UNIVERSITY TEACHING HOSPITAL OF BUTARE … charter/10._CHUB_citizen's... · Trainings and orientation sessions to employees and ... (Ear Noise and Throat-O.R.L) ... The University

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

http://www.chub.org.rw/

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


Pediatric: outpatient: from 7: AM to 12:


Surgery: outpatient: Tuesday, Wednesday and

Thursday


Ophthalmology: outpatient: Monday, Tuesday,

Thursday and Friday


Dermatology: outpatient: every day( ordinary job

days), from 7AM to 12 :AM


Laboratory: the complementary exams are received

every day( ordinary job days) from 7: AM to 3:AM.


Physiotherapy: every day ( ordinary job days)

dentistry: every day ( ordinary job days)


Radiology: every day ( ordinary job days)


Dialysis: every day( ordinary job days)


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


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


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



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




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.


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


access the service?

(e.g.: for payment of service costs or

to get additional documents)

- National Prosecution (NPPA)

- National Police - Finance Unit for payment


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



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.


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


Instructions about the medical expertise


4. Type of service: Mortuary 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


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


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: 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





an application is


One day

What, if any, are


service?

20, 000 RWF ( Twenty thousand Rwandans francs)


Receipt from the cashier of CHUB


- 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



of service costs or


- National Prosecution (NPPA)

- National Police - Finance Unit for payment


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: 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.


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


Monday to Thursday: 7:00 am to 5:00 pm


Time limit to




Depending on the specific research but we insure that the

service will be hurry as soon as possible

What, if any, are


service?

It depend on the type of research

What documents

required

- Request including the Research topics;

- MoU, if applicable.


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




documents)

None


procedure?


Medical Services; and when not satisfied contact Director of General.

If you get challenges, call: 0788592150 ( General Director

of CHUB)

Is there any


regarding this

service that is useful to know?

This service is included in our top attributions


information. For further information call firstly the Director Medical Services on Tel: 0788634644; or the Director

General of CHUB on Tel: 0788592150


Relevant legal

documents

Instructions about medical research ethic


7. Type of service: Family Planning

What is the


Family Planning to anybody who needs it


Gynecology and obstetrics department/out-patient department

When can I access






long will it take?

One day

What, if any, are


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


You firstly request the appointment either on phone: 0783548128/0782532852 in charge of the unit




to get additional

documents)

None

Is there a



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: 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


Providing Information Counseling and health information

to anybody who need it


Nursing Directorate

When can I access



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


service?

It depend on the planned project

What documents

required

Request letter


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: 0788592150 ( Director General of CHUB)





None

Is there a



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


regarding this

service that is useful to know?


information. For further information call firstly the Director of Nursing on Tel: 0788468384; or the Director General

of CHUB on Tel: 0788592150


Relevant legal

documents

Legal document establishing the University Teaching

Hospital


10. Type of service: Hemodialysis

What is the


Hemodialysis to anybody who needs it upon presentation

of the prescription


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




It depend to the patients numbers or to the machine

available

What, if any, are


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.


Submit the request to Director General of CHUB

What, if any, other




documents)

Local government institutions, Ministry of health, National

Bank of Rwanda for payment


procedure?


Medical Services; and when not satisfied contact Director of General.

If you get challenges, call: - Tel: 0788539904 ( Head of department)





Is there any



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.


information. For further information call firstly the Director

of Medical Services on Tel: 0788634644 ; or the Director General of CHUB on Tel: 0788592150


Relevant legal

documents

None


10. Type of service: Medical Report


Am I eligible?

Medical Report to the patient


The medical doctor who followed the patient


Monday to Thursday: 7:00 am to 5:00 pm


Time limit to




One day

What, if any, are


service?

None

What documents

required

An old identification number if any or a file number


- 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.





None


procedure?


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)



Is there any



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



Instructions about medical report


Documents

UNIVERSITY TEACHING HOSPITAL OF BUTARE … charter/10._CHUB_citizen's... · Trainings and orientation sessions to employees and ... (Ear Noise and Throat-O.R.L) ... The University