PART 1

NORMS AND STANDARDS FOR HEALTH CLINICS

BATHO PELE -- PEOPLE FIRST

INTRODUCTION

Access to decent public services is the rightful expectation of all citizens especially those previously disadvantaged. Communities are encouraged to participate in planning services to improve and optimize service delivery for the benefit of the people who come first.

STANDARDS
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All communities will know from displayed posters about the eight principles of Batho Pele, which are:

CONSULTATION
Communities will be consulted about the level and quality of public services they receive and where possible will be given a choice about the services offered.

SERVICE STANDARDS
Citizens would know the level and quality of public service they are to receive and know what to expect

ACCESS
All citizens have equal access to the services to which they are entitled

COURTESY
Citizens should be treated with courtesy and consideration.

INFORMATION
Citizens should be given full accurate information about the public service they are entitled to receive.

OPENNESS and TRANSPARENCY
Citizens should be told how national and provisional departments are run, how much they cost and who is in charge.

REDRESS
If the promised standard of service is not delivered they should be offered an apology, an explanation and an effective remedy, when complaints are made, citizens should receive a sympathetic positive response.

VALUE FOR MONEY
Public services should be provided economically and efficiently in order to give citizens and communities the best possible value for money.

Implications for health staff

In line with these principles the local health services for a community will provide:

  • services with a high standard of professional ethics

  • a missions statement for service delivery

  • services which are measured with performance indicators displayed, so community can understand the level of achievement

  • services which are in partnership with or complement other sectors e.g. the private sector and non-government organizations and community based organizations

  • services which are customer friendly and confidential

  • opportunities for community consultation

  • types of outreach which can reach to all communities and to families in greatest need

  • easily accessible and effective ways of dealing with complaints or suggestions for improvement

  • current information on services available and hours of service, staff changes of movements and extra activities such as health days.

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