REPUBLIC OF RWANDA MINISTRY OF HEALTH MINISTRY OF by liaoqinmei

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									     REPUBLIC OF RWANDA




        MINISTRY OF HEALTH


      MINISTRY OF HEALTH


RWANDA BIOMEDICAL CENTER

     P.O. Box 83 Kigali




         November, 2011
     FOREWORD

It is my pleasure to present to you this Service Charter for the Rwanda
Biomedical Center.

This Service Charter has been prepared in consideration of the Government’s
reform agenda and in the spirit of being responsive to citizens’ needs,
transparency and accountability.

The Charter spells out the role of the Rwanda Biomedical Center, highlights
the services offered and lists the service centers at which our services can
be accessed.



The development of this Charter signifies our commitment to serve the
people of Rwanda, creating a better understanding of what we do and
enhancing our service delivery




Dr KAYUMBA CLAVER

Ag Director General
Rwanda Biomedical Center
  I.   VISION

Building a healthy population in Rwanda who will contribute to national
development.

 II.   MISSION

The Rwanda Biomedical Center is committed to improving the Rwandan
population’s health situation by strengthening the quality of service delivered
and providing access to treatment as well as disease prevention services.

III.   CORE FUNCTIONS

The Core Functions of RBC are the following:
   to coordinate and improve research activities in the field of disease
     prevention, education and provision of treatment to people at all
     levels;
   to enable Rwanda to participate in the vital regional and global health
     activities, that it is beneficial to all people living in Rwanda;
   to act as a biomedical center in the region;
   to coordinate various biomedical and research activities with a view to
     generating income in health activities;
   to provide Rwanda with a vision and coordinate joint activities of
     various organs in the fight against HIV/AIDS and other diseases;
   to coordinate activities geared towards treatment, control and
     management of consequences of HIV and AIDS and other contagious
     and non contagious diseases;
   to put at the disposal of all people living in Rwanda drugs and medical
     equipment;
   to provide highly classified medical expertise;
   to establish relations and collaborate with other regional and
     international institutions having similar mission.

IV.    RIGTHS OF CLIENTS

Our citizens have the rights and expect:
   To be guided on disease prevention for all types of diseases
   To be given the treatment they deserve on time
   To be provided with all types of medical care available
   To be provided with emergency medical treatment in case of need

 V.    CORE VALUES

The values promoted by Rwanda Biomedical Center are:
         Integrity
    Commitment
   Honesty
   Excellence
   Professionalism
   Vigilance
  VI.   SERVICES PROVIDED BY THE RWANDA BIOMEDICAL CENTER

     1. Knowledge of Research Findings

What is the service?         Knowledge of Research Findings to general public:
                             If a specific research has been commissioned and
Am I eligible?               findings have been approved by the Research
                             Committee, RBC 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 MEDICAL RESEARCH CENTER
approached

When can     I   access   the During     the working hours, after     the   official
service?                       publication of the research findings

Time limit to access this 2 working days
service?or

Once a request is made or
an application is submitted,
how long will it take?

What, if any, are the costs None except if it involves printing charges
for accessing the service?

What     documents        are Official letter of request
required?

What is the procedure?         Contact the MEDICAL RESEARCH CENTER directly.

What,     if   any,    other None
institutions do I need to
visit to access the service?
(Eg. for payment of service
costs or to get additional
documents)

Is   there   a    complaint Complaints can be addressed either in writing or in
procedure?                 person to the Director General of Medical Research
                           Center Dr MUTESA Leon on phone No. 0788451013,
                           and when not solved contact DG of RBC
Is there any additional Always visit REB website: www.rbc.gov.rw for
information regarding this information.  For further information, contact Dr
service that is useful to MUTESA Leon on phone number 0788451013.
know?
Available forms

Relevant legal documents   Law N° 54/2010 of 25/01/2011 establishing Rwanda
                           Biomedical Center (RBC) and determining its mission,
                           organization and functioning
    2. Providing Information about HIV/AIDS

What is the service?           Providing general information on HIV/AIDS,
                               Diseases Prevention and Control as well as Epidemic
Am I eligible?                 alerts
Department        to      be Institute of HIV/AIDS, Diseases Prevention and
approached                    Control
                              Hotline Services
When can     I   access   the Monday to Friday 7:00am to 5:00pm
service?                      Saturday to Sundays 7.00 am to 13.00 pm

Time limit to access this On the spot
service? Or Once a request
is made or an application is
submitted, how long will it
take?

What, if any, are the costs No cost
for accessing the service?

What     documents        are None
required?

What is the procedure?       Phone 3334 and 3335 toll free and somebody will
                             reply to your queries
What,     if   any,    other Ministry of Health
institutions do I need to
visit to access the service?
(Eg. for payment of service
costs or to get additional
documents)

Is   there   a    complaint Complaints must be addressed in writing, by e mail
procedure?                 or telephone to the Deputy Director General of RBC
                           and Head of the Institute of HIV/AIDS, Diseases
                           Prevention and Control Phone No. 0788304829 and
                           e-mail: anita.asiimwe@gmail.com
Is there any additional Always visit REB website: www.rbc.gov.rw for
information regarding this information.
service that is useful to For further information, contact Deputy Director
know?                      General of RBC and Head of the Institute of
                           HIV/AIDS, Diseases Prevention and Control Phone
                           number.        0788304829        and        e-mail:
                           anita.asiimwe@gmail.com
Available forms            None

Relevant legal documents    Law     N° 54/2010 of 25/01/2011 establishing
                           Rwanda Biomedical Center (RBC) and determining
                           its mission, organization and functioning
     3. Providing Information about on STI’s TB and Malaria and other
        Non-communicable diseases

What is the service?              Providing general information on STI’s TB and
                                  Malaria and other Non-communicable diseases
Am I eligible?

Department            to      be Institute of HIV/AIDS, Diseases Prevention and
approached                       Control (HIV,AIDS, STI & Other Blood-Borne
                                 Infections Division)
                                 Hotline Services
When can         I   access the Monday to Friday 7:00am to 5:00pm
service?                         Saturday to Sundays & Public Holidays 7.00 am to
                                 13.00 pm
Time limit   to      access this On the spot
service?or

Once a request is made or an
application is submitted, how
long will it take?

What, if any, are the costs None
for accessing the service?

What      documents          are None
required?

What is the procedure?           Phone 3334 and 3335 toll free and somebody will
                                 reply to your queries
What,      if     any,     other Ministry of Health
institutions do I need to visit
to access the service? (Eg.
for payment of service costs
or     to     get    additional
documents)

Is   there       a     complaint Complaints must be addressed in writing, by e-mail
procedure?                  or telephone to the Deputy Director General of RBC
                            and Head of the Institute of HIV/AIDS, Diseases
                            Prevention and Control Phone No. 0788304829 and
                            e-mail: anita.asiimwe@gmail.com
Is   there  any  additional Always visit REB website: www.rbc.gov.rw for
information regarding this information. For further information, contact
service that is useful to Deputy Director General of RBC and Head of the
know?                       Institute of HIV/AIDS, Diseases Prevention and
                            Control Phone number     0788304829 and e-mail:
                           anita.asiimwe@gmail.com
Available forms            None

Relevant legal documents    Law     N° 54/2010 of 25/01/2011 establishing
                           Rwanda Biomedical Center (RBC) and determining
                           its mission, organization and functioning
     4. Getting admission and registration for Studying at the Rwanda
        University of Medicine and Health Sciences


What is the service?      Admission and registration for Student at Rwanda
                          University of Medicine and Health Science
Am I eligible?

Department       to    be Rwanda University of Medicine and Health Sciences
approached

When can I access the June to September academic year
service?

Time limit to access 3 months
this service? Or Once
a request is made or
an      application is
submitted, how long
will it take?

What, if any, are the Application fee   of 50.000         FRW   payable   at   the
costs for accessing University’s Bank Account
the service?

What documents are       A completed application form
required?                Official copy of A level certificate in relevant domain
                          depending on the faculty you need to study in
                        Official receipt from the University Bursar confirming
                          the payment of 50.000 FRW application fee
                        A certificate of having not been condemned for
                          imprisonment for a period exceeding 6 months
                        A copy of National ID
What        is     the All applications will be reviewed by the University
procedure?             authority and successful candidates will be publically
                       notified.
What, if any, other Ministry of Education
institutions do I need Bank for payment
to visit to access the
service?    (Eg.    for
payment of service
costs    or   to   get
additional documents)

Is there a complaint Any would-be student who feels that he/she did not get
procedure?                admission unfairly, should appeal in writing to the
                          University Senate.
Is      there      any Always visit RBC website: www.rbc.ac.rw for information.
additional information For further information call on this telephone tigo number:
regarding this service 0788300601 during office hours
that   is   useful  to
know?

Available forms           Application on REB website: www.rbc.gov.rw

Relevant          legal    Law N° 54/2010 of 25/01/2011 establishing Rwanda
documents                 Biomedical Center (RBC) and determining its mission,
                          organization and functioning
    5. Type of service: Obtaining /collecting a Degree certificate and
        Transcripts after graduation
What is the service?          Obtaining /collecting a Degree certificate and
                              Transcripts after graduation
Am I eligible?

Department to be approached         Registrar’s Office

When can         I   access   the Monday to Friday: 7:00 am to 5:00 pm
service?

Time limit to access this 1 day
service? Or Once a request is
made or an application is
submitted, how long will it
take?

What, if any, are the costs for            Degree/ Transcripts fees: 5,000 RWF
accessing the service?

What      documents           are          A Degree, requires a clearance form and copy of
required?                                   National Identity card or Valid passport
                                           Transcript, requires application letter, two passport
                                            size photos, copy of National Identity card or Valid
                                            passport and bank slip
What is the procedure?                     Send an application letter accompanied with the
                                            above documents to the Registrar’s Office.
What,      if    any,    other
institutions do I need to visit
to access the service? (Eg. for Bank for Payment.
payment of service costs or
to get additional documents)

Is   there       a     complaint Complaints can be addressed to the Academic Registrar,
procedure?                       and when not solved contact Vice Rector in charge of
                                 Academic Affairs, or send an email: info@rbc.ac.rw

Is   there  any  additional Always visit RBC website: www.rbc.ac.rw          for
information regarding this information.   For further information call on this
service that is useful to telephone tigo number: 0788300601 during office hours
know?

Available forms                     None

Relevant legal documents               Law    N° 54/2010 of 25/01/2011 establishing
                                        Rwanda      Biomedical Center  (RBC)     and
                                        determining its mission, organization and
                                        functioning
   General Academic Regulations
     6. Type of service: Obtaining a recommendation/ To Whom It
        May Concern or any Testimonial from Academic Services
What is the service?              Obtaining a recommendation/ To Whom it may concern
                                  or any Testimonial :
Am I eligible?
                                  Registered student can apply for       any   one   of the
                                  documents mentioned above

Department to be approached       Registrar’s Office

When can         I   access   the Monday to Friday: 7:00 am to 5:00 pm
service?

Time limit to access this 2 days
service? Or Once a request is
made or an application is
submitted, how long will it
take?

What, if any, are the costs for  Free of charge for graduates who have not received
accessing the service?             their Degree certificates.
                                 5000 Rwf for students who need it for other purposes
What       documents       are  Application letter addressed to the Registrar
required?                        Clearance form,
                                 one passport size photo
                                 Copy of National Identity card or Valid passport
What is the procedure?          Send an application letter accompanied with the above
                                documents to the registrar’s Office.

What,      if    any,    other Bank for Payment.
institutions do I need to visit
to access the service? (Eg. for
payment of service costs or
to get additional documents)

Is   there       a     complaint Complaints can be addressed to the Academic Registrar,
procedure?                       and when not solved contact Vice Rector in charge of
                                 Academic Affairs, or send an email: info@rbc.ac.rw

Is   there  any  additional       Always visit RBC website: www.rbc.ac.rw for
information regarding this        information. For further information call on this
service that is useful to         telephone tigo number: 250 0727111031/ 0788838277
know?                             during office hours

Available forms                   None

Relevant legal documents             Law N° 23/2008 of 22/07/2008 determining the
                                      structure, organisation and its functioning
   General Academic Regulations
     7. Providing Health Community Service
What is the service?      Providing Health Community Service by:
                          Diagnosis and treatment of Disease of vulnerable
Am I eligible?
                          communities (orphan, Urban citizen’s) and others
                          community for Health promotion.

                          The dental department does a screening in different
                          orphanages (Kwa Gisimba) and those who are sick
                          are treated in dental Clinic. It also does each year
                          screening and treatment of rural communities in
                          Kirehe District.

                          The ophthalmology department works with army
                          (Rwanda Defense Force) to do screen and treatment
                          in different province in rural communities.

                          The department of Physiotherapy does outreach for
                          health promotion in school Green Hills and at the US
                          Embassy for ergonomics.

                          The communities Health Outreach Program in
                          collaboration with Environmental Health Sciences
                          department and Nursing department does the
                          training of CHWs (Community Health Workers) on
                          Developing the capacity of Community Health
                          Workers and the community to respond to
                          STIs/HIV/AIDS challenges.

                          The department of Biomedical Laboratory Sciences
                          does an intervention for Students Supporting
                          Students:   Towards     Addressing the HIV/AIDS
                          Epidemic in Rural Youth in Rwanda.

                          The department of Mental Health does the
                          intervention through a survey on traumatism of
                          Cyangungu’s population after earthquake in 2009.

                          In general the Heal School give services to the
                          principal clients which are the students

Department     to     be All the department of Heal School
approached

When can     I access the Monday to Friday : 7:00 am to 5:00 pm
service?
                             For outreach the service is done periodically

Time limit to access this We don’t have norms of that. But, it depends of
service? Or        Once a service requested. Mainly the service is done quickly
request is made or an as possible as.
application is submitted,
how long will it take?

What, if any, are the costs Fee of the service requested.
for accessing the service?

What     documents       are   Completed application form
required?                      Photocopy of documents required
                               Colored, recently taken passport size photos
                               Receipt of payment of fee required
                               For outreach alloys we need the authorization
                                from ministries
What is the procedure?       Complete the application required then they give the
                             date to back taking the document.

What,     if   any,    other To pay at the bank the fee required, sometime to
institutions do I need to bring documents from “Caisse sociale”, FARG
visit to access the service?
(Eg.    for   payment     of
service costs or to get
additional documents)

Is  there    a    complaint There is an appear committee regarding the marks if
procedure?                   the student is not satisfied by his marks he can
                             complain at the department level and they appear
                             committee    can    make     decision    and give
                             recommendation in aim to solve the conflict.

Is there any additional      Always visit rbc website: www.rbc.gov.rw for
information regarding this   information.  For further information call on this
service that is useful to    telephone number: (+250) 252572172 / 252571788
know?                        Fax: (+250) 252571787

Available forms              Application form

Relevant legal documents     Law N° 54/2010 of 25/01/2011 establishing Rwanda
                             Biomedical Center (RBC) and determining its mission,
organization and functioning
     8. Providing International vaccination


What is the service?       Providing International vaccination to travelers

Am I eligible?

Department       to    be Institute of HIV/AIDS, Diseases Prevention and Control
approached                 /Vaccine Preventable Diseases Division

When can I access the Monday to Friday 7:00am to 5:00pm
service?

Time limit to access Immediate/Daily
this service? Or Once
a request is made or
an      application is
submitted, how long
will it take?

What, if any, are the The cost of the service: - Yellow fever vaccine: actually 2
costs for accessing the 000Frw is going to be updated  soon
service?                Meningitis vaccine : 8 400Frw

What documents are None
required?

What       is         the You have to come to the Vaccine preventable Disease
procedure?                 Division

What, if any, other RBC/IHDPC Department Vaccine Preventable Department
institutions do I need
to visit to access the
service?     (Eg.   for
payment of service
costs     or   to  get
additional documents)

Is there a complaint Complaints must be addressed in writing, by e mail or
procedure?           telephone to the Deputy Director General of RBC and Head
                           of the Institute of HIV/AIDS, Diseases Prevention and
                           Control    Phone    No.     0788304829    and   e-mail:
                           anita.asiimwe@gmail.com or to the Head of Vaccine
                           Preventable Disease Division Phone No 0785152534, email
                           Maurice GATERA: gamaurice2003@yahoo.fr
Is there any additional Always visit rbc website: www.rbc.gov.rw for information.
information regarding For further information, contact the
this service that is Deputy Director General of RBC and Head of the Institute
useful to know?         of HIV/AIDS, Diseases Prevention and Control Phone No.
                          0788304829 and e-mail: anita.asiimwe@gmail.com or
                          Head of Vaccine Preventable Disease Division Phone No
                          0785152534,        email         Maurice      GATERA:
                          gamaurice2003@yahoo.fr
Available forms           None

Relevant          legal    Law   N° 54/2010 of 25/01/2011 establishing Rwanda
documents                 Biomedical Center (RBC) and determining its mission,
                          organization and functioning
     9. Providing mental health care to the Community

What is the service?      Providing mental health care to the Community :
                          Make effective mental health services available to the
Am I eligible?            population in terms of prevention, care, treatment, and
                          rehabilitation equitably, effectively in the best interests
                          of the users and the limits of the available resources, by
                          privileging the community interventions of proximity
Department       to    be Institute of HIV/AIDS, Diseases Prevention and Control/
approached                Mental Health

When can I access the Monday to Friday 7:00am to 5:00pm
service?

Time limit to access Immediately
this service? or

Once a request is
made or an application
is submitted, how long
will it take?

What, if any, are the None
costs for accessing the
service?

What documents are None
required?

What       is         the Address to the mental health service directly
procedure?

What, if any, other Ministry of Health
institutions do I need
to visit to access the
service?     (Eg.   for
payment of service
costs     or   to  get
additional documents)

Is there a complaint Complaints must be addressed in writing, by e mail or
procedure?           telephone to the Head of the Mental Health Division
                           Phone       No.    078837620            and       e-mail:
                           ykayiteshonga@yahoo.fr


Is there any additional Always       visit   rbc   website:   www.rbc.gov.rw      for
information regarding information. For further information, contact the Head
this service that is of the Mental Health Division Phone No. 078837620 and
useful to know?       e-mail: ykayiteshonga@yahoo.fr

Available forms           None

Relevant          legal    Law N° 54/2010 of 25/01/2011 establishing Rwanda
documents                 Biomedical Center (RBC) and determining its mission,
                          organization and functioning
   10.   Providing referral and specialized medical laboratory testing

What is the service?          Providing referral and specialized medical laboratory
                             testing to the Hospital, Private Clinic or to anybody
Am I eligible?               who request
Department       to      be Institute  of HIV/AIDS, Diseases Prevention and
approached                   Control - NRL Division

When can I access the Monday to Thursday 7h:00AM to 5:00PM
service?              Friday 7:00am to 12:00pm

Time limit to access this Variable depend on the laboratory quested test
service?or

Once a request is made
or    an application is
submitted, how long will
it take?

What, if any, are the Variable depend on the laboratory quested test
costs for accessing the
service?

What    documents      are Completely filled request form
required?

What is the procedure?       You have to come to the NRL Division

What,     if  any,   other   Depends on the disease
institutions do I need to
visit   to   access    the   Every laboratory test has its sample requirements to
service? (Eg. for payment    ensure the quality and exactitude of results. Any
of service costs or to get   unacceptable sample will not be tested.
additional documents)

Is there a       complaint Complaints must be addressed in writing, by e mail
procedure?                   or telephone to the Deputy Director General of RBC
                             and Head of the Institute of HIV/AIDS, Diseases
                             Prevention and Control Phone No. 0788304829 and
                             e-mail: anita.asiimwe@gmail.com or to the Head of
                             NRL Division Dr Odette MUKABAYIRE Phone No
                             078833186, <oxm3@aol.com>,

Is there any additional Always visit rbc website: www.rbc.gov.rw for
information      regarding information. For further information, contact the
this service that is useful Deputy Director General of RBC and Head of the
to know?                   Institute of HIV/AIDS, Diseases Prevention and
                           Control Phone No. 0788304829 and e-mail:
                           anita.asiimwe@gmail.com or to the Head of NRL
                           Division Dr Odette MUKABAYIRE Phone No
                           078833186, <oxm3@aol.com>,
Available forms            None

Relevant legal documents    Law     N° 54/2010 of 25/01/2011 establishing
                           Rwanda Biomedical Center (RBC) and determining
                           its mission, organization and functioning
        12. Drugs and quality control test of pharmaceuticals products

What is the service?         Drugs and quality control test of pharmaceuticals
                             products:
Am I eligible?
                             Rwanda Biomedical Centre (RBC/LABOPHAR) receives
                             the clients look for drugs and quality control test of
                             pharmaceuticals products

Department       to     be Customer care service or Central secretariat
approached

When can I access the Monday to Thursday: 7:00 am to 5:00 pm
service?
                             Friday: 7:00 am to 12:00 pm

Time limit to access this Immediately
service?or

Once a request is made
or an application is
submitted, how long will
it take?

What, if any, are the There is no charge for this service apart from the
costs for accessing the purchase of drugs or quality control test when the
service?                payment are made according to the price of drugs or
                             test needed

What    documents       are The purchase order is requested to the client
required?

What is the procedure?      - Go to the customer care desk for orientation,
                            - Explain the nature of service you request,
                            - you will be oriented
What,     if any,     other Ministry of Health
institutions do I need to
visit   to   access   the Bank for payment
service?      (Eg.     for
payment of service costs
or to get additional
documents)

Is there a       complaint Complaint can be addressed to Head of Division in
procedure?                   charge of Production, and when not solved contact
                           Director of Procurement and Medical Production; and
                           when not solved DG of RBC

Is there any additional Always visit RBC website: www.rbc.gov.rw for
information     regarding information. for further information call to + 250 252
this service that is useful 530 164 during office hours.
to know?

Available forms            There is no forms available

Relevant            legal Organic Law No 53/2010 of January 25th, 2010
documents                  establishing the Rwanda Biomedical Centre and
                           determining its mission, organization and functioning.
    13. Blood collection, testing and distribution to all hospitals in
    Rwanda
What is the service?      Blood collection, testing and distribution to          all
                          hospitals in Rwanda
Am I eligible?

Department        to   be Medical Production and Procurement/National Center
approached                for Blood Transfusion Division

When can I access the Monday to Sunday (Every day, 24Hours)
service?

Time limit to      access Immediate/Daily
this service?or

Once a request is made
or an application is
submitted, how long
will it take?

What, if any, are the The NCBT, to achieve this service needs to mobilize
costs for accessing the Rwandan people for donating blood voluntary and
service?                without remuneration. Donate blood and save lives!

                            Blood & blood component distributed to hospitals: No
                            cost

                            Immuno-Hematology testing: 3000 Frw for each test

                            IDT testing: 6000 Frw for each test

                           The Rhogam is free of charge for Rwandans or
                           spouse of Rwandan nationals.
                           The Non Rwandans will have to pay 41.000 Frw for
                           the rhogam.
                           Besides, all patients regardless their nationalities will
                           pay fees for ABO&Rh and Antibody screen testing
                           equal to 6000 Frw.
What documents         are Order form for request of blood & blood component
required?                  filled by a Medical Doctor

What is the procedure?      After communicating the request verbally (by
                            telephone), a nurse from hospital has to come to get
                          units of blood to the RBC/NCBT


What, if any, other None
institutions do I need
to visit to access the
service?      (Eg.     for
payment      of    service
costs     or    to     get
additional documents)

Is there a   complaint       Complaints should be addressed on toll free
procedure?                    number: 1011;
                             Contact nearest Regional Blood Transfusion Center
                              (Kigali,  Butare,    Ruhengeri,    Karongi   and
                              Rwamagana);
                             Send an email on : info@cnts.gov.rw

Is there any additional   Always visit RBC website: www.rbc.gov.rw for
information regarding     information. For further information, contact the
this service that is      nearest Regional Blood Transfusion Center (Kigali,
                          Butare, Ruhengeri, Karongi and Rwamagana); -Send
useful to know?
                          a message on NCBT: info@cnts.gov.rw
Available forms           None

Relevant          legal Law N° 54/2010 of 25/01/2011 establishing Rwanda
documents               Biomedical Center (RBC) and determining its mission,
                        organization and functioning
      15. Type of service: Provision of Blood to Hospitals
What is the service?       Provision or Distribution of tested        Blood to
Am I eligible?             Hospital
                           Blood is distributed free of charge to all Rwandan
                           Hospitals and private clinics.
Department      to     be National Centre for Blood Transfusion at following
approached                 blanches:
                                NCBT/ RCBT Kigali opposite to SERENA
                                 HOTEL
                                RCBT Karongi
                                RCBT Rwamagana
                                RCBT Huye
                                RCBT Musanze
                           Or Contact the RBC/CNTS at the toll free number
                           1011.
When can I access the Monday to Sunday: 24/7
service?
Time limit to access The hospital may make an order by telephone
this service? Or    Once before coming to any of the RBC/CNTS Branches.
a request is made or an
application             is Because blood is need urgently, orders are taken
Submitted, how long by order of arrivals. But sometimes emergencies
will it take?              do account.
                           It takes 1 to 2 hours to process a request of blood
                           depending on the quantities of ordered blood.
What, if any, are the No cost
costs for accessing the
service?
What documents are Well completed request form, completed by a
required?                  medical Doctor.
What is the procedure? You have to attend to the RBC/CNTS or one of the
                           four regional centres for blood transfusion, inform
                           the customer officer that you need blood and
                           present the order to the distribution Laboratory
                           which will give you an appointment.
                           An order and an appointment can be made by
                           phone.

What, if any, other None
institutions do I need
to visit to access the
service?    (Eg.     For
payment     of   service
costs    or    to    get
additional documents)
Is there a complaint     Toll   free    number    1011    for  post-donation
procedure?               information
Is there any additional  Always visit rbc website: www.rbc.gov.rw for
information regarding    information.
this service that is     Or send an e-mail on : info@cnts.gov.rw
useful to know?          Or you can call us on our Toll Free number: 1011
                         Or you call us on 252 570 408
                         Or letter in P.O. Box 4719 Kigali-Rwanda
Available forms          None
Relevant           legal  Law N° 54/2010 of 25/01/2011 establishing
documents                   Rwanda       Biomedical   Center    (RBC)   and
                            determining its mission, organization and
                            functioning
                          Guidelines for Rational use of blood and blood
                            products, blood request form, emergency
                            release of blood form
   16. Type of service: Provision or Distribution of Blood to nominal
   patients
What is the service?   Provision or Distribution of Blood to nominal patients
Am I eligible?
Department to be National Centre for Blood Transfusion at following
approached             blanches:
                           NCBT/RCBT Kigali opposite to SERENA HOTEL
                           RCBT Karongi
                           RCBT Rwamagana
                           RCBT Huye
                           RCBT Musanze
                       Or Contact the RBC/CNTS at the toll free number
                       1011.
When can I access Monday to Sunday: 24/7
the service?
Time limit to access Because blood is sometimes needed as an emergency
this service? Or       the following time is required for nominal distribution
Once a request is of blood.(Distribution to a patient)
made        or     an
application         is (approximate Blood Bank              Extent of
Submitted, how long minutes)              Can Issue         Testing Done
will it take?
                        <5                Type, O Rh-       None
                                          neg RBC’s
                        5 – 10            RBC’s of          Patient’s ABO and
                                          patient’s own     Rh typing, no
                                          ABO and           Crossmatch
                                          Rh types
                        15                Crossmatched      ABO and Rh
                                          ABO and Rh        typing,
                                          specific RBC’s    Crossmatch,
                                                            (assuming
                                                            “immediate spin”
                                                            crossmatch), no
                                                            antibody screen
                        45 – 60           Serologically     Full pre-
                                          compatible        transfusion
                                          RBC’s             testing,
                                                            including antibody
                                                            screen
What, if any, are the    No cost
costs for accessing
the service?
What documents are      Well completed request form, completed by a medical
required?               Doctor
What       is     the   You have to attend to the RBC/CNTS or one of the
procedure?              four regional centres for blood transfusion, inform the
                        customer officer that you need blood.
What, if any, other None
institutions    do    I
need     to  visit   to
access the service?
(Eg. For payment of
service costs or to
get         additional
documents)
Is there a complaint Toll free number 1011 for post-donation information
procedure?
Is      there       any Always visit rbc website: www.rbc.gov.rw
additional              Or send an e-mail on : info@cnts.gov.rw
information             Or you can call us on our Toll Free number: 1011
regarding          this Or you call us on 252 570 408
service that is useful Or letter in P.O. Box 4719 Kigali-Rwanda
to know?
Available forms         None
Relevant          legal  Law      N° 54/2010 of 25/01/2011 establishing
documents                  Rwanda Biomedical Center (RBC) and determining
                           its mission, organization and functioning
                         Guidelines for Rational use of blood and blood
                           products, blood request form, emergency release
                           of blood form
   17. Type of service: Immunohematology tests to all patients as
   ordered by a physician
What is the service?       ABO&Rh testing, Coombs direct and indirect to all
                           patients as ordered by a physician
Department       to     be National Centre for Blood Transfusion at following
approached                 blanches:
                               NCBT/ RCBT Kigali opposite to SERENA HOTEL
                               RCBT Karongi
                               RCBT Rwamagana
                               RCBT Huye
                               RCBT Musanze
                           Or Contact the RBC/CNTS at the toll free number
                           1011.
When can I access the Monday to Friday: 7hoo-5h00
service?
Time limit to access this      It takes 20 min for presenting to the nurse and
service? Or                      blood sample collection
                               It takes 30 min to 1hour for ABO& Rh grouping
Once a request is made         It takes one day for having the results of the
or an application is             Coombs direct and coombs indirect
Submitted, how long will
it take?
What, if any, are the 3000 Frw for each test
costs for accessing the
service?
What     documents     are Request form from a medical doctor
required?
What is the procedure?     You have to attend to the CNTS, and present the
                           order to the customer care officer who will charge
                           you first the money for the tests.
                           The customer care officer will direct you to the nurse
                           for sample collection and after that you will be
                           explained on the time to wait.
What,     if any,   other Government medical doctor.
institutions do I need to
visit   to   access    the
service?      (Eg.     For
payment of service costs
or to get additional
documents)
Is there a complaint        Toll free number 1011 for post-donation information
procedure?
Is there any additional   Always visit rbc website: www.rbc.gov.rw         for
information    regarding  information.
this   service  that   is Or send an e-mail on : info@cnts.gov.rw
useful to know?           Or you can call us on our Toll Free number: 1011
                          Or you call us on 252 570 408
                          Or letter in P.O. Box 4719 Kigali-Rwanda
Available forms           None
Relevant            legal  Law       N° 54/2010 of 25/01/2011 establishing
documents                    Rwanda Biomedical Center (RBC) and determining
                             its mission, organization and functioning
                           Guidelines for Rational use of blood and blood
                             products, blood request form, emergency release
                             of blood form
 19. Type of service: Infectious diseases testing to all patients as
 ordered by a physician
What is the service?      Hepatitis B, Hepatitis C, Sysphilis tests to all
Am I eligible?            patients as ordered by a physician
Department to be          National Centre for Blood Transfusion at
approached                following blanches:
                               NCBT/ RCBT Kigali opposite to SERENA
                                 HOTEL
                               RCBT Karongi
                               RCBT Rwamagana
                               RCBT Huye
                               RCBT Musanze
                          Or Contact the RBC/CNTS at the toll free
                          number 1011.
When can I access the     Monday to Friday: 7h00-5h00
service?
Time limit to access this It takes one day for having the results
service? Or Once a
request is made or an
application is Submitted,
how long will it take?
What, if any, are the     6000 Frw for each test
costs for accessing the
service?
What documents are        Request form from a medical doctor
required?
What is the procedure?    You have to attend to the RBC/CNTS or one of
                          the four regional centres for blood transfusion,
                          and present the order to the customer care
                          officer who will charge you first the money for
                          the tests.

                             The customer care officer will direct you to the
                             nurse for sample collection and after that you
                             will be explained on the time to wait.
What, if any, other          Government medical doctor.
institutions do I need to
visit to access the
service? (Eg. For
payment of service costs
or to get additional
documents)
Is there a complaint          Toll free number 1011 for post-donation
procedure?                    information
Is there any additional       Always visit rbc website: www.rbc.gov.rw
information regarding         Or send an e-mail on : info@cnts.gov.rw
this service that is useful   Or you can call us on our Toll Free number:
to know?                      1011
                              Or you call us on 252 570 408
                              Or letter in P.O. Box 4719 Kigali-Rwanda
Available forms               None
Relevant legal documents       Law N° 54/2010 of 25/01/2011 establishing
                                 Rwanda Biomedical Center (RBC) and
                                 determining its mission, organization and
                                 functioning
                               Guidelines for Rational use of blood and
                                 blood products, blood request form,
                                 emergency release of blood form
     20. Type of service: Provision of RhoGam to patients

What is the service?   Distribution of Rho D immunoglobulin to patients
Am I eligible?         Rho D Immunoglobulin are given to:
                          1. Rh-negative women of childbearing age NOT
                              previously sensitized to Rh0(D)-positive blood
                              (e.g., first pregnancy) whose unborn child’s
                              blood type or the father of the unborn child’s
                              blood type is Rh0(D)-positive or Rh0(D)
                              unknown and are at risk for exposure of fetal
                              blood to the maternal circulation will receive
                              RhoGam during pregnancy on or around 28
                              weeks gestation and within 72 hours:
                           of any vaginal bleeding during pregnancy
                           following any amniocentesis, chorionic-villi
                              sampling, percutaneous umbilical cord blood
                              sampling, or intrauterine fetal transfusion
                           following a miscarriage or abortion
                           following delivery of Rh positive infant
                           following blunt abdominal trauma


                         2. All Rh negative females of childbearing age or
                            younger who have been unintentionally exposed
                            to Rh positive blood will receive Rh immune
                            globulin as advised by the blood bank physician.

                         NB: If it is known that the fetus is Rh negative, the
                         patient does not require RhoGam.

Department to be       National Centre for Blood Transfusion at following
approached             blanches:
                           NCBT/ RCBT Kigali opposite to SERENA HOTEL
                           RCBT Karongi
                           RCBT Rwamagana
                           RCBT Huye
                           RCBT Musanze
                       Or Contact the RBC/CNTS at the toll free number
                       1011.
When can I access      Monday to Sunday: 24/7
the service?
Time limit to access     It takes 30 to 1hour for testing and distribution of Rho
this service? Or         D immunoglobulin.
Once a request is
made or an
application is
Submitted, how long
will it take?
What, if any, are the    The Rhogam is free of charge for Rwandans or spouse
costs for accessing      of Rwandan nationals.
the service?             The Non Rwandans will have to pay 41.000 Frw for the
                         rhogam.
                         Besides, all patients regardless their nationalities will
                         pay fees for ABO&Rh and Antibody screen testing
                         equal to 6000 Frw.
What documents are       The RhoGam will be provided presentation of a signed
required?                request form(Ordonnance) from a Medical Doctor
What is the              You have to attend to the RBC/CNTS or one of the
procedure?               four regional centres for blood transfusion, and
                         present the order to the distribution Laboratory as well
                         as the following samples:
                            1. Sample of the newborn(if applicable)
                            2. Sample of the mother
What, if any, other      Government medical doctor.
institutions do I need
to visit to access the
service? (Eg. For
payment of service
costs or to get
additional
documents)
Is there a complaint     Toll free number 1011 for post-donation information
procedure?
Is there any             Always visit rbc website: www.rbc.gov.rw         for
additional               information;
information regarding    Or send an e-mail on : info@cnts.gov.rw
this service that is     Or you can call us on our Toll Free number: 1011
useful to know?          Or you call us on 252 570 408
                         Or letter in P.O. Box 4719 Kigali-Rwanda
Available forms          None
Relevant legal            Law       N° 54/2010 of 25/01/2011 establishing
documents       Rwanda Biomedical Center (RBC) and determining
                its mission, organization and functioning
               Guidelines for Rational use of blood and blood
                products, blood request form, emergency release of
                blood form
    21. Type of service: Training /internships to university students:
What is the service?            Training sessions(internships) to        university
Am I eligible?                  students:
                                   1. Students in health related domain:
                                    Medical Laboratory
                                    Pharmacy
                                    Medical doctors
                                    Biotechnology
                                   2. Students in Finance, IT, administration
                                       domain
Department to be                NCBT Direction
approached
When can I access the           Monday to Friday: 7h00-5h00
service?
Time limit to access this       One week
service? Or
Once a request is made or an
application is Submitted,
how long will it take?
What, if any, are the costs     NONE
for accessing the service?
What documents are              Recommendation letter from the institution
required?
What is the procedure?           The      student/Institution   will  present    a
                                   requesting letter addressed to the Director
                                   General of the RBC/CNTS specifying the type
                                   of internship and the duration.
                                 The request can be accepted or reject
                                   depending the availability of places
                                 In any case an answer will be provided within
                                   one week.
What, if any, other             Have the recommendation letter from the hosting
institutions do I need to visit academic institution
to access the service? (Eg.
For payment of service costs
or to get additional
documents)
Is there a complaint            Toll free number for post-donation information
procedure?
Is there any additional      Always visit RBC website: www.rbc.gov.rw for
information regarding this   information;
service that is useful to    Or send an e-mail on : info@cnts.gov.rw
know?                        Or you can call us on our Toll Free number: 1011
                             Or you call us on 252 570 408
                             Or letter in P.O. Box 4719 Kigali-Rwanda
Available forms              None
Relevant legal documents     Law     N° 54/2010 of 25/01/2011 establishing
                             Rwanda       Biomedical   Center     (RBC)   and
                             determining its mission, organization and
                             functioning
   22. Type of service: Collection of Blood from voluntary non
   remunerated blood donors
What is the service?     Collection of Blood from Voluntary Non remunerated
Am I eligible?           Blood Donors.
                         You are eligible to donate blood if you fulfil
                         these criteria:
                              Only healthy individuals who are feeling well
                                at the time of donation will donate blood
                              Lower age limit to donate is 17 years
                              The maximum age to donate blood is 65 years
                              Donors should weigh at least 50 kg
                              Pregnant women should not donate blood
                              Women who are breastfeeding are deferred
                                from donating blood for one year minimum
                              Individuals who had dental procedures are
                                deferred for a six month period
                              Individuals who have body piercing should be
                                deferred for 6 months after the procedure
                              Donors who have used intravenous illegal
                                drugs should be deferred permanently
                              Males who have had sexual contact with
                                another male are deferred permanently
                              Donors presenting with cancer or any history
                                of Chronic diseases will not give blood
                              Individuals with diagnosis of HIV infection and
                                hepatitis viruses will not give blood
                         NB: A medical interview with a medical
                         doctor/Nurse will be performed to assess your
                         eligibility. Besides you are required to complete a
                         history and self exclusion questionnaire.
Department       to  be National Centre for Blood Transfusion at following
approached               branches:
                              NCBT/RCBT Kigali opposite to SERENA HOTEL
                              RCBT Karongi
                              RCBT Rwamagana
                              RCBT Huye
                              RCBT Musanze
                         Or Contact the RBC/CNTS at the toll free number
                         1011.
When can I access the Monday to Thursday: 7:00 am to 5:00 pm
service?                      Friday                 : 7:00 am to 12:00 pm
                              You can also access our service through mobile
                              collection sessions which are scheduled in schools or
                              remote areas even during the weekends.
Time limit to access this         Completion of a history and self exclusion
service? Or                          questionnaire takes 5 minutes.
                                  The medical interview will take up to 15
Once a request is made or            minutes
an        application      is     The blood donation process will take less than
Submitted, how long will             12 minutes
it take?                          The post-donation time of 15 minutes
What, if any, are the costs No cost
for accessing the service?
What       documents     are History and self exclusion questionnaire available at
required?                     the centre
What is the procedure?        You have to attend to the RBC/RBC/CNTS or to the
                              four regional centres for blood transfusion, inform
                              the customer officer that you need to donate blood.
                              A medical interview with a medical doctor/Nurse will
                              be performed to assess your eligibility. Besides you
                              are required to complete a history and self
                              exclusion questionnaire.
What,      if   any,   other NONE
institutions do I need to
visit    to    access    the
service? (Eg. For payment
of service costs or to get
additional documents)
Is there a complaint Toll free number for post-donation information
procedure?
Is there any additional Always visit RBC website: www.rbc.gov.rw for
information        regarding information;
this service that is useful Or send an e-mail on : info@cnts.gov.rw
to know?                      Or you can call us on our Toll Free number: 1011
                              Or you call us on 252 570 408
                              Or letter in P.O. Box 4719 Kigali-Rwanda
                              Information brochure for blood donation is
                              available.
Available forms               None
Relevant legal documents      Law    N° 54/2010 of 25/01/2011 establishing
                               Rwanda      Biomedical Center  (RBC)     and
                               determining its mission, organization and
                               functioning
                              Information brochure for blood donation is
                               available.
     SERVICES PROVIDED BY KING FAYCAL HOSPITAL
24.    Type of service: Providing Specialized Health care to the Community


What       is     the Clinical  Services (out-patients consultation, in-patients
service?              services)

Am I eligible?    The different clinical and support services are always work
                  for the patients’ wellbeing
Department to be Clinical Services concerned
approached
When can I access Emergency :24/24
the service
                  Inpatients : 24/24

                         Outpatients: from 7: AM to 12: AM

Time      limit     to   No time limit
access           this
service? Or Once a
request is made or
an application is
submitted,       how
long will it take?
What, if any, are           - 30% for other Medical Insurances
the     costs      for      - 100% for private clients.
accessing         the    According to the National tariff from Ministry of Health
service?
What      documents         - Medical Insurance
required                    - Transfer letter for the cases of community insurance
What        is    the    At the entrance of the hospital, the patients are received
procedure?               and oriented by the in charge of customer care
What, if any, other         - RAMA,
institutions do I           - CORAR,
need to visit to            - SORAS,
access the service?         - Banque National du Rwanda,
(e.g.: for payment          - Military Medical Insurance,
of service costs or         - Ministry of Health,
to get additional
documents)
Is       there       If you want any facilitation or if you find any challenge of
                     a
complaint            getting medical care, you firstly request the in charge of
procedure?           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 250 582421, 585397, 582469
Is      there    any Always visit rbc website: www.rbc.gov.rw for information.
additional            For further information call firstly the in charge of Customer
information           care on 250 582421, 585397, 582469
regarding        this
service    that    is
useful to know?
Available forms           Patient admission form
                          Medical feedback paper
                          Discharge form
Relevant        legal  Law N° 54/2010 of 25/01/2011 establishing Rwanda
documents                Biomedical Center (RBC) and determining its mission,
                         organization and functioning
                       Instructions from the Ministry of Health about transfers
                       Internal rules of KFH
                       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 KFH
25.   Type of service: Administrative Medical Certificate


What is the service?      Administrative Medical Certificate to anybody who needs
                          it
Am I eligible?

Department      to  be    Internal Medicine Department
approached
When can I access         Every day, from Monday to Friday at 12:AM
the service
Time limit to access      One Day
this service? Or Once
a request is made or
an     application   is
submitted, how long
will it take?
What, if any, are the     5, 000 RWF (Five thousand Rwandan francs) for the
costs for accessing       document and be ready to pay for general check-up.
the service?
What        documents   Receipt from the cashier stating what document
required                required
What         is    the   Pay the required money at the central reception or at
procedure?                 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 Any
institutions do I need
to visit to access the
service?     (e.g.: for
payment of service
costs    or    to   get
additional
documents)
Is there a complaint Complaints can be addressed to the Head of Department
procedure?              concerned; and when not solved contact the Director of
                        Medical Service; and when not satisfied contact Director
                        General of KFH

                          If you get challenges looking after the documents, you
                          call Customer care manager of KFH on 250 582421,
                       585397, 582469
Is      there     any For those who are affiliated to the medical insurances
additional             which accorded to their clients to access immediately
information            the services of KFH, they can use their insurances only
regarding this service for the exams requested by the doctors.
that   is useful to
know?                  Always visit rbc website: www.rbc.gov.rw for
                       information. For further information call firstly the in
                       charge of Customer care on 250 582421, 585397,
                       582469

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 cashier
Relevant          legal Instructions about the administrative medical certificate
documents
26. Type of service: Medical Expertise (Expertise Médicale)


What is the service?      Medical Expertise ( Expertise Médicale) to The
                          Prosecutions courts (NPPA) or the National Police or
Am I eligible?            to anybody who need it
Department        to   be Any service according to the specialist required
approached
When can I access the       Every day, from Monday to Friday at 12:AM
service
Time limit to access        One Day
this service? Or Once a
request is made or an
application            is
submitted, how long
will it take?
What, if any, are the       5, 000 RWF ( Five thousand Rwandan francs) for the
costs for accessing the     document and be ready to pay for general check-up.
service?
What           documents  Receipt from the cashier stating what document
required                  required
What          is     the   Pay the required money at the central reception or
procedure?                   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  The Prosecutions courts (NPPA) or
institutions do I need  National Police
to visit to access the
service?      (e.g.: for
payment      of   service
costs     or    to    get
additional documents)
Is there a complaint Complaints can be addressed to the Head of Department
procedure?                concerned; and when not solved contact the Director of
                            Medical Service; and when not satisfied contact Director
                            General of KFH

                        If you get challenges looking after the documents, you
                        call: 250 582421, 585397, 58246
Is there any additional For those who are affiliated to the medical insurances
information regarding which accorded to their clients to access immediately
this service that is the services of RBC, they can use their insurances only
useful to know?       for the exams requested by the doctors.

                        Always visit RBC website: www.rbc.org.rw for
                        information. For further information call firstly the in
                        charge of Customer care on 250 582421, 585397,
                        582469
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 KFH cashier
Relevant          legal Instructions about the medical expertise
documents
         27.     Type of service: Mortuary Service

What is the service? Am       Mortuary Service to anybody who needs it
I eligible?
Department       to    be     Social Service
approached
When can I access the         24/24hours
service
Time limit to access this     30 minutes
service?    or   Once   a
request is made or an
application is submitted,
how long will it take?
What, if any, are the         7, 500 RWF per night paid at the Central reception
costs for accessing the
service?
What           documents      Receipt from the cashier
required
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 Any
institutions do I need to
visit   to   access    the
service?      (e.g.:   for
payment of service costs
or to get additional
documents)
Is there a complaint Complaints can be addressed to the Head of
procedure?                 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 250 582421, 585397,
                            582469
Is there any additional The mortuary charges are paid 100 per 100, any
information     regarding insurance which could be used.
this service that is useful
to know?                    Always visit RBC website: www.rbc.org.rw for
                            information. For further information call firstly the in
                            charge of mortuary :or the Customer care on 250
                            582421, 585397, 582469
Available forms             None
Relevant    legal Instructions about mortuary management
documents
28.   Type of service: Post-mortem exam


What       is     the Post-mortem exam
service?

Am I eligible?
Department to be         Anatomopathology service and the service specialized for
approached               the suspected cause of the death
When can I access        One day
the service
Time      limit     to   8 hours
access           this
service? Or Once a
request is made or
an application is
submitted,       how
long will it take?
What, if any, are        20, 000 RWF ( Twenty thousand Rwandans francs)
the    costs       for
accessing         the
service?
What     documents       Receipt from the cashier of RBC/KFH
required
What        is    the    -   Pay 20000 FRWS to the cashier of RBC/KFH
procedure?               -   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      -   The Prosecutions courts, or
institutions do I        -   The National Police
need to visit to
access the service?
(e.g.: for payment
of service costs or
to get additional
documents)
Is       there    a      Complaints can be addressed to the Head of Department
complaint                concerned; and when not solved contact the Director of
procedure?               Administration; and when not satisfied contact Director of
                         Medical Services.

                     If you get the challenges, call 250 582421, 585397,
                     582469
Is     there     any The mortuary charges are paid 100 per 100, any insurance
additional           which could be used.
information
regarding       this Always visit RBC website: www.rbc.org.rw for information.
service    that   is For further information call firstly the in charge of
useful to know?      mortuary or the Customer care on 250 582421, 585397,
                     582469
Available forms     Form reserved to the post-mortem exam available to the
                    central secretary of KFH
Relevant      legal Instructions of the General Director of RBC about post-
documents           mortem exam
29. Type of service:    Medical outstanding research / Knowledge of Research
   Findings
What is the service?      Medical outstanding research/Knowledge of Research
                          Findings :
Am I eligible?            If a specific research has been commissioned and
                          findings have been approved by the Medical Research
                          Committee, RBC/KFH 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 Medical research Committee of RBC/KFH
approached
When can I access the       Ordinary job hours, from Monday to Friday at 12:AM
service
Time limit to access this   Depending to the specific research but we insure that
service? Or Once a          the service will be hurry as soon as possible
request is made or an
application            is
submitted, how long
will it take?
What, if any, are the       It depend to the type of research
costs for accessing the
service?
What          documents       Request including the Research topics;
required                      MoU, if applicable.
What is the procedure?       Address your request to the central reception of
                             RBC/KFH or call 250 582421, 585397, 582469
What, if any, other Any
institutions do I need to
visit   to    access    the
service?       (e.g.:    for
payment       of    service
costs      or    to     get
additional documents)
Is there a complaint Complaints can be addressed to the Head of
procedure?                   Department concerned; and when not solved contact
                             the Director of Medical Services; and when not
                             satisfied contact Director of General.

                            If you get challenges, contact General Director of
                            RBC/KFH : 250 582421, 585397, 582469
Is there any additional     Always visit RBC website: www.rbc.org.rw for
information   regarding     information. For further information call firstly the
this service that is        Director Medical Services/ or the Director General of
useful to know?             RBC/KFH on Tel: 250 582421, 585397, 582469
Available forms             None
Relevant          legal      Law      N° 54/2010 of 25/01/2011 establishing
documents                      Rwanda Biomedical Center (RBC) and determining
                               its mission, organization and functioning

                               Instructions about medical research ethic
30. Type of service:   Family Planning


What is the service?      Family Planning to anybody who needs it

Am I eligible?
Department       to be    Gynecology and obstetrics department/out-patient
approached                department
When can I access the     Ordinary job hours, from Monday to Friday at 12:AM
service
Time limit to access      One day
this service? Or Once
a request is made or
an      application  is
submitted, how long
will it take?
What, if any, are the     This service is dispensed for free cost;
costs for accessing
the service?             But other exams which could be requested by the
                         doctor should be paid according to the medical
                         insurance which you are affiliated.
What         documents Your old identification paper if you are an old case and
required                 your insurance card
What         is      the You firstly request the appointment either on phone:
procedure?               250 582421, 585397, 582469 in charge of the unit
What, if any, other Any
institutions do I need
to visit to access the
service?      (e.g.: for
payment of service
costs     or    to   get
additional documents)
Is there a complaint Complaints can be addressed to the Head of
procedure?               Department concerned; and when not solved contact
                         the Director of Medical Services; and when not satisfied
                         contact Director of General KFH.

                          If you get challenges, call on 250 582421, 585397,
                          582469
Is      there      any    This service required the consent of the couple and, of
additional information    course, the both members of the couple should be
regarding this service    present or the signed consent of one of the couple
that   is   useful  to    should be available before getting the chosen method.
know?
                         Always visit RBC website: www.rbc.org.rw for
                         information. For further information call firstly the
                         Director Medical Services/or the Director General of
                         RBC/KFH on Tel: 250 582421, 585397, 582469
Available forms          Consent form of the both members of the couple about
                         the chosen method
Relevant           legal  Law      N° 54/2010 of 25/01/2011 establishing
documents                   Rwanda Biomedical Center (RBC) and determining
    its mission, organization and functioning

   Instructions about the ministry health on the service
    of family planning in Rwanda
        31.     Type of service:        Providing information on Counseling and
   health information

What is the service?          Information Counseling and health information

Am I eligible?
Department        to   be Nursing Directorate
approached
When can I access the Ordinary job hours, from Monday to Friday at 12:AM
service
Time limit to access this One day
service?   Or     Once  a
request is made or an
application is submitted,
how long will it take?




What, if any, are the It depend on the planned project
costs for accessing the
service?
What             documents Request letter
required
What is the procedure?         Address your request to the central secretary of
                               RBC/KFH or call on 250 582421, 585397, 582469
What,     if    any,    other Any
institutions do I need to
visit    to    access     the
service?         (e.g.:    for
payment of service costs
or    to    get   additional
documents)
Is there a complaint Complaints can be addressed to the Head of
procedure?                     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 250 582421, 585397,
                              582469 for orientation
Is there any additional       Always visit RBC website: www.rbc.org.rw for
information      regarding    information. For further information call firstly the
this service that is useful   Director of Nursing / or the Director General of KFH
to know?                      on Tel:      250 582421, 585397, 582469            for
                              orientation
Available forms               None
Relevant legal documents       Law      N° 54/2010 of 25/01/2011 establishing
                                  Rwanda      Biomedical   Center    (RBC)      and
                                  determining its mission, organization and
                                  functioning

                                 Legal document establishing the King Faycal
                                  Hospital
     32. Type of service:   Hemodialysis

What       is    the Hemodialysis to anybody who needs it
service?

Am I eligible?
Department to be Hemodialysis Unit
approached
When can I access Every day, from 7: AM to 20: AM.
the service
                  N.B: for the emergency, any time, you can call on 250
                  582421, 585397, 582469 for orientation

Time      limit     to It depend to the patients numbers or to the machine
access           this available
service? Or Once a
request is made or
an application is
submitted,       how
long will it take?
What, if any, are For each séance, the private patient pays:
the    costs       for
accessing         the        - 230, 000 RWF for the first séance
service?                     - 140, 000 RWF for the following séances.

What     documents -   For the private, we need the medical report from the
required               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 Submit the request to Director General of RBC/KFH
procedure?
What, if any, other   Local government institutions,
institutions do I
need to visit to      Ministry of health,
access the service?
(e.g.: for payment    National Bank of Rwanda for payment
of service costs or
to get additional
documents)
Is       there    a   Complaints can be addressed to the Head of Department
complaint             concerned; and when not solved contact the Director of
procedure?            Medical Services; and when not satisfied contact Director
                      of General.

                      If you get challenges, call    on 250 582421, 585397,
                      582469 for guidance
Is      there     any The letter of financial management could be found after
additional            presenting the medical report to the social affairs of the
information regarding sector where the patient is coming from, and get there the
this service that is copy proving that you are unable to pay tour self the
useful to know?        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  RBC    website:   www.rbc.org.rw          for
                      information. For further information call firstly the Director
                      of Medical Services, or the Director General of RBC/KFH
                      on Tel: on 250 582421, 585397, 582469 for guidance
Available forms       None
Relevant        legal  Law N° 54/2010 of 25/01/2011 establishing Rwanda
documents                Biomedical Center (RBC) and determining its mission,
                         organization and functioning

                          National Health Services Policy
33. Type of service:   Medical Report



What is the service?          Medical Report    to the patient

Am I eligible?
Department     to  be The medical doctor who followed the patient
approached
When can I access the Ordinary job hours, from Monday to Friday at
service               12:AM

Time limit to access this     One day
service?     Or Once a
request is made or an
application is submitted,
how long will it take?
What, if any, are the         Any
costs for accessing the
service?
What           documents      An old identification number if any or a file number
required
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 Any
institutions do I need to
visit    to    access     the
service?         (e.g.:    for
payment of service costs
or    to    get   additional
documents)
Is there a complaint Complaints can be addressed to the Head of
procedure?                     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 on 250 582421, 585397,
                            582469 for guidance
Is there any additional This document is useful when you want to proceed
information      regarding for the help outside the hospital
this service that is useful
to know?                    Always visit RBC website: www.rbc.org.rw for
                            information. For further information call firstly the
                            Director of Medical Services ; or the Director
                            General of RBC on Tel: 0788300601 for guidance
Available forms             None
Relevant legal documents Instructions about medical report
34. Type of service:   Providing Training



What is the service?           Providing Training

Am I eligible?
Department     to          be Administration of RBC
approached
When can I access         the Ordinary job hours, from Monday to Friday at
service                       12:AM

Time limit to access this It depend to the training requested
service? Or Once a request
is made or an application
is submitted, how long will
it take?
What, if any, are the costs It depend to the training requested
for accessing the service?
What documents required     Letter of request addressed to         the   General
                            Director of RBC

                             Letter of recommendation from your institution
What is the procedure?       Address your request to the central secretary of
                             RBC
What,     if   any,    other Letter of recommendation from your institution
institutions do I need to
visit to access the service?
(e.g.:   for  payment     of
service costs or to get
additional documents)
Is    there   a   complaint Complaints can be addressed to the Head of
procedure?                   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 on 250 582421,
                           585397, 582469 for guidance
Is there any additional Always visit RBC website: www.rbc.org.rw for
information regarding this information. For further information call firstly the
service that is useful to Director of Medical Services, or the         Director
know?                      General of RBC on 0788300601 for guidance
Available forms            None
Relevant legal documents    Prime Minister order determining Civil Servants
                              Training
                            Instructions from the administration of RBC
                              about training
   35. Carrying out Payment for Goods and Services


What is the service?      Carrying out Payment for Goods and Services Any
                          individual or a body corporate who have supplied goods
Am I eligible?            and services to the RWANDA BIOMEDICAL CENTER has the
                          right to be paid for his/her services on time.

Department       to be    Division of Corporate Services
approached
When can I access         Monday through Friday from 7.00 am to 5.00 pm
the service
Time limit to access
this service? Or Once     5 working days
a request is made or
an      application  is
submitted, how long
will it take?
What, if any, are the     None
costs for accessing
the service?
What         documents    A copy of the service contract
required                  A Local Purchase Order
                          An original invoice
                          A signed delivery note for goods delivered
                          An acknowledgement report for a service rendered
What         is      the Forward the invoice together with supporting documents to
procedure?               the office of the Head of Division of Corporate Services
                         after obtaining visa from the user department
What, if any, other None
institutions do I need
to visit to access the
service?      (e.g.: for
payment of service
costs     or    to   get
additional
documents)
Is there a complaint Complaints regarding this service may be made either in
procedure?               person or in writing to the Director General of the Division
                         of Corporate Services. To request an appointment with the
                         Director General call 0788300601
Is       there       any Always visit RBC website: www.rbc.org.rw for information.
additional information For further information call firstly the Director of Corporate
regarding this service Services, or the Director General of RBC on 0788300601
that    is   useful   to for guidance
know?
Available forms          None

Relevant           legal    Law N° 54/2010 of 25/01/2011 establishing Rwanda
documents                    Biomedical Center (RBC) and determining its mission,
                                 organization and functioning

                                Law N° 12/2007 OF 27/03/2007 on Public Procurement,
                                 Ministerial Order N° 001/08/10/MIN of 16/01/2008
                                 establishing Regulations on Public Procurement and
                                 Standards bidding documents



  Done at Kigali, on ……/……/2011


Approved by Dr KAYUMBA Pierre Claver .


Ag Director General of RBC



Date:……………………………………………………………

								
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