Ugandans Gain Voice and Faster Care as Health Ministry’s Client Charter Empowers Citizens to Demand Better Services.
The Ministry of Health has launched the Ministry of Health Client Charter and Service Delivery Standards to strengthen transparency, accountability and responsiveness in the delivery of health services.
The newly launched framework outlines the services that citizens should expect when they visit health facilities, the standards that guide the delivery of those services, as well as the rights and responsibilities of both patients and health workers. It also provides clear mechanisms through which the public can give feedback, report service gaps, and seek redress.
Speaking at the launch on the Tuesday 10th March 2026, the Permanent Secretary at the Ministry of Health, Dr. Diana Atwine, said the Client Charter and Service Delivery Standards are essential tools for improving service delivery and strengthening trust between the health system and the public.
“This launch marks an important step in ensuring that the Ministry of Health remains accountable to the citizens we serve and that the services we provide are responsive to the needs of our communities,” Dr. Atwine said.
The Head HRM Ms Annet Musinguzi, DG Dr Olaro and PS Dr Atwine at the launch of the Client Charter and the Service Delivery Standards at ministry office in Kampala
She emphasized that strengthening service delivery standards is key to improving health outcomes and ensuring that essential services remain accessible and affordable to all Ugandans.
“Primary Health Care remains the foundation of our health system, ensuring that essential services are accessible, affordable, and responsive to the needs of our communities,” she added.
The Director General of Health Services, Dr. Charles Olaro, highlighted the importance of community engagement in strengthening health service delivery, noting that the success of the Client Charter will depend on active participation from both service providers and the public.
“We must move beyond communities being passive recipients of services to becoming active partners in shaping and improving the services we deliver,” Dr. Olaro said.
He stressed that feedback from communities should be viewed as an opportunity for improvement and greater accountability within the health system.
“Feedback from the public is not criticism but an opportunity for learning and improvement. It helps us become more responsive to the needs of the people we serve,” he noted.
Dr. Olaro added that stronger collaboration between communities and health service providers will ultimately contribute to better health outcomes, disease prevention, and improved well being.
“This initiative benefits both the clients and the service providers because when communities are actively engaged, services become more responsive and effective,” he said.
Jane Kyarisiima Mwesiga, Deputy Head of Public Service in the Office of the Prime Minister, commended the Ministry of Health for aligning the health sector with the national Public Service Delivery Standards.
“Client Charters are important instruments for ensuring that government institutions remain accountable to the citizens they serve,” she said.
She encouraged public institutions to fully implement service delivery standards as a way of strengthening professionalism, responsiveness, and efficiency in the public sector.
The launch marks the beginning of the implementation of the Ministry of Health Client Charter and Service Delivery Standards, which are expected to guide health institutions across the country in delivering quality, transparent, and client centered health services for all Ugandans.
