1. INTRODUCTION

This Service Delivery Charter (SDC) is a demonstration of commitment and reflection of the Ministry of Health’s desire to inform and educate the citizenry regarding services that are provided to clients/patients, and the citizens as a whole. The charter describes and outlines Essential Package of Health Services and standards of service delivery in the health system and other relevant services other than health that the MOH provides.

The Charter details the priority services that the MOH provides and the various levels at which these services are provided. Health services are provided at three levels in the country. These levels are primary which includes community, clinics, and health centers. The secondary level includes service provided at county hospitals and the Tertiary level includes services provided by major referral hospitals in the country.  This charter presents clearly and in a detailed model the kind of services that clients/patients should expect at each level stated above so that the clients/patients access and utilize the services based on their health needs.

The charter explains procedures for feedback on service provision for redress and appropriate adjustment in service provision and staff interaction with their clients/patients as well as grievance mechanisms for those who are not satisfied with services offered or provided to them. The charter also intended to increase information available to clients/patients of MoH and set standards for transparency, accountability and responsibility in public health services. The charter is to facilitate and guide MOH Clients to access services in an organized and expeditious manner at the proper level of service to avoid tremendous time wasting and delays in service delivery processes. 

In line with its policy and plan to provide services that are responsive to the needs of the citizens, the MOH commits to informing the citizens about services that are available for them and what their rights and obligations are in accessing these services. The MOH remains committed to providing service to the Liberian people with quality and in an equitable manner towards the attainment of universal health coverage.

• To educate and conscientize the Liberian citizenry on the kind and type of services that the Ministry of Health provides in line with its statutory mandates.
• To clarify and explain to our clients about the services that they should expect to receive at each level of the health system
• To sensitize the citizens who are our clients on their rights and responsibility when seeking services at the health facilities
• To outline the rights, responsibilities and limitations of our service providers
• To explain to our clients how they can make suggestions or file complaints where needed about our service delivery and attitude of our service providers.
• To build friendly relationships between our clients and service providers during their interaction with one another during service provision at the health facilities

1.2 General Objectives
To provide clear service commitments that enhance good relationship and interactions between MOH service providers and their clients/Patients at all public facilities at all levels of the health system toward the attainment of Universal health coverage and health security particularly for the vulnerable.

1.2.1 Specific Objectives

• To promote a culture of quality standards of health services and responsiveness, ensuring public services are safe and delivered effectively and efficiently.
• To Establish a pathway of guidance and awareness to patients/clients and enable them seek health at the appropriate level of the health system based on their medical conditions and health needs without wasting time
• Increase access to quality health services at all public facilities for the improvement of the health and satisfaction of the Liberian people
• Empower our clients/Patient and acquaint them with their rights and responsibilities when seeking health at public facilities
• To improve access to and utilization of quality essential services provided by the MOH at all levels of care to all persons, regardless of gender or social status through

2. WHO WE ARE?

The Ministry of Health is the government entity established by law as amended in 2015, approved 2016 and published in 2017 known by Law as the Ministry of Health or the Ministry. It is responsible for the formulation, implementation, monitoring and evaluation of health policy, plan and standards. It coordinates the delivery of decentralized medical care in public health facilities, issues birth, Vaccines and death certificate at central Office, County Health team and at select service Centers. The MOH develops health manpower, undertake preventive and promote health services including specific health interventions. Some key functions of the Ministry include but not limited to the following:

• Maintain national health management information system which includes data relating to birth, death and burial
• Conduct health related research
• Provide medical services and treatment through public health facilities and deliver health promotion services.
• Deliver preventive service and promote family, environmental and occupational health services
• Coordinate with health care institutions and stakeholders and donor community to support health care intervention in the country

2.1 Structural Organization of the Ministry of Health and summary of function
The Ministry is structurally organized with the inclusion of:

1. The Office of the Minister,
2. Department of Policy, Planning and M&E
3. Department of Health service
4. Department of Administration

The office of the Minister is responsible for oversight in the execution of the core functions and responsibilities of the MOH with the assistance of the three departments listed above and each headed by a deputy minister.

2.1.1. The Department of Policy, Planning and M&E

This department is responsible for the following but not limited to

1. Prepare and coordinate the preparation of sector policies and plans
2. Adapt national planning guidelines and issues sector polices and plans
3. Coordinate sector M&E plan implementation among others among others.

2.1.2. Department of Administration

1. Is responsible for administering the Ministry’s financial management system including budgeting, petty cash management, financial accounting and reporting and carry out internal and external audits ensuring that they are consistent with the public financial management
2. Administer HR management and procure goods and services
3. Manages general service, performs duties assigned by the Minister from time to time among others

Is responsible for formulating program policies and promote implementation of public health

1. Work in close collaboration with the Director General of National Public Health Institute NPHIL
2. Coordinate the development of Nation standards, guidelines and plan for implementation of programmatic activities and public health interventions
3. Ensure the development and periodic revision of national policy, treatment guidelines and standard related to pharmaceutical supplies and service
4. Provide effective supervision over counties health services
5. Ensure provision of quality curative and rehabilitation of health care service through accessible and quality medical and services and adequate and viable pharmaceutical product and laboratory services are accessible, promote collative and mutually beneficial coordination with complementary medicines services among others

The goal of this charter in line with the MOH Policy is to improve the health and wellbeing of all people in Liberia through the incremental delivery of the EHPS II, starting with the priority package for UHC based on available resources

2.3. Mission