The Ministry of Health has officially launched Service Delivery Charters and a Communication Strategy for all Level 1 and 2 hospitals across Zambia. The event took place on November 27, 2025, at Taj Pamodzi Hotel in Lusaka, where Health Minister Elijah Muchima emphasized the need for all relevant institutions to fully implement the standards outlined in the documents.
In a speech read by Permanent Secretary for Technical Services Kennedy Lishimpi, Dr Muchima highlighted that a Service Delivery Charter sets clear service standards. These include timeliness in service delivery, client rights, and responsibilities, as well as obligations for health facilities. The charter also addresses professional conduct, adherence to clinical protocols, and other key service benchmarks.
Speaking on behalf of Head of the Presidential Delivery Unit Kusobile Kamwambi, Acting Delivery Manager Chitembeya Mukwangole stressed the importance of Service Delivery Charters in improving healthcare delivery. She noted that these charters are not simply documents but instruments of accountability that reaffirm the health sector’s commitment to providing dignified, quality services to citizens.
Ms Mukwangole further stated that the new charters will complement existing public feedback mechanisms, including the Citizens Support Portal developed by Smart Zambia, ensuring that citizens can report concerns and monitor service delivery effectively.
Among the statutory bodies that received the newly launched charters were the Zambia National Public Health Institute, the National Health Research Authority, and the National Food and Nutrition Commission. The rollout of these charters marks a significant step toward standardizing healthcare delivery and reinforcing accountability in Zambia’s health sector.