HEALTH PROFESSIONS COUNCIL OF SOUTH AFRICA Protecting the public and guiding the

							Protecting the public and guiding the professions


                     CLIENT SERVICE CHARTER

This charter is our commitment to provide our clients with a high level of
service. It sets out service standards that our Department will maintain to
deliver first class service.

Our Vision: A quality, efficient and client-driven administration

Our values

   Integrity                               Batho Pele Principles
   Impartiality                            Decisiveness
   Efficiency                              Respect
   Effectiveness                           Transformation oriented
   Accountability




HPCSA Client Service Charter
            CPD, Registrations & Records Department
Our Service Pledge: Your needs, our priority

We, the CPD, Registrations and Records Department, commit ourselves to:

Registrations
 Verify registration documents received the day we receive them

   Capture registrations within 5 working days of receipt

   Verify captured information within 5 minutes of capturing

   Print registration certificates and letters of confirmation within 8 minutes and forward
    these to Registry for postage with a copy for practitioner’s personal file

   Assist walk-in clients with their registration within 8 minutes

   Process applications for restoration within 15 minutes of receipt of compliant
    application

Records
 Open a file for each applicant and/or practitioner when we receive the application

   Keep all correspondence between the Council and the practitioner on file

   Process changes of practitioner addresses or contact details within 6 minutes of
    receiving notification, and post a confirmation the same day

   Keep track of mail returned to Council and contact the practitioner concerned after 3
    attempts to establish whether there have been any changes in his/her address

   Issue COS, CEX, practising card, verification of qualifications, and intern duty
    certificates within 5 minutes of receipt of application

CPD
 Verify information and data capturing within 10 minutes of receipt of application

   Verify captured information within 4 minutes data capturing

   Compile reports from the Access database for CPD Committee within 45 minutes




HPCSA Client Service Charter
                      Financial Services Department
Our Service Pledge:             We provide you with accurate and reliable
                               financial information


We, the Financial Services Department, commit ourselves to:

   Process invoices and payments within 5 working days

   Process and pay claims within 5 working days

   Process refunds, overpayments, etc. within 5 days of the matter being brought our
    attention

   Issue order numbers and place orders within 3 days of receipt of a requisition

   Make monthly financial statements available to stakeholders on the 12 th day of each
    month

   Make monthly departmental expenditure reports available to stakeholders on the 15th
    day of the month

   Restore practitioners for whom there was a payment shortfall within 15 minutes of
    receipt of the relevant documentation

   Restore practitioners erased before 1992 within 30 minutes of receipt of relevant
    documentation

   Allocate and reconcile practitioner accounts within 1 day of receipt of payment




HPCSA Client Service Charter
                      Human Resources Department

Our service pledge: To strike a balance between the needs of the
                     employer & employees through best HR practices


We, the Human Resources Department, commit ourselves to:
Recruitment systems and procedures

   Update job descriptions before advertising

   Advertise positions within 2 days of receiving an approved requisition

   Conduct assessments for job candidates within one week of the closing date

   Conduct interviews within 1 week of the assessments

   Conduct reference checks within 2 days of the interviews

   Verify qualifications within the first month of an employee joining the organisation

   Approve minutes of the interviews within 2 days of the interview

   Advise the IT department 12 days in advance of new appointments for purposes of
    ensuring working tools on the first day of work

   Issue new employees with an induction pack on the first day of joining Council

   Compile an induction programme for new employees in consultation with the relevant
    departments/personnel and ensure it is signed off

Payroll and Benefits Management

   Process payroll and leave requests accurately

   Communicate changes in salary prior to the implementation thereof

   Issue payslips issued 3 days before payday

   Pay salaries on the 25th day of each month (or a Friday before if the 25 th falls over a
    weekend)

   Provide Management with leave reports on the last day of each month

   Submit pension and provident engagement forms within the first week of a new
    employee joining Council

   Issue a medical aid information pack the day a new employee joins Council

HPCSA Client Service Charter
   Submit statutory payments reports to the Finance Department on the 28th day of each
    month

Performance Management System (PMS)

   Ensure that each employee has a performance contract at the beginning of each
    financial year

   Send reminders to Management to ensure that performance appraisals are done on a
    quarterly basis

   Reward good performance at the end of each financial year

   Take corrective action for poor performance through ongoing monitoring of the PMS

Training and Development

   Ensure each employee has a development plan in place at the beginning of the
    financial year

   Ensure individual development plans are consolidated into the Workplace Skills Plan

   Submit the Workplace Skills Plan before the deadline stipulated by HWSETA

   Implement the Workplace Skills Plan before the SETA financial year end


Employment Equity

   Submit the employment equity report to the Department of Labour before the deadline

   Make appointments according to the employment equity plan

   Provide Management with employment equity statistics on a monthly basis


Employee Relations

   Provide sound advice to Managers with regard to labour relations matters

   Initiate grievance resolution processes within 1 day of receipt, or follow other steps as
    per grievance procedure time frames

   Initiate the process of misconduct management within 2 days of being reported

   Resolve grievances within 5 working days

   Respond to e-mails within 1 day of receipt

   Return calls within 1 day

HPCSA Client Service Charter
   Resolve employee queries within 24 hours of receipt


Personnel administration

   Open new staff files within 1 day of finalising employment offer

   Ensure that new staff submit required documentation on the first day of employment
    with HPCSA

   Update personnel files regularly and audit them twice a year, in January and in July




HPCSA Client Service Charter
                     Information Technology Department
       Our Service Pledge: An Information Technology (ICT) processes-
                           enabler for Council business and users

We, the Information Technology Department, commit ourselves to:

   Provide PC, telephone connection, log-in name and password within the 1st working
    day of new staff in response to requests from HR received 12 days in advance;

   Acknowledge receipt of calls requesting user-support within 15 minutes

   Assign calls to IT resource within 15 minutes of log-in

   Advise employees within 20 minutes of analysing the problem of the time it will take to
    resolve the problem

   Restore data after disaster or loss within 1 working day

   Request statistical data within 2 working days

   Undertake bulk printing within 3 working days of receipt




HPCSA Client Service Charter
Legal Services Department
Our Service Pledge: Ensuring Justice for All

We, the Legal Services Department, commit ourselves to:
Complaints management

   Acknowledge receipt of legal complaint within 7 days

   Provide feedback on each step of the complaints process to the complainant within 5
    working days

   Prosecute the matter within 18 months of submission of complaint

   Emphasize zero tolerance to would-be offenders and ensure that the penalties meted
    out are a deterrent and will rehabilitate unprofessional and non-compliant conduct

   Make information accessible to all who have a right to such information and in
    pursuance of the Promotion of Access to Information Act

   Ensure that information furnished is correct and of integrity

   Advise the complainant of the outcome of the complaint within 3 days of the final
    determination of the complaint

   Ensure that each Legal Advisor finalises a minimum of 36 cases a year


Advisory service to Council, Professional Boards and Administration

   Ensure a litigation-free environment by providing sound, well researched and legally
    binding advice to all the structures of Council

   Align internal processes and procedures with legislation and applicable legislative
    ordinances and regulations

   Draft and vet all legal documents for and on behalf of Council with 48 hours of receipt
    of a request

   Revise and update the Health Professions Act and Regulations when it is necessary or
    when the law dictates

Law enforcement

     Raise invoices for imposed fines within 2 days of matter being finalised

     Collect fines that are imposed within 1 month after the finalisation of the matter and
       6 months for those matters where the practitioner has failed to pay and summonses
       have to be issued

HPCSA Client Service Charter
    Conduct actual tracing of defaulting practitioners

    Conduct inspections in loco order to deter erased practitioners from practising their
       professions by doing blitz operations

      Forward data to the PR department for publicising guilty verdicts




HPCSA Client Service Charter
                        Professional Boards Department

Our Service Pledge: Efficient and professional secretarial and
                    administrative services and professional guidance
                    to the Professional Boards and the public

We, the Professional Boards Department, commit ourselves to:
Secretarial services and professional guidance to Professional Boards

   Make arrangements for meeting venues and travel for members 2 weeks before a
    meeting

   Prepare agendas qualitatively and distribute 2 weeks before the meeting

   Ensure that minutes reflect a true record of the meetings and are circulated within 7
    working days of meeting

   Execute resolutions within 14 working days of the meeting

   Provide sound advice which protects all structures from legal and other attacks

   Communicate policy decisions taken by Boards within 3 days

   Forward members’ subsistence and travel claims to Finance Department within 2 days
    of the meeting

Communication with stakeholders

 Answer telephone calls within 3 rings

 Return telephone calls within 24 hours

 Handle client queries (telephonic & e-mail) on the same date of receipt (including
    acknowledgement of receipt and an undertaking to revert to a person)

 Advise clients if their query has been forwarded to another department and follow up to
    ensure that it is resolved

   Engage the participation of stakeholders when policies are developed and/or amended

   Provide adequate feedback to stakeholders on the process of policy development

   Ensure staff members are well informed about the professions they deal with and are
    able to respond confidently to stakeholders’ queries

   Ensure staff members are polite, courteous and professional at all times

HPCSA Client Service Charter
            Public Relations & Service Delivery Department

Our Service Pledge: Client satisfaction is our priority

We, the Public Relations & Service Delivery Department, commit ourselves
to:

Media liaison / communication

   Respond to media enquiries within 24 hours

   Issue media releases within 24 hours

   Complete education releases requiring research within 48 hours

   Respond to medical articles on the day the article is published, and within 24 hours on
    issues requiring research

   Prepare briefs for spokespersons 72 hours prior to the interview, if alerted within this
    time-frame

   Print and distribute newsletters within 40 working days of Board/Council meetings

   Update the website daily to reflect latest policy developments

   Distribute information to identified stakeholders on the same day that the information is
    published or becomes available

   Distribute the Annual Report within 90 days of the financial year end (31 March each
    year) or within 3 weeks of receipt of approved financial statements

Service delivery

   Verify medical reports on the day of the request and within 24 hours for multiple
    documents

   Screen registration applications at Reception within 5 minutes of a client’s arrival

   Answer calls in the Call Centre within 3 rings of an agent becoming available

   Ensure Call Centre Agents are available on line 8 hours per day

   Resolve queries logged at Call Centre within 24 hours unless governed by a decision
    awaited from a Professional Board

   Respond to website queries within 24 hours unless governed by a decision awaited
    from a Professional Board



HPCSA Client Service Charter
                               Office of the Registrar
Our Service Pledge: A high level of client-consciousness and
                    impeccable leadership

We, the Office of the Registrar, commit ourselves to:

   Acknowledge receipt of correspondence on the same day of receipt

   Revert with a response to an inquiry/complaint within 3 working days of receipt

   Answer telephone calls within 3 rings

   Ensure the voicemail service is kept current and return calls within 24 hours

   Acknowledge e-mail enquires on the day of receipt and refer these to relevant
    departments where necessary. Advise clients if correspondence has been re-routed to
    another department and follow up to ensure that the matter is resolved

   Provide quality, well researched, strategic guidance to Management, Professional
    Boards and Council

   Ensure communication lines are open to staff and the public to raise concerns via the
    Chief Operations Officer and then to the Registrar if the matter remains unresolved

   Communicate all concerns raised by the Professional Boards to the Minister of Health
    when required within 24 hours, and report accordingly

   Convene Management Committee meetings bi-monthly

   Uphold a professional image of Council

   Provide feedback to the Professional Boards, Council and the Management Committee
    on all congresses attended by the Registrar/President and/or nominated representative
    within 1 week of returning from a congress

   Ensure agendas for Council, Exco and Council Committee meetings are well-
    researched, informative and seek to guide the meetings to achieve desired outcomes,
    and are circulated to members at least 2 weeks [14 working days] before the meeting

       Capture minutes of the meetings as accurately as possible and distribute to
        members at least 7 working days after the meeting

       Execute resolutions within 14 days of the meeting, including communicating policy
        decisions to Management and Professional Boards and relevant stakeholders




HPCSA Client Service Charter
                          Support Services Department
Our Service Pledge: An effective service-orientated support team
                    willing to render excellent service in all aspects of
                    support to Council's administration and all
                    stakeholders in order to achieve Council's goals


We, the Support Services Department, commit ourselves to:

Maintenance

   Acknowledge receipt of request for maintenance and/or repairs within 1 day and advise
    of the of the anticipated time frame to resolve the matter

   Communicate any anticipated and unforeseen delays

Mail room

   Process incoming mail within 24 hours of receipt

   Process mail between 24 and 48 hours of receipt in peak periods

   Receive and process courier mail until 14h00 daily

   Ensure trolley rounds take place twice daily at 10h00 and 14h00 starting from the 5th
    floor to the ground floor

   Ensure urgent mail is hand-delivered to various departments upon receipt

   Deliver mail collected from offices at 10h00 (trolley rounds) to intended recipients on
    the same day

   Deliver mail collected from offices at 14h00 (trolley rounds) either on the same day or
    no later than 10h00 the following morning

   Process and deliver official mail marked “personal” and received with cheques/postal
    orders to the addressee for perusal, and then direct such documentation to the Finance
    Department in accordance with procedures

Copy Shop

   Ensure reproduction of documents within 2 days of submission

Bookings of meeting venues

   Confirm availability of meeting venues immediately upon receipt of a telephonic request




HPCSA Client Service Charter
                                      Ombudsman
Our Service Pledge: Client Consciousness

We, the office of the Ombudsman, commit ourselves to:

   ensure a fair and justifiable process of mediation


   Regard information obtained during the process of mediation by the Ombudsman as
    confidential and privileged to the office. However, it may be made available upon
    request for submission to the Preliminary Committee of Inquiry should the matter
    proceed to that stage. Notice will be given to all parties involved


   Follow the mediation process on matters forwarded to the Ombudsman by the Legal
    Department, according to the following terms:


       1. Upon receipt of the file from the Legal Department, we will ensure that the Legal
       Department acknowledged receipt of the letter of complaint (statement of claim) to
       the complainant (claimant) before sending the file to the office of the Ombudsman


       2. The office of the Ombudsman shall notify the complainant that the matter was
       referred for mediation upon receipt of the file within 3 days and request further
       details of the claim if necessary, as well as the type of relief sought


       3. The office will send a notification within 3 days upon receipt of the file to the
       health professional (respondent) and request for explanation (further particulars)
       within 21 days excluding posting. The respondent may consult a legal
       representative for assistance)


       4. Upon receipt of an explanation from the respondent, the office will peruse the
       explanation together with the letter of complaint and supporting documents and may
       arrive at a provisional finding. The office will then undertake to do the following:
              (a) Discuss the merits of the complaint with the complainant, and/or
              (b) Advise the complainant to discuss the contents of the explanation
              provided with an independent practitioner of their choice, and/or

HPCSA Client Service Charter
               (c) Advise the complainant as to the merit of the explanation provided
              whereby the matter may be referred to the legal department upon written
              confirmation from the complainant, or
              (d) Advise the complainant of its decision to close file, and
              (e) Provide a copy of the explanation to the complainant upon request


5. Should the complainant be dissatisfied with the contents of the explanation provided by
the respondent, the complainant shall inform the office of the Ombudsman in writing within
14 days and provide reasons in substantiation as well as the type of relief sought


The complainant may be advised to:


        5.1 Attend a meeting with the Ombudsman at the discretion of the office for
       mediation with all parties involved at a time and venue mutually acceptable to all
       parties and upon receipt of all the requested documentary evidence, or


        5.2 Request the office of the Ombudsman in writing to refer the matter to the
       Preliminary Committee of Inquiry for a formal investigation


6. Should the complainant fail to inform the office, the office may close the file and inform
all parties involved


7. Upon failure of the respondent to provide the explanation requested within the specified
time and of being reminded thereof after two attempts, the statement of claim (letter of
complaint) shall then be forwarded for a formal investigation without delay


8. The parties involved are notified regarding the outcome of the complaint upon
completion of the investigation within 3 days




HPCSA Client Service Charter