New Health Charters Launched
By Francis Maingaila ♥️
Lusaka, Zambia24 — 27 November 2025
The Ministry of Health, in partnership with the Clinton Health Access Initiative (CHAI), has launched new health charters nationwide. The initiative introduces Service Delivery Charters for Level 1 and Level 2 hospitals to enhance accountability, transparency, and the quality of healthcare. The rollout is part of broader efforts to strengthen people-centred health services across Zambia.
Speaking on behalf of Health Minister Hon. Elijah Muchima, Permanent Secretary for Technical Services Dr. Kennedy Lishimpi described the launch as a “critical milestone” in improving healthcare professionalism and performance. He directed provincial health directors, medical superintendents, and facility in-charges to display and implement the charters immediately.
Dr. Lishimpi stressed that hospitals must conform to service standards without delay. He cited persistent inefficiencies, including late clinic start times at Kafue General Hospital, and noted similar challenges in Mbala, Kaoma, Mkushi, and Kabwe.
“We must start our clinics on time. Supervisors must enforce discipline and consistency,” he said.
The launched tools include Service Delivery Charters for Level 1 and Level 2 hospitals, as well as charters for statutory bodies such as the Zambia National Public Health Institute (ZNPHI), National Health Research Authority (NHRA), and National Food and Nutrition Commission (NFNC).
A Monitoring and Evaluation Framework and a Communication and Advocacy Strategy were also unveiled to enhance public awareness and track implementation.
The charters define patients’ rights and responsibilities, minimum service standards, expected professional conduct by health workers, essential medicine availability, and formal mechanisms for feedback and complaints.
Dr. Lishimpi described them as a social contract between citizens and the health system.
He explained that the charters align with the UPND government’s commitment to people-centred care, Vision 2030, the National Health Strategic Plan, and Sustainable Development Goal No. 3 on good health and well-being.
Dr. Lishimpi highlighted the roles of statutory bodies: ZNPHI’s charter strengthens national health security and outbreak response; NHRA’s charter guides research governance and evidence-based policymaking; and NFNC’s charter supports nutrition improvements and efforts to reduce stunting.
The Monitoring and Evaluation Framework ensures transparent and measurable implementation, requiring facilities to track performance, share results publicly, and report to provincial and national authorities.
The Communication and Advocacy Strategy empowers communities with information on services, rights, expected standards, and complaint channels.
Dr. Lishimpi thanked the Zambia Medicines Regulatory Authority (ZAMRA) and the Health Professions Council of Zambia (HPCZ) for financing the hospital charters and CHAI for printing all policy documents.
CHAI Country Director Hildah Shakwelele commended the Ministry of Health for leading the transition toward a people-centred health system. She noted CHAI’s support since 2021 through the People at the Centre of Health programme, initially focused on HIV services and later expanded to broader health system strengthening.
Shakwelele presented the Monitoring and Evaluation Framework, the Communication and Advocacy Strategy, and new Service Delivery Charters for statutory bodies.
She highlighted three priority actions for the national rollout: disseminating all approved documents to Level 1 and Level 2 hospitals, Training of Trainers to strengthen institutional capacity, and baseline assessments to establish performance benchmarks.
She reaffirmed CHAI’s commitment to support the government in institutionalising the tools nationwide, describing the launch as a “huge milestone” for Zambia’s health sector.
Permanent Secretary for the Management Development Division at Cabinet Office, Alfred Sakwiya, said the charters represent a “solemn promise” to citizens and reflect government commitment to transparency and quality healthcare.
He explained that the charters clarify the services citizens should expect, the standards to be upheld, the responsibilities of service providers, and the avenues for redress.
Sakwiya cautioned that many institutions already have charters that remain unseen or unused because they are not displayed.
“People do not know how long they should wait or where to complain. These documents must be prominently displayed and understood,” he said.
He added that the charters form part of ongoing public sector reforms aimed at strengthening performance and delivering value in time, cost, and quality.
He pledged continued oversight and technical support from the Cabinet Office.
Acting Manager for Enhanced Public Service under the Presidential Delivery Unit, Chitambeya Mvula Mukwangole, who read the statement on behalf of Kusobile Kamwambi, Head of the Presidential Delivery Unit said the launch signifies a renewed social contract between health institutions and communities.
She noted that the charters support President Hakainde Hichilema’s priorities, including improving maternal health outcomes and ensuring consistent availability of essential medicines.
Mukwangole emphasised that the charters will serve as tools for capturing citizen feedback and improving service delivery. Effective implementation will rely on integration with customer satisfaction tools and the Monitoring and Evaluation Framework.
She also highlighted the Citizens’ Support Portal, which allows the public to report grievances and share healthcare experiences.
“The new era places citizen voices at the centre of healthcare delivery,” she said.
Mukwangole announced that the Presidential Delivery Unit will work with the Ministry of Health to monitor provincial rollout and called on cooperating partners to continue supporting government reforms.
The launch, held in Lusaka, was attended by officials from Cabinet Office, provincial health directors, medical superintendents, statutory bodies, cooperating partners, and professional associations.
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