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UNIVERSITY TEACHING HOSPITAL OF BUTARE (CHUB)
SOUTHERN PROVINCE/HUYE DISTRICT
Tel/Fax: + (250)252530545
E-mail: [email protected]
Web site: www.chub.org.rw
December, 2011
The present Citizen’s Charter reflects the service provided by CHUB to its
customers. Therefore, it contains different services, service standards,
service delivery methods and timelines, grievance mechanisms. This citizen’s
charter shows the following elements:
Vision and Mission statement of the CHUB which affirms its
commitment to deliver the services with: Integrity
Judiciousness
Courtesy Understanding
Objectivity and impartiality Transparency
Accountability Promptness
Efficiency and effectiveness. Details of services delivered by the CHUB:
Specification of services provided by CHUB, Clear identification of the department to be approached or
where specific services can be obtained. In this way citizens will know which office to approach and save time and
energy; Clear statement of the time it takes to deliver each service.
This provides citizens with useful information and will prevent
them from back and forth. Setting of service quality standard by specifying service
standards in term of timeliness, access, accuracy, reliability, affordability, responsiveness, fairness, sensitivity and
courtesy in service delivery; On the basis of this, citizens can expect improvement
Clear information about the required document and procedures to get a service in CHUB. For example, the
documents to be shown, the available forms to be filled in. Details of the ‘Citizens’, groups/end users or People who are eligible
for each service offered by CHUB Contact information of key officers in charge of these services
Complaint procedures or grievance redress mechanisms and how to access them
Feedback mechanisms for interaction with Citizens to continuously
improve services Information and dissemination for availability and visibility for
services.
This Citizen's Charter is a tool to increase the information available to
customers of CHUB and sets standards for transparency in public services.
It is expected that through Citizen’s Charter, CHUB's Clients will have faster
access to services, setting an end to tremendous time wasting and delays in
services delivery process.
Considering that its services have to be responsive to high expectations from
citizens, CHUB commits to inform them what services are available to them
and what their rights and obligations are in accessing these services.
Feedback mechanism
Realizing that CHUB cannot go this route alone, it thus invite the citizens to
keep a hawk’s eye on its employees, to be correct, realistic and
comprehensive in furnishing information to better meet their expectations
and root out all activities which negate service delivery improvement.
Indeed, for a better implementation of this Citizen’s Charter, CHUB expects
continuous interaction with citizens seeking its services. For this, CHUB has
developed the following instruments in order to actively obtain feedback
from its clients:
Citizens' feedback form available at each department; Suggestion box at entrance;
Open days/Accountability day Citizen panels, focus groups
Hot line services; Customer surveys
Grievance redresses mechanism or Complaints Systems in order to
offer customers an immediate channel for feedback mechanism regarding the service they received.
This Citizen’s Charter specifies also what actions will be taken when a service
is not delivered, as it should. Thus, CHUB encourages its clients to give their
feedback through the complaints mechanisms that are accessible,
approachable and open to all. It goes without saying that the CHUB takes
these complaints seriously and adopts prompt and proper action in a timely
manner (fashion). Ideally, a time frame for dealing with these grievances
and redresses has been set. The CHUB is willing to share a more systematic
review of the grievances with its clients. The key following elements will be
considered during the implementation process of this Citizen's Charter:
Establish regularly the channels through which users can log grievances. Potential channels include a website, text messaging, and
customer surveys at the point of service delivery, complaints boxes, mail, and phone.
Assign grievance redress responsibilities within the CHUB and outline
the internal grievance redress process for addressing each grievance subcategory.
Devise standardized internal processes for logging grievances. Grievances can be logged either manually or, if resources allow, using
a computer-based system that permits the CHUB to identify “real-time” trends in the data.
Set a clearly defined timetable for grievance redress, including time to initial acknowledgement of the complaint (if complainant is not
anonymous), expected time to resolution for each stage of the investigation, and the time frame for updating beneficiaries on
progress. Decide what measures will be taken if there is a violation of service
standards. Establish a monitoring and evaluation system to monitor trends in
grievances data.
For encouraging communication, feedback and dialogue on the
implementation of its Charter, CHUB commit to use new media and ICT such
as sms, email, twitter, facebook, etc…, and any combination of these
technologies.
To improve continuously the service delivery, CHUB is considering using the
tools and techniques below in the implementation process of the present
charter:
service delivery review; benchmarking with best practice;
performance management; training, learning and knowledge management;
empowerment or delegation of authority; diligent complaints management;
information management.
Information and communication
Considering that information is the cornerstone of implementing and
monitoring of Citizen's Charter, this Citizen’s Charter will be delivered
through various dissemination technologies and publicized widely through
websites, radio, newspapers etc. to reach the public. Thus, CHUB will seek to
use the following channels to ensure maximum availability and visibility of
its services to users and stakeholders:
Public relations/information desk.
Open day/Accountability day Publication of promotional material:
Leaflets,
Posters Press releases
Publications and creation of booklet: Production of brochures or handbills. The information contained in the brochure must be
concise, clear, simple and easy to understand. The brochures should also easily be obtained;
Print the Charter and display in front of the office and formally issue the Charter and place it on website;
Formal announcement and publication in newspaper; Messages broadcasted on radio and television;
Discussions on call-in radio and television shows; Internet and continuous update of the public institution web site:
Search engines Public Websites
Partner Websites
Restricted Website
SMS directions where to find the Charter;
Distribution of copies to public representatives and key stakeholders;
Newspaper articles; Conferences and other targeted events related to service delivery
improvement. Trainings and orientation sessions to employees and their
representatives. Other (mailing lists, web forums).
In brief, our customers include patients, researchers, students (and pupils),
private companies, donor agencies and international organizations, local
communities and local authorities, general public.
Commitment to our clients:
This charter is a commitment by the CHUB to provide high quality services to
all our stakeholders/ customers. We in this regard endeavour to serve you
effectively, with due diligence and professionalism. We shall uphold the
utmost integrity in the delivery of our services.
Expectations from customers:
In order to serve you better, you can help us improve performance by:
Treating CHUB staff with courtesy and respect;
Abiding by the regulations governing the academics services;
Suggesting ways of improving our services at CHUB;
Providing the CHUB with adequate feedback on service delivery
through various dissemination technologies;
Addressing all complaints/compliments/suggestions to relevant
department.
Contact:
UNIVERSITY TEACHING HOSPITAL OF BUTARE (CHUB)
SOUTHERN PROVINCE/HUYE DISTRICT
Tel/Fax: + (250)252530545
E-mail: [email protected]
Web site: www.chub.org.rw
We shall acknowledge receipt and respond to all complaints made within 3
working days.
If the matter requires more investigation and time to be resolved, we shall
inform you of the intended course of action and time frame of response.
I. INTRODUCTION
The University Teaching Hospital of Butare (UTHB) is one of the referral
hospitals of the country with a capacity of 500 beds. The UTHB has 4
Directorates under supervision of Director General, 20 clinical services and
18 Administration support:
Units : Directorate of Medical services ;
Directorate of Administration & Human Resources; Directorate of Finance & Internal Resources;
Directorate of Nursing and Midwives ; Clinical Services :
Pediatrics (Neonatology, Centre for Excellence in charge of children with HIV/AIDS,Bronchoscopy, Gastroscopy,Voluntary
Counseling Testing); Surgery (Orthopedic surgery, General Surgery, etc…);
Anesthesiology and resuscitation; Obstetrics and Gynecology (PMTCT, VCT, GBV, PF,
hysterosalpengography, coelioscopy); Internal Medicine :
- Neurology: Electroencephalography(EEG),
Electromyelography (EMG); - Infectiology and HIV/AIDS Unit;
- Gastroenterology: Diagnostic and interventional Gastroscopy and colonoscopy;
- Pneumology: Bronchoscopy, Allergologic test, pulmonary functional test, spirometry;
- Mental Health; - Hemodialysis;
- Rheumatology; - Diabetology.
ENT (Ear Noise and Throat-O.R.L) ( Surgery, eudiometry); Stomatology /dentistry ;
Dermatology (puvatherapy, Cryotherapy, minor surgery); Physiotherapy (Kinesitherapy, Orthoprothesis );
Medical Imaging (Radiology, ultrasound, CT-Scan);
Preventive Medicine : - Hygiene and infection control ;
- Influenza surveillance sentinel site ; - Information, Communication and Education;
- Other communicable and non communicable prevention.
Medical Biology and Functional Testing (Genetics, Anatomo-
pathology, Parasitology, biochemistry, Hematology, Immuno-serology, bacteriology, Referral Molecular biology laboratory,
protein chain reaction (PCR), Tuberculosis and HIV) ; Pharmacy (clinical masterful preparations, and
pharmaceuticals dispensation); Medical Research ;
Ophthalmology; ICU (Intensive Care Unit) and Emergency Services.
Supporting Medical Services:
Human Nutrition ; Mortuary service ;
Social service ; Customer Care ;
Laundry and sterilisation.
Administrative Support:
Administration and Assistant Human Resources Mgt Unit ; Accounting, Billing and Debt Recovering ;
Budget and Finance ; Admistrative Assistant;
Legal Advisor ; Internal Audit ;
Procurement ; Planning, Statistics and Archives ;
Assets and Logistic ; ICT ;
Public Relations ; Secretariat;
Estate ;
Maintenance ; Transport ;
Security.
II. VISION
The University Teaching Hospital of Butare will be the leader in providing
Quality Healthcare Services, Education and conducting Research; striving for Excellence in Africa.
III. MISSION
The University Teaching Hospital of Butare is committed to provide quality
health care according to the international standards, train health
professionals, contribute to the development of human resources, conduct
outstanding research, and provides technical support to the health system.
The UTHB Mission is also: - Services to the community,
- Education, - Research,
- Supervision of District Hospitals and countrywide
This will be achieved with competent and motivated staff and in collaboration with all stakeholders within available resources.
IV. RIGTHS OF CLIENTS
Improving patients’ rights involves making a commitment to learning what
our customers' needs and wants are, and developing action plans that
implement customer friendly processes. The University Teaching Hospital of BUTARE is committed to improve its customer services and appreciates any
comment from clients; either complimentary or critical that will contribute to improving the quality of services.
We strongly believe that our dairy activities exist to serve our customers,
and should therefore be Customer focused, striving to meet customer needs and exceed customer expectation in provision of care. We aim to ensure
that every client of the CHUB services is satisfied with the way in which they are received and attended to in the process of care.
Our client has the rights to expect:
To be received and listened to with courtesy, promptness and respect
To be given the information you need to meet our service requirements
Considerate and respectful care in a safe and secure environment; Information about hospital policies, rules, and regulations governing your
conduct as a patient. Clear and concise explanations of your condition and of all proposed
procedures, including the possibility of any risks, problems, or side effects which may result;
Be involved in the development and implementation of your plan of care. Know the names and roles of health care professionals providing service
to you. Refuse treatment to the extent permitted by law and to be informed of
the medical consequences of your refusal. Freedom from restraint or seclusion unless it is the only means to protect
your safety. Prompt, effective, and continuous assessment and treatment of pain.
Be advised if any portion of your care or treatment is part of an
experimental or research program and to decline participation in such program if you choose.
Personal dignity and privacy. Expect that your treatment records are confidential, unless you have
given permission to release such information or reporting is required or permitted by law.
Request and receive a printed copy of your hospital charges and have them explained to you.
Have an ethics consultation without charge to review the plan of care and discuss your rights or to attempt to settle ethical disagreements or
conflicts with health professionals. Express complaints and grievances and expect that they will be
investigated within a reasonable time frame. Know what alternatives exist for your care and treatment when hospital
care is no longer appropriate.
To the extent permitted by law, to leave the hospital against your doctor’s advice. Should you do so, however, neither your physician nor
the hospital will be responsible for whatever harm such action may cause you or others.
V. CORE VALUES
The values promoted by University Teaching Hospital are:
Integrity Courtesy
Compassion Excellence
Flexibility Professionalism
Vigilance
Customer care focus Improve the quality of care at the facility level
Reduce waiting times in the process of care Improve client confidence in the medical care system
Improve the diagnosis and the treatment for a better outcome and a cost effectiveness
Emphasize the importance of having a positive attitude towards our customers and treat them with dignity.
Improve client adherence to the medical care to be provided Improve responsiveness of all the medical system
VI. SERVICES PROVIDED BY UNIVERSITY TEACHING HOSPITAL OF BUTARE
1. Type of service: Providing Specialized Health care to the Community
What is the service?
Am I eligible?
Clinical Services (out-patients consultation, in-patients
services) The different clinical and support services are always
work for the patients’ wellbeing
Department to be
approached
Pediatrics (Neonatology, Centre for Excellence in
charge of children with HIV/AIDS, Bronchoscopy, Gastroscopy, Voluntary Counseling Testing)
Surgery (Orthopedic surgery, General Surgery,
etc…) Anesthesiology, intensive care and pain
management Unit Obstetrics and Gynecology (Protection mother to
child transmission known as PMTCT, Voluntary counseling testing, Gender based violence program,
Family planning, hysterosalpengography, coelioscopy)
Internal Medicine - Neurology:Electroencephalography,Electro
myelography, - Infectiology and HIV/AIDS Unit,
- Gastroenterology: diagnostic and intervention Gastroscopy and
colonoscopy,
- Pneumology: Bronchoscopy, Allergologic test, Pulmonary functional test, spirometry
- Mental Health, - Hemodialysis,
- Rheumatology, - Diabetology.
ENT (O.R.L: Oto-rhino-laryngology) (surgery, audiometry)
Stomatology/dentistry Ophthalmology
Dermatology (puvatherapy, Cryotherapy, minor surgery)
Physiotherapy (Kinesitherapy and orthoprothesis ) Medical Imaging (Radiology, ultrasound, CT-scan(
Scanner)
Preventive medicine - Hygiene and infection control,
- Influenza surveillance sentinel site, - Information, Communication and
Education
- Other communicable & non communicable prevention.
Medical Biology and Functional Testing (Genetics, Anatomopath, Parasitology, biochemistry,
Hematology, Immunoserology, bacteriology, Referral Molecular biology laboratory, protein chain
reaction known as PCR, Tuberculosis & HIV) Pharmacy : Clinical, masterful preparations and
pharmaceuticals dispensation Human Nutrition
Medical research
Mortuary service Social service
Customer Care Emergency service
When can I access the service
Emergency :24/24
Inpatients : 24/24
Outpatients: from 7: AM to 12: AM
Specificities of the different services:
Customer care and central reception: 24/24
Contact number for
appointment:0783548123/
0788849762/0788563436
Pharmacy: *pharmaceuticals dispensary: 24/24
*masterful preparation: ordinary job hours:
every day from Monday to Friday at 12: A.M.
Contact number for
appointment:0783548131
ORL: outpatient consultation: Monday, Wednesday
and Friday, from 7:00A.M to 12:00 AM, for in
patient and emergency, the service is ensured
24/24
Contact number for appointment:0783548139
Internal medicine : outpatient: every day from 7:
AM to 12: AM, for the inpatient and emergencies,
the service is ensured 24/24
Contact number for appointment: 0788845696
Gynecology and obstetrics: Outpatient
consultation: Monday, Tuesday, and Friday from 7:
AM to 12: AM, for the emergency and the inpatient
activities, the service is 24/24
Contact number for appointment: 0788772694
Pediatric: outpatient: from 7: AM to 12:
Contact number for appointment: 0783548129
Surgery: outpatient: Tuesday, Wednesday and
Thursday
Contact number for appointment: 0785758901
Ophthalmology: outpatient: Monday, Tuesday,
Thursday and Friday
Contact number for appointment: 0785000152
Dermatology: outpatient: every day( ordinary job
days), from 7AM to 12 :AM
Contact number for appointment: 0783548139
Laboratory: the complementary exams are received
every day( ordinary job days) from 7: AM to 3:AM.
Contact number for appointment: 0783548132
Physiotherapy: every day ( ordinary job days)
dentistry: every day ( ordinary job days)
Contact number for appointment: 0785199928
Radiology: every day ( ordinary job days)
Contact number for appointment: 0783548140
Dialysis: every day( ordinary job days)
Contact number for appointment: 0783556351
Administration: every day ( ordinary job days)
Contact number for appointment:0788526554
Time limit to
access this service? Or Once a
request is made or
an application is submitted, how
long will it take?
No time limit
What, if any, are
the costs for accessing the
service?
- 10% for (Mutuelle de Sante Communautaire)
- 15% for other Medical Insurances - 100% for private clients; according to the National
tariff from Ministry of Health
What documents
required
- Medical Insurance
- Transfer letter for the cases of community insurance
What is the procedure?
The patients are received at the entrance of the hospital, and oriented by the in charge of customer care
What, if any, other
institutions do I need to visit to
access the service? (e.g.: for payment
of service costs or to get additional
documents)
- RAMA,
- Mutuelle de Sante de l’UNR, - Mutuelle de Sante Communautaire,
- AAR, - CORAR,
- SORAS, - Banque National du Rwanda,
- Military Medical Insurance, - Ministry of Health,
- Districts…
Is there a complaint
procedure?
- If you want any facilitation or if you find any challenge of getting medical care, you firstly
request the in charge of desk reception;
- If you are not satisfied, request help from the customer care officers , and you can find them in
their office in front of the hospital or call them on 0788563436 / 0788574215
Is there any
additional information
regarding this service that is
useful to know?
Always visit CHUB website: www.chub.org.rw for
information. For further information call firstly the in charge of Customer care on 0788563436/0788574215
during office hours.
Available forms Patient admission form
Medical feedback paper
Discharge form
Relevant legal
documents
- Law establishing CHUB
- Instructions from the Ministry of Health about transfers
- Internal rules of CHUB - Law or Instructions regarding Medical Insurance
- Law or Instructions Quality assurance - Patient’s Charter of rights and responsibilities
- Instructions regarding Standards/ Quality Healthcare Services
- Admission procedures of CHUB
2. Type of service: Administrative Medical Certificate
What is the
service?
Am I eligible?
Administrative Medical Certificate to anybody who needs it
Department to be
approached
Internal Medicine Department
When can I access
the service Monday to Thursday: 7:00 am to 5:00 pm
Friday: 7:00 am to 12:00 pm
Time limit to access this
service? Or Once a request is made or
an application is submitted, how
long will it take?
One Day
What, if any, are the costs for
accessing the service?
5, 000 RWF (Five thousand Rwandan francs) for the document and be ready to pay for general check-up.
What documents required
Receipt from the cashier stating what document required
What is the
procedure?
- Pay the required money at the central reception or at
any other cashier post - Present the receipt to central secretary in order to get
the form reserved for the stated document - Present the copy and the original receipt to the nurse in
charge of customer care in Internal Medicine/ out-patient consultation for orientation to the doctor
- Be ready to pay for the exams requested by the doctor - Be oriented to the different areas for the stated
complementary exams
- All the exams are seen within 4 hours following the request
- After getting the results else where they were given, show them to the nurse in charge of customer care for
orientation to the doctor and getting your needed paper.
What, if any, other institutions do I
need to visit to access the service?
(e.g.: for payment
of service costs or to get additional
documents)
None, excepted the institutions requesting this Certificate
Is there a
complaint procedure?
Complaints can be addressed to the Head of Department
concerned; and when not solved contact the Director of Medical Service; and when not satisfied contact Director General of
UTHB If you get challenges looking after the documents, you
call:
- Tel : 0783275123 ( in charge of the unit) - Tel : 0788611276 ( matron of the department)
- Tel : 0788563436 ( Customer care manager of CHUB)
Is there any
additional information
regarding this service that is
useful to know?
For those who are affiliated to the medical insurances
which are accorded to their clients to access immediately the services of CHUB, they can use their insurances only
for the exams requested by the doctors.
Always visit CHUB website: www.chub.org.rw for information. For further information call firstly the in
charge of Customer care on 0788563436
Available forms Form reserved for administrative medical certificate
available to the central reception and seen immediately when you present the receipt of 5000 RWF (five thousand )
from the CHUB cashier
Relevant legal documents
Instructions about the administrative medical certificate
3. Type of service: Medical Expertise (Expertise Médicale)
What is the
service?
Am I eligible?
Medical Expertise ( Expertise Médicale) to the prosecutions
courts (NPPA) or the National Police
Department to be
approached
Any service according to the specialist required
When can I access
the service Every day, from Monday to Friday at 12:AM
Time limit to access this
service? Or Once a request is made or
an application is submitted, how
long will it take?
One Day
What, if any, are the costs for
accessing the service?
5, 000 RWF (Five thousand Rwandan francs) for the document and be ready to pay for general check-up.
What documents required
Receipt from the cashier stating what document required
What is the
procedure?
- Pay the required money at the central reception or at
any other cashier post - Present the receipt to central secretary in order to
get the form reserved for the stated document - Present the copy and the original receipt to the nurse
in charge of customer care in department required/ out-patient consultation for orientation to the doctor
- Be ready to pay for the exams requested by the doctor
- Be oriented to the different areas for the stated complementary exams
- All the exams are seen within 4 hours following the
request - After getting the results else where they were given,
show them to the nurse in charge of customer care for orientation to the doctor and getting your needed
paper.
What, if any, other
institutions do I need to visit to
access the service?
(e.g.: for payment of service costs or
to get additional documents)
- National Prosecution (NPPA)
- National Police - Finance Unit for payment
Is there a complaint
procedure?
Complaints can be addressed to the Head of Department concerned; and when not solved contact the Director of Medical
Service; and when not satisfied contact Director General of UTHB If you get challenges looking after the documents, you
call:
- Tel: 0788563436 ( Customer care manager of CHUB)
- Tel: 0788526554 ( Director of Administration and Human Resource of CHUB)
- Tel: 0788634644 ( Director of Medical Services of CHUB)
Is there any
additional information
regarding this service that is
useful to know?
For those who are affiliated to the medical insurances
which are accorded to their clients to access immediately the services of CHUB, they can use their insurances only
for the exams requested by the doctors.
Always visit CHUB website: www.chub.org.rw for information. For further information call firstly the in
charge of Customer care on 0788563436
Available forms Form reserved for medical expertise available to the
central reception and seen immediately when you present the receipt of 5000 RWF ( five thousand ) from the CHUB
cashier
Relevant legal documents
Instructions about the medical expertise
4. Type of service: Mortuary Service
What is the service?
Am I eligible?
Mortuary Service to anybody who needs it
Department to be
approached
Social Service Dept
When can I access the
service 24/24hours
Time limit to access this service? or Once a
request is made or an application is
submitted, how long will it take?
30 minutes
What, if any, are the
costs for accessing the service?
7, 500 RWF per night paid at the Central reception
What documents required
Receipt from the cashier
What is the
procedure?
For the internal death:* the nurse from the unit
which the death was affiliated contact the porter on duty for accompanying the body to the mortuary, with
the full identification *The family can pay immediately the mortuary or pay
when they need their death *before discharge the death, the receipt from the
cashier should be presented to the in charge of the mortuary
What, if any, other institutions do I need
to visit to access the service? (e.g.: for
payment of service costs or to get
additional documents)
Finance Unit for payment
Is there a complaint
procedure?
Complaints can be addressed to the Head of
Department concerned; and when not solved contact
the Director of Administration; and when not satisfied contact Director Director of Medical Services.
If you get the challenges, call: - Tel: 0788570072 ( in charge of mortuary)
- Tel: 0788563436 ( Customer care manager of CHUB)
- Tel: 0788849762 ( Head of debt and recovery) - Tel: 0788526554 ( Director of Administration and
Human Resource of CHUB) - Tel: 0788634644 ( Director of Medical Services of
CHUB)
Is there any additional information regarding
this service that is
The mortuary charges are paid 100 per 100, any insurance which could be used.
useful to know? Always visit CHUB website: www.chub.org.rw for
information. For further information call firstly the in charge of mortuary on 0788570072 or the Customer
care on 0788563436
Available forms None
Relevant legal
documents
Instructions about mortuary management
5. Type of service: Post-mortem exam
What is the
service?
Am I eligible?
Post-mortem exam requested by the National Police, or
relevant authority
Department to be
approached
Anatomopathology service and the service specialized for
the suspected cause of the death
When can I access
the service Monday to Thursday: 7:00 am to 5:00 pm
Friday: 7:00 am to 12:00 pm
Time limit to access this
service? Or Once a request is made or
an application is
submitted, how long will it take?
One day
What, if any, are
the costs for accessing the
service?
20, 000 RWF ( Twenty thousand Rwandans francs)
What documents required
Receipt from the cashier of CHUB
What is the procedure?
- Pay 20000 FRWS to the cashier of CHUB - Show the receipt to the central reception for getting the
form reserved for the exam requested
- Present the form and the original receipt to the in charge of mortuary for orientation to the doctor
- Wait for any appointment of a doctor and return according to the stated appointment for getting your
body.
What, if any, other
institutions do I need to visit to
access the service? (e.g.: for payment
of service costs or
to get additional documents)
- National Prosecution (NPPA)
- National Police - Finance Unit for payment
Is there a complaint
procedure?
Complaints can be addressed to the Head of Department concerned; and when not solved contact the Director of
Administration; and when not satisfied contact Director of Medical Services.
If you get the challenges, call: - Tel: 0788570072 ( in charge of mortuary)
- Tel: 0788563436 ( Customer care manager of CHUB)
- Tel: 0788849762 ( Head of debt and recovery) - Tel: 0788526554 ( Director of Administration and
Human Resource of CHUB) - Tel: 0788634644 ( Director of Medical Services of
CHUB)
Is there any additional
information regarding this
service that is
useful to know?
The mortuary charges are paid 100 per 100, any insurance which could be used.
Always visit CHUB website: www.chub.org.rw for information. For further information call firstly the in
charge of mortuary on 0788570072 or the Customer care
on 0788563436
Available forms Form reserved to the post-mortem exam available to the
central secretary of CHUB
Relevant legal
documents
Instructions of the General Director of CHUB about post-
mortem exam
6. Type of service: Medical outstanding research / Knowledge of
Research Findings
What is the
service? Am I eligible?
Medical outstanding research/Knowledge of Research
Findings
If a specific research has been commissioned and findings have been approved by the Medical Research Committee,
CHUB will be obliged to disseminate the results of the research to the general public, and issue separate reports
to individuals upon request.
Department to be approached
Medical research Committee of CHUB
When can I access the service
Monday to Thursday: 7:00 am to 5:00 pm
Friday: 7:00 am to 12:00 pm
Time limit to
access this service? Or Once a
request is made or an application is
submitted, how long will it take?
Depending on the specific research but we insure that the
service will be hurry as soon as possible
What, if any, are
the costs for accessing the
service?
It depend on the type of research
What documents
required
- Request including the Research topics;
- MoU, if applicable.
What is the procedure?
Address your request to the central reception of CHUB or call:
- Tel: 0788848454 ( Administrative assistant of CHUB)
- Tel: 0783679294 ( Public relation officer) - Tel: 0788563436 ( Customer care manager of
CHUB) - Tel: 0788526554 ( Director of Administration and
Human Resource of CHUB) - Tel: 0788634644 ( Director of Medical Services
of CHUB) - Tel: 0788592150 ( Director General of CHUB)
What, if any, other
institutions do I need to visit to
access the service? (e.g.: for payment
of service costs or to get additional
documents)
None
Is there a complaint
procedure?
Complaints can be addressed to the Head of Department concerned; and when not solved contact the Director of
Medical Services; and when not satisfied contact Director of General.
If you get challenges, call: 0788592150 ( General Director
of CHUB)
Is there any
additional information
regarding this
service that is useful to know?
This service is included in our top attributions
Always visit CHUB website: www.chub.org.rw for
information. For further information call firstly the Director Medical Services on Tel: 0788634644; or the Director
General of CHUB on Tel: 0788592150
Available forms None
Relevant legal
documents
Instructions about medical research ethic
7. Type of service: Family Planning
What is the
service? Am I eligible?
Family Planning to anybody who needs it
Department to be approached
Gynecology and obstetrics department/out-patient department
When can I access
the service Monday to Thursday: 7:00 am to 5:00 pm
Friday: 7:00 am to 12:00 pm
Time limit to access this
service? Or Once a request is made or
an application is submitted, how
long will it take?
One day
What, if any, are
the costs for accessing the
service?
This service is dispensed for free cost;
But other exams which could be requested by the doctor should be paid according to the medical insurance which
you are affiliated.
What documents
required
Your old identification paper if you are an old case and
your insurance card
What is the procedure?
You firstly request the appointment either on phone: 0783548128/0782532852 in charge of the unit
What, if any, other institutions do I
need to visit to access the service?
(e.g.: for payment of service costs or
to get additional
documents)
None
Is there a
complaint procedure?
Complaints can be addressed to the Head of Department
concerned; and when not solved contact the Director of Medical Services; and when not satisfied contact Director
of General. If you get challenges, call:
- Tel: 0788563436 ( Customer care manager of CHUB)
- Tel: 0788526554 ( Director of Administration and
Human Resource of CHUB) - Tel: 0788634644 ( Director of Medical Services
of CHUB) - Tel: 0788592150 ( Director General of CHUB)
Is there any additional
information regarding this
This service required the consent of the couple and, of course, the both members of the couple should be present
or the signed consent of one of the couple should be available before getting the chosen method
service that is
useful to know?
Always visit CHUB website: www.chub.org.rw for information. For further information call firstly the Director
Medical Services on Tel: 0788634644; or the Director General of CHUB on 0788592150
Available forms Consent form of the both members of the couple about the
chosen method
Relevant legal
documents
Instructions about the ministry health on the service of
family planning in Rwanda
8. Type of service: Providing Information Counseling and health
information
What is the
service? Am I eligible?
Providing Information Counseling and health information
to anybody who need it
Department to be approached
Nursing Directorate
When can I access
the service Monday to Thursday: 7:00 am to 5:00 pm
Friday: 7:00 am to 12:00 pm
Time limit to access this service? Or
Once a request is made or an
application is submitted, how
long will it take?
One day
What, if any, are
the costs for accessing the
service?
It depend on the planned project
What documents
required
Request letter
What is the procedure?
Address your request to the central secretary of CHUB or call:
- Tel: 0788848454 ( Administrative assistant of CHUB)
- Tel: 0783679294 ( Public relation officer) - Tel: 0788563436 ( Customer care manager of
CHUB) - Tel: 0788468384 ( Director of Nursing at CHUB)
- Tel: 0788526554 ( Director of Administration and Human Resource of CHUB)
- Tel: 0788634644 ( Director of Medical Services of CHUB)
- Tel: 0788592150 ( Director General of CHUB)
What, if any, other institutions do I
need to visit to access the service?
(e.g.: for payment of service costs or
to get additional documents)
None
Is there a
complaint procedure?
Complaints can be addressed to the Head of Department
concerned; and when not solved contact the Director of Medical Services; and when not satisfied contact Director
of General. If you get the challenges, call:
- Tel: 0788468384 (Director of Nursing);
- Tel: 0788592150 (Director General of CHUB)
Is there any
additional information
regarding this
service that is useful to know?
Always visit CHUB website: www.chub.org.rw for
information. For further information call firstly the Director of Nursing on Tel: 0788468384; or the Director General
of CHUB on Tel: 0788592150
Available forms None
Relevant legal
documents
Legal document establishing the University Teaching
Hospital
10. Type of service: Hemodialysis
What is the
service? Am I eligible?
Hemodialysis to anybody who needs it upon presentation
of the prescription
Department to be approached
Hemodialysis Unit
When can I access
the service Every day, from 7: AM to 20: AM.
N.B: for the emergency, any time, you can call:
0783556351
Time limit to
access this service? Or Once a
request is made or an application is
submitted, how long will it take?
It depend to the patients numbers or to the machine
available
What, if any, are
the costs for accessing the
service?
For each séance, the private patient pays: 230, 000 RWF
for the first séance and 140, 000 RWF for the following séances.
What documents
required
- For the private, we need the medical report from the
medical doctor in charge of the stated patient,
- For the patients supported with MINISANTE through community insurance, we need the medical transfer
from the doctor in charge and the letter of financial management from the Ministry of health.
What is the procedure?
Submit the request to Director General of CHUB
What, if any, other
institutions do I need to visit to
access the service? (e.g.: for payment
of service costs or to get additional
documents)
Local government institutions, Ministry of health, National
Bank of Rwanda for payment
Is there a complaint
procedure?
Complaints can be addressed to the Head of Department concerned; and when not solved contact the Director of
Medical Services; and when not satisfied contact Director of General.
If you get challenges, call: - Tel: 0788539904 ( Head of department)
- Tel: 0788563436 ( Customer care manager of CHUB)
- Tel: 0788526554 ( Director of Administration and Human Resource of CHUB)
- Tel: 0788634644 ( Director of Medical Services of CHUB)
- Tel: 0788592150 ( Director General of CHUB)
Is there any
additional information
regarding this service that is
useful to know?
The letter of financial management could be found after
presenting the medical report to the social affairs of the sector where the patient is coming from, and get there the
copy proving that you are unable to pay tour self the dialysis. After getting the copy, you write a letter
requesting the ministry of health the financial support, attach on the medical letter and the copy from the social
affairs of the sector. Within a week, you found the favorable response.
Always visit CHUB website: www.chub.org.rw for
information. For further information call firstly the Director
of Medical Services on Tel: 0788634644 ; or the Director General of CHUB on Tel: 0788592150
Available forms None
Relevant legal
documents
None
10. Type of service: Medical Report
What is the service?
Am I eligible?
Medical Report to the patient
Department to be approached
The medical doctor who followed the patient
When can I access the service
Monday to Thursday: 7:00 am to 5:00 pm
Friday: 7:00 am to 12:00 pm
Time limit to
access this service? Or Once a
request is made or an application is
submitted, how long will it take?
One day
What, if any, are
the costs for accessing the
service?
None
What documents
required
An old identification number if any or a file number
What is the procedure?
- for a new case, the consultation within the specialist is required
- for the ancient case, only the appointment of the doctor in charge is required
- the nurse in charge of customer care in the related unit follows the document until when the patient get
his need.
What, if any, other institutions do I
need to visit to access the service?
(e.g.: for payment of service costs or
to get additional documents)
None
Is there a complaint
procedure?
Complaints can be addressed to the Head of Department concerned; and when not solved contact the Director of
Medical Services; and when not satisfied contact Director
of General. If you get challenges, call:
- Tel: Customer care manager of CHUB) - Tel: 0788526554 ( Director of Administration and
Human Resource of CHUB) - Tel: 0788468384 (Director of Nursing)
- Tel: 0788634644 ( Director of Medical Services of CHUB)
- Tel: 0788592150 ( Director General of CHUB)
Is there any
additional information
regarding this service that is
useful to know?
This document is useful when you want to proceed for the
help outside the hospital
Always visit CHUB website: www.chub.org.rw for information. For further information call firstly the Director
of Medical Services on Tel: 0788634644 ; or the Director General of CHUB on Tel: 0788592150
Available forms None
Relevant legal documents
Instructions about medical report