Our Service Standards:

Our Service Standards show how we serve our clients and the level of services they can expect from us.

SN Service Standard Description Level of Service
1. Quality of Service Implementing Primary Health Care policies that meet World Health Organization (WHO) / National standards to achieve the health status for the people in Kaduna State. a)   Comply with State/ National / WHO health policies and regulations.

b) Use of appropriate facilities and equipment.

c) All facilities shall be  kept clean for use and for the happiness and pleasure of our clients
2. Fairness Provide equal access to clients without discrimination Attend to clients on first-come-first-served basis, except on emergencies.
3. Client care Courtesy and respect for our clients, pay  full attention to our clients a)  Attend to clients with decorum in a friendly atmosphere.

b) All staff shall wear uniform and name tags for easy identification
4. Speed of service Timeliness in attending to our various clients. Attend to clients within 30 minutes of arrival in the facility.
Timeliness in treating clients’ files and mails for management action. Treat clients’ files and mails within 48 hours.
5. Privacy Confidentiality of client’s information and records. No divulging of clients’ information except with consent
6 Information Providing helpful and relevant information to our clients within the limits of ethical standards. a) Give prompt information to clients about the most relevant and appropriate department to handle their information needs.

b) All service windows, locations and offices shall be easily identifiable through clear signs and direction marks/arrows
Providing timely information to clients within the limits of ethical standards. Give feedback to clients within 48 hours of receipt of requests, complaints etc.

Our Clients’ Obligations:

In order to deliver services that meet the yearnings and aspirations of you our clients, you can help us meet our standards by:

  1. Providing your complaints and suggestions to us in writing or any means that is convenient for you
  2. Giving sufficient and accurate information for us to understand your complaint / recommendation / suggestion and be able to respond appropriately
  3. Recognizing that we have limited resources, a wide range of clients and agreed priorities with government
  4. Treating our staff courteously and with dignity
  5. Providing feedback and comments on the services we provide.
  6. Providing timely and accurate information on your health conditions to the relevant service providers
  7. Not seeking for preferential treatment nor inducing health workers in anyway

 

  1. Following established protocols and procedures 

 

  1. Obtaining official receipts for all payments made

 

  1. Responding to requests for information in a precise, accurate, thorough and timely manner.

 

  1. All clients are eligible to receive services appropriate to their needs.