Government Launches National Health Service Delivery Charters to Strengthen Accountability and Citizen Voice
The Government has taken another significant step toward strengthening accountability and improving the quality of healthcare services by launching the Generic Service Delivery Charters for Level One and Level Two hospitals, the Statutory Body Charters, the Monitoring and Evaluation Framework, and the Communication and Advocacy Strategy for Health Facility Charters.
The launch, held on 27th November 2025 at Taj Pamodzi Hotel in Lusaka, was officiated by Dr. Kennedy Lishimpi, Permanent Secretary, Technical Services, Ministry of Health and attended by senior government officials, cooperating partners, and members of the public health community.
Speaking on behalf of the Head of the Presidential Delivery Unit (PDU), Ms. Kusobile Kamwambi, the Acting Delivery Manager for Enhanced Public Services, Ms. Chitambeya Mvula-Mukwangole, emphasised that these tools mark a major milestone in Zambia’s ongoing reforms to strengthen service delivery and enhance citizen engagement across public health facilities.
A Renewed Social Contract in Healthcare
The launch of the Service Delivery Charters represents a renewed social contract between the health system and the citizens it serves. The Charters set clear, transparent standards for health facilities, while outlining the rights and expectations of all patients who access public healthcare services.
“The Service Delivery Charters are not mere documents; they are instruments of accountability that reaffirm our commitment to providing dignified, timely, and quality health services,” Ms. Mukwangole said as she delivered the remarks on behalf of the Head PDU. “They provide a critical foundation for capturing and responding to citizen feedback.”
The Charters obligate health facilities to consistently meet statutory requirements and uphold patient rights. Their implementation will work hand in hand with existing customer satisfaction tools and feedback mechanisms, including the Citizen Support Portal developed by Smart Zambia Institute and the Anti-Corruption Commission’s Whistleblower System, which allows citizens to report grievances safely and confidentially.
Driving Presidential Priorities in Health
The Presidential Delivery Unit expressed full support for the initiative, noting that it directly advances the vision of President Hakainde Hichilema, particularly in improving maternal health experiences and ensuring consistent access to essential medicines.
“Every mother deserves respectful, quality care, and every citizen deserves reliable access to essential medicines,” Ms. Mukwangole said. “These Charters strengthen our collective ability to deliver on these national priorities.”
Through the Monitoring and Evaluation Framework, the Ministry of Health will systematically collect and analyse patient insights, enabling continuous improvement across health facilities. This evidence-based approach will help the Government respond to emerging challenges more effectively and ensure that service delivery standards are upheld across all provinces.
Ensuring Nationwide Implementation
The PDU reaffirmed its commitment to working closely with the Ministry of Health to ensure that the Charters are fully implemented and utilised at all levels of the health system. This includes supporting the operationalisation of customer satisfaction tools and ensuring that health facilities are equipped to respond to citizen feedback.
“The initiative is a national undertaking, and we are ready to support the Ministry to provide full, consistent, and accountable implementation,” she added.
A Call to Healthcare Workers, Citizens, and Partners
The PDU also highlighted the important role that all stakeholders play in the successful rollout of the Service Delivery Charters:
Healthcare workers are encouraged to embrace the Charters as tools that strengthen professional standards and reinforce their role in delivering quality care.
Patients and communities are urged to use the Charters and the available feedback mechanisms constructively to advocate for quality services.
Cooperating partners were recognised for their ongoing collaboration in supporting Zambia’s health sector reforms.