Service Committment Charter : 2015/2016 - Department of …

1 Health Department : Health PROVINCE OF KWAZULU-NATAL "Together we move South Africa forward" FIGHTING DISEASE, FIGHTING POVERTY, GIVING HOPE TABLE OF CONTENTS ord by the MEC for Health Forew Mess Back Who OurS OurH Who OurC Maki Conta Conta Conta Conta Conta Repo age from the Head of Department ground we are, Vision, Mission, Core Values, Where to find us ervices ealth Facilities, How we are structured are our customers, Our Services and their benefits onsultation Processes ng Bathe Pele a reality -11 Principles ( Service Standards) ct Details of Senior Management ct Details for District Managers ct Details for Ombudsperson ct Details for Provincial Health Operations Centre ct details if Ambulance is needed rting of Fraud and Corruption hotline DEPARTIIENT OF HfAllll: KWAZULU NATALIEIIICE CO CHAIInl ~011>/18 01 Page -2 3 4 5 6 7 8 9 10 -14 15 -16 17 18 18 18 18 FOREWORD BY THE MEC FOR HEALTH, DR S M DHLOMO This Service Commitment Charter serves as a testimony of our re-affirmation of our commitment to Service the health needs of our communities.

2 We have come a long way since the dawn of democracy and we are steadfast in our belief that our efforts to provide accessible, relevant, quality of health care have been realised to a greater extent. We have faced many challenges however we have learnt from those experiences and have forged ahead to improve our services and Service delivery mechanisms. As the MEG for Health, KwaZulu-Natal, I fully embrace the commitments being made in this Service Commitment Charter and am certain that the standards set therein will serve as a reminder to all the employees in the Department of Health, to serve with passion and dedication so that the goals and objectives of the Department are achieved. I appeal to all our clients, partners and staff in the Department , to engage with the Service Commitment Charter and ensure that the commitments made are internalized and implemented in the best interests of the communities we serve and in so doing help us to realize a long and healthy life for all citizens.

3 DrS M Dhlomo MEC for Health: KwaZulu-Natal 2 Uio -az-1 6 Date Department OF HEALTH: KWAZULU-NATAL Service COMMITMENT Charter 2015 /16 02 MESSAGE FROM DRS T MTSHALI, HEAD OF Department AND ACCOUNTING OFFICER The Department of Health, KwaZulu-Natal commits itself to this Service Commitment Charter , the Provincial Citizens' Charter , the Patients' Rights Charter and the Batho Pele Principles. The commitments in the Charter serve as a testimony to our Vision, Mission and Core Values. We are fully aware of the needs of our clients and strive to improve our services on an ongoing basis. Our aim is to reduce the burden of disease and to ensure a healthy population in the Province and the country as a whole. It is the responsibility of each and every employee in the Department of Health to familiarize themselves with the Charter and implement the commitments made in their day-to-day activities. The details of our institutions and our management are an indication of dealing with all stakeholders in health in an open and transparent manner.

4 For the convenience of all stakeholders and patients, we have included a directory of our health facilities, in order to assist clients with the location of health care facilities and to improve access. As Accounting Officer and Head of Department , I fully support this Service Commitment Charter . Date c Department OF HEALTH: KWAZULU-NATAL Service COMMITMENT Charter 2015 /16 03 BACKGROUND The Constitution of the Republic of South Africa (Act No 108 of 1996) gives the Department of Health, KwaZulu-Natal its mandate to render health services to the citizens of the Province of KwaZulu-Natal. This Service Commitment Charter is also aligned to the Service delivery commitments made in the KwaZulu-Natal Provincial Citizen's Charter and the following policy imperatives: National Development Plan 2030 Provincial Growth and Development Strategy & Plan The National Department of Health 10-Point Plan The National Core Standards The Negotiated Service Delivery Agreements The National Health Insurance strategies Primary Health Care Re-Engineering Strategy The Strategic goals of tha Deparlmant for 2015 -2019 are.

5 Strengthen health system effectiveness Reduce and manage the burden of disease Universal health coverage Strengthen human resources for health Improved quality of care Our Departmental Service Commitment Charter aims to inform our citizens of our commitment to Service their needs in the best possible manner, by providing comprehensive, quality and compassionate health care. This Charter sets out the key services of our Department in a collective manner, whilst embracing basic Human Rights, the Patients' Rights Charter , the KwaZulu-Natal Citizens' Charter and the principles of Batho Pele. DEPARTIIEH OF HEAL'Ill: KWAZULU-NATAL IEIIICE COIIIIIIIIEMI CHAIIIU fD11i/ll 04 WHO WEARE We are the Department of Health in the Province of KwaZulu-Natal OUR VISION Optimal health status for all persons in KwaZulu-Natal OUR MISSION To develop and implement a sustainable, co-ordinated, integrated and comprehensive health system at all levels, based on the Primary Health Care approach through the District Health System, to ensure universal access to health care OUR CORE VALUES In carrying out its mission, the Department of Health subscribes to the undermentioned core values: Trustworthiness, honesty and integrity; Open communication, transparency and consultation.

6 Professionalism, accountability and commitment to excellence Loyalty and compassion Continuous learning, amenable to change and innovation WHERE TO FIND US Our Head Office is located in the Natalia Building, 330 Langalibalele Street, Pietermaritzburg. " -- -~ OUR SERVICES We provide comprehensive packages of health care which can be accessed at our Primary Health Care clinics, Community Health Centres, District, Regional, Tertiary and Central hospitals, Specialised hospitals, Mobile Clinics and step-down facilities. We also provide Emergency Medical Services, which includes emergency medical (ambulance) services and patient transport services, the last mentioned for the transfer of patients between institutions. Our levels of care are described hereunder: 1st Laval of cara-Primary Health Cara (PHC) These services are provided through community based programmes, Primary Health Care clinics, Community Health Centres and District Hospitals.

7 Community based services include PHC outreach Teams that provide services at household level, Operation Sukuma Sakhe, District Specialist teams and mobile services. Citizens requiring health care must start by accessing services at this level of care. Should it be necessary for a client to be provided with health care at the next level of care, this will be done by referral to the next level of care, for example from a clinic to a hospital. There are also Village Posts that address all community based issues, including health issues, as part of Operation Sukuma Sakhe and these are also used as stopping points for the mobile services. To provide more health coverage, the Department also has school health teams that provide services to children in the school environment. 2nd Laval of cara-Regional Hospitals The Department has a total of 13 Regional hospitals. These hospitals provide general specialist care and treatment and are also a platform for training of health care workers.

8 You may be referred from the Primary Health Care clinic/Community Health Centre or directly from a District Hospital to a Regional Hospital. Specialised Tuberculosis and Specialised Psychiatric Hospitals provide services to patients who need specialised care. Referral to these hospitals can be from a PHC clinic, CHC, District or Regional hospitals. 3rd Level of care-Tertiary Hospitals Tertiary hospitals provide advanced specialist services that are not provided at lower levels of care. Referral to these hospitals is usually from Regional Hospitals or where there are no Regional hospitals, from District hospitals. 4th Level of Care-Central Hospitals This is the highest level of care and can be accessed at the lnkosi Albert Luthuli Central. Patients may be referred to this hospital from a Regional/Tertiary hospital. Note: For a lull directory ol health care facilities per District, clients are advised to consult the Department 's Health Facility Directory, available on our website: DEPARTIIEH OF HEAL'Ill: KWAZULU-NATAL IEIIICE COIIIIIIIIEMI CHAIIU fD11i/tl 06 OUR HEALTH FACILITIES We have the following health care facilities where you can access health care: 1 Central hospital 2 Tertiary hospitals 13 Regional hospitals 40 District hospitals 12 Specialised TB hospitals 6 Specialised Psychiatric hospitals 2 Chronic Care hospitals 19 Community Health Centres 644 Primary Health Care clinics 233 Mobile clinics HOW WE ARE STRUCTURED Our Head Office is situated at the Natalia Building, Pietermaritzburg and our management is structured as tallows.

9 Executive Support Services The MEC for Health is the Political Head of the Health portfolio in the Province and the Head of Department is the Administrative Head and Accounting Officer. The Senior Management team is responsible for providing strategic direction, guiding policy development and implementation, ensuring efficiencies in the utilisation of all resources linked to the provision of health services, and to ensure that the operational environment allows for the provision of health care that meets the health care standards set out in this Charter . District Management Teams are located in each of the 11 Districts (10 Districts+ 1 Metropolitan) and are responsible for the Service delivery operations in the Districts. DEPARTIIEH OF HEAL'Ill: KWAZULU-NATAL IEIIICE COIIIIIIIIEMI CHAIIU fD11i/tl 07 WHO ARE OUR CUSTOMERS The citizens of the Province are our primary customers. We also provide health care to citizens who are from the neighbouring provinces and from other countries within Africa and sometimes from abroad.

10 When patients visit our health facilities they will be Treated with respect and patient confidentiality will be maintained Assisted to the best of our ability Provided with the necessary care, treatment and support in line with individual health care needs Assisted with directions to the Department that the patient seeks Referred to the appropriate level of care according to their condition and needs OUR SERVICES AND THEIR BENEFITS Service PROVIDED BENEFITS TO CUSTOMERS Primary Health Care at clinics, Community Health Centres and Mobile Clinic Service points Hospital care at District, Regional, Tertiary and Central hospitals Emergency Medical Rescue Services including roadside/trauma care, ambulance services, rescue operations, patient transport services and disaster management Access to health services in all areas of the Province, both urban and rural, closest to where people reside. Affordable to attend the clinics, where the services are free.