • Details of its Management Team

9.         Health Practitioners seeking reaccreditation and renewal of licence for their operating medical/paramedical facilities should provide:

  • Evidence of monthly and timely rendition of National Health Management Information Systems (NHMIS) Data for the past 1 year duly signed and stamped by Medical Officer of Health of the Local Government Area where facility is located
  • Current Licence Issued
  • Registration of the hospital
  • Certificates of all the facilities employed Staff

Monitoring and Reporting:

The Service Delivery Unit of the Ministry is charged with the responsibility of monitoring performance against standards set in this charter. We shall endavour to empower them with needed resources to carry out periodic monitoring and evaluation and advice management on service improvement priorities.

Stakeholders’ Participation

The Ministry will evolve potent mechanisms to ensure that the stakeholders’ inputs are regularly captured for inclusion in the charter. Reports of the periodic monitoring of service delivery by SDU staff will form the core of input during charter reviews. Through various customer surveys and interactive activity we have been able to ensure that the expectations of our customers and clients are captured in this charter.

Charter Review

Our charter will be reviewed every two years capturing completely the input of our stake holders.

Complaints / redress mechanism

The Ministry of Health will try to resolve client complaints as far as possible at the area where the customer received whichever service, advice or had reason to question the service given.

Complaints should where possible be lodged by the client or authorised representative(s) at the time of service dissatisfaction allowing immediate attention to the issue.  If it is not possible a complaint can be lodged either verbally or in writing at a later time  via the Ministry customer care officers located at the Office of Transformation, block 21, Alausa Secretariat. Key complaints officers are:

  • Dr. Zamba Mrs.
  • Adenike Glenn.

Both are of the SDU office.

If you are not satisfied with the redress offered, you may complain to the Hon. Commissioner and Permanent Secretary on the 5th and 4th floors Ministry of Health Alausa.

Complaints in writing will be acknowledged within 5 days. When delay occurs as a result of investigation, customers will be kept updated through the process.

Where to find us

The Lagos State Ministry of Health has its offices located on the 3rd to 6th floors of Block 4 in The Lagos State Secretariat, Alausa.

For Additional Information visit our website at: lsmoh.com

Our Officials/Staff

We have a team of competent and friendly health professionals to attend to provide our services.

Our staffs are easily identified by Identification tags boldly display on them.

This first edition of the Lagos State Ministry of Health’s Service Charter was developed with support from DFID Funded SPARC and the Governor’s Office, Office of Transformation. The charter will be reviewed yearly to ensure our effective and efficient service. 

The Commissioner

Lagos State Ministry of Health

May, 2012.

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