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 public health system by the State Ministry of Health. This service charter which has been carefully developed with support and collaboration from the State Office of Transformation, Governor’s Office through its development partner, DFID funded SPARC, is intended to raise the standard of health care by empowering clients and patients to responsibly demand quality health care from government facilities.
The Lagos State Ministry of Health service charter will facilitate patients’ awareness of their rights and responsibilities that have been lacking in the State Health system. In addition, it will motivate the people of Lagos State 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.
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 on the background that the capacity of Lagosians to demand their health rights is limited 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 initiation 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 contribute to the development of the overall health care system. It implementation will enhance community participation as individuals take responsibility for their health.
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 Stakeholders Group
- 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 Organizations – Pharmaceutical, Medical Equipment, Training, etc.
- Health related Professional Bodies
- Faith-based Organizations 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 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 qualiï¬Âed health providers
- The right to accurate information on health issues
- The right to timely service i.e. service without delay
- The right of choice of health providers/ services
- The right to protection from harm or injury
- The right to privacy and conï¬Âdentiality
- 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
- Innovativeness
- Timeliness
Our Service Pledge
Customers / clients 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 holidays.
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:
Services Standards
| Accounts | |
| Process contractors’ approval for release of funds. Release of funds to beneficiaries of medical assistance |
Please refer to customers’ responsibilities and obligation for documents needed for processing of approvals. |
| Disease Control | |
| Hypertension and Diabetes Outreach Screening Services. Breast, Cervical and Prostate cancers Screening and Referral Services. Primary Healthcare Services for hard- to- reach Communities Health Promotion / Education Epidemiology (Disease Surveillance) Issue International Certificates of Vaccination. Malaria Preventive Services through Indoor Residual Spraying | We carry out these screening programs in at least three (3) Local Government Areas (LGAs) and their allied Local Council Development Areas (LCDAs) annually. Before commencement of the program, we will:
In collaboration with selected LGAs’ health teams, we will provide free primary healthcare services on a quarterly basis to at least four (4) LGAs/LCDAs with hard-to-reach/rural communities with or without an ambulance boat. Free health services to be provided include:
For telephone numbers to report disease outbreak, please refer to customers’ responsibilities and obligations.
For fees, please refer to customers’ responsibilities and obligations.
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| Environmental Health | |
| Removal of corpses from the public roads, disaster spots, and General hospitals in the State. Evacuate / execute mass burial of abandoned corpses in all mortuaries in the State. Fumigate mortuaries and disaster spots. Investigate Public Health Complaints. |
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| Family Health and Nutrition | |
| Integrated Maternal Child Health (IMCH). School Health Programme. Immunization Reproductive Health Nutrition services | In conjunction with the national initiative towards the achievement of Millennium Development Goals of nos. 4 & 5 – reduction of maternal and child mortalities, we shall:
During the week we shall provide:
We shall train health workers malnutrition screening. We shall coordinate the distribution of Vitamin A Supplementation Commodities in the State. |
| Finance and Administration | |
| Coordinate all administrative matters of the Ministry.
Coordinate all Establishment matters
Coordinate Personnel matters.
Coordinate all finance matters in the Ministry
Coordinate Training Schedules.
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| Healthcare Planning, Research and Statistics | |
| Issue Certified True Copy (CTC) of birth certificates for immigration, education and legal purposes. Review proposals from Organizations/Individuals | When you visit the Health Management Information Systems Unit in Room 611 on the 6th floor of the Ministry of Health, we will:
Please note that Certified True Copy of births and deaths in Lagos State from 1894 – 1978 are available in the Ministry. Copies of same from 1979-1999 are available in the Local Government area where the births or deaths were registered. However, birth attestations, certified true copies of births and registration of births from 1999 are under the purview of National Population Commission. For fees and documents to obtain CTC, please refer to customers’ responsibilities and obligations.
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| Health Facilities Monitoring and Accreditation Agency (HEFAMAA). | |
| Inspect and Accredit new medical and paramedical facilities in the state. Monitor and Regulate Medical and Paramedical facilities in the State to ensure adherence to Lagos State defined standards. Re-accredit and renew licenses for medical and paramedical facilities in the State. Investigate and respond to complaints received from the general public on public and private healthcare facilities in the State. |
There are six (6) teams and each team visits forty (40) facilities weekly.
A feedback on the preliminary investigation will be provided within 72 hours. |
| Lagos State Ambulance Services (LASAMBUS) | |
| Pre- Hospital Emergency Care Treatment of minor injuries of RTA and disaster victims on scene of accident. Stabilize Road Traffic Accident (RTA) and disaster victims. Professional transportation of RTA victims and other to hospitals. Man the 15 designated Ambulance Points within the State. Medical coverage of public/social events. |
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| Medical Administration, Training & Special Programs | |
| Review and Process requests for medical assistance in the State’s secondary and tertiary hospitals. Review and Process requests for financial assistance for overseas medical treatment. Review and Process requests by Public Servants for Reimbursement of funds expended on healthcare Coordinate the Free Health Services Programme for Lagos State Public Servants Conduct Continuous Medical Education Sessions. Blindness Prevention Program Services
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ü Primary Health Care Services ü Eye, Dental, Hypertension and Diabetes Screening services ü Minor surgeries for surgical and Obstetric and Gynaecological Cases ü Side-Laboratory Services ü Provision of Drugs for uncomplicated ailments ü Distribution of Long-Lasting Insecticide Nets ü Distribution of Information Leaflets
ü Eye screening ü Eye examination ü Refraction ü Provision of eye drugs; subject to availability. ü Provision of reading glasses. ü Prescription special order lenses ü Health Education/counseling on care of the eye.
Names of students who need eye screening / treatment are compiled by trained teachers for this purpose in the schools. This is carried out five (5) times in a year to cover the Five (5) zones in the State. |
| Nursing Services | |
| Administration of Nursing schools Monitor and evaluate nursing profession in the State through research
Recruit students into nursing schools Conduct Inspection of clinical settings |
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| Occupational Health | |
| Conduct workplace inspection in factories and industries and regulated premises to ensure compliance to Health, Safety & Welfare guidelines. Investigate public complaints on occupational health |
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| Pharmaceutical Services | |
| Inspect, register and license drug retail outlets, Pharmacists as well as Shops for Patent and Proprietary Medicine Vendors.
Monitor drug distribution channels. Conduct training programmes for licensed patent and proprietary vendors on guidelines on the Operation of Patent and proprietary Medicine operators. Coordinate Drug Analysis and Quality Assurance |
Only premises that meet the set standards by the pharmaceutical Council of Nigeria will be recommended for registration and licensing.
For registration and inspection fees, please refer to customers’ responsibilities and obligations below.
Lagos State is divided into seven (7) zones of operation by the Association of Community Pharmacists of Nigeria.
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| Staff clinic | |
| Outpatient Primary Health Care Services Free Medical Screening exercise Pre-employment screening, laboratory services and treatment. |
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Quality of Our Service
Customers and visitors to the Lagos State Ministry of Health will be 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.
Special Needs Provisions
The Lagos State Ministry of Health has a lift for the use of our customers with special needs, e.g. the elderly, physically challenged, children and pregnant women.
Medical emergency services with stand-by ambulances are available for customers within our Alausa secretariat premises during working hours.
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 provide the following documents:
- A copy of the registration of birth/birth certificate in question.
- A letter from the Institution requesting the CTC and stating its purpose
OR
- A formally signed request letter by the applicant
- Birth – N2,000
- Death – N4,000
- Non- Native – N4,000
- Verification of CTC N5,000
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.
- Mop the floor of 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 provide 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 pay slip
- 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 pay slip
- 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
- Evidence of ownership and registration of the business concerned
- Drawings and Photographs of the facility
- CVs and Certificates of all newly-recruited employees
- Details of its Management Team
- Fees for accreditation are as follows:
- Special Hospitals – N50,000, other medical facilities N25,000
- Laboratories N25,000
- Diagnostic centres N50,000
9. Health Practitioners seeking re-accreditation and renewal of license 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 License Issued
- Registration of the hospital
- Certificates of all the facilities employed staff
- Fees for renewal are as follows:
- Special Hospitals N25,000, others N20,000
- Other hospitals with over 20 beds N50,000
- Clinics with 2 beds N10,000
- Maternity homes N10,000
- Convalescent homes N10,000
- Laboratories N10,000
- Diagnostics N25,000
- Forms N11,000
10. An individual or organization who intends to register a pharmaceutical premise must fulfill the following:
- Must be a licensed pharmacist
- Register the organization with the Corporate Affairs Commission
- A superintendent pharmacist is required to register wholesale, distribution and importation pharmaceutical premises
- A premise of 30m2 will be registered for retail outlets while 50m2 will be register for wholesales outlets.
- Fees for pharmacist registration and licensing are as follows:
- 40 years and above post registration free
- 15 – 39 years post registration N3000
- 10 – 14 below post registration N2000
- 9 years and below post registration N1000
- Resident abroad - $100/equivalent
11. A public servant who intends to access the free health services in the State public hospitals must provide:
- Official ID card
- Recent pay slip
12. To report disease outbreak, please call or send SMS to:
State Epidemiologist: 0802-322-8573.
Director, Disease Control: 0802-230-44194.
13. Vaccination fee is N500. It is subject to review.
14. Documents needed to process approval for release of funds are:
- Original copy of Governor’s Approval
- Original letter of award from State Tender’s Board (STB)
- Tax clearance certificate (TCC)/Lagos State Internal Revenue Service Clearance
- Certificate of Incorporation
- Bank Guarantee/Bond for advance payment
- Receipt for payment of administration fee
- Receipt for payment of agreement fee
- Registration as a contractor with State Tender Board (STB)
Monitoring and Reporting
The Service Delivery Unit of the Lagos State Ministry of Health is charged with the responsibility of monitoring and reporting performance against standards set in this charter. The Service Delivery Unit is empowered by the Office of Transformation, Governor’s office to carry out periodic monitoring, evaluation and advice management on service improvement priorities.
This report will be published on the Ministry’s website on a quarterly basis.
Charter Review
This first edition of the Lagos State Ministry of Health’s Service Charter was developed with support from DFID Funded SPARC and the Office of Transformation, Governor’s Office. Our charter will be reviewed every year capturing completely the input of our stakeholders to ensure effective and efficient service.
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 the Service Delivery Unit (SDU) staff will form the core 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.
Existing Limitations
The Ministry is situated on the 3rd to 6th floors of Block 4 which it shares with another Ministry. Customers are required to utilize the lift or staircase to access our offices and services.
Implementation of our public health programs as and when scheduled is subject to availability of funds.
Complaints / Redress Mechanism
The Ministry of Health will try to resolve client complaints as far as possible at the area where the customer received service, advice or had reason to question the service / advice given.
Complaints should where possible be lodged by the client or authorized representative(s). Complaints can be lodged through the following means:
- Pick up a Customer Complaints Form at the Ministry’s Front Desk.
- Call or send SMS to Service Window Liaison Officers telephone numbers as provided at the Service window.
- E-mail to [email protected]:
- Office of Transformation, Governor’s Office, block 21, Alausa Secretariat.
- Key complaints officers:
- Dr. Emmannuela Zamba – Service Delivery Director
Telephone no. 08033001731 - Mrs. Adenike Glenn – Service Improvement Officer
Telephone no. 08166997925
- Dr. Emmannuela Zamba – Service Delivery Director
If you are not satisfied with the redress offered, you may lodge your complaint to the Hon. Commissioner (Health) and Permanent Secretary (Health) on the 5th and 4th floors, Ministry of Health, Alausa Secretariat.
Complaints in writing through this means will be acknowledged within 5 working days. When delay occurs as a result of investigation, customers will be kept updated on the process through provided contacts.
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, Ikeja. For Additional information, please visit our website at: lsmoh.com
Our Officials/Staff
We have a team of competent and friendly health professionals to provide our services.
Our staffs are easily identified by identification tags boldly display on them.
Our Service Delivery Officers are easily identified by wearing of tie and scarf in Lagos State colours.
The Commissioner
Lagos State Ministry of Health
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