Provision of the public services by the Department of Health Protection of Pavlodar region

One of the forms of implementation of certain state functions, exercised to service receivers and aimed at realization of their rights, freedom and legitimate interests is provision of public services.

The Law of the Republic of Kazakhstan “On State Services” from April 15, 2013 N88-V provides for orientation of the activities of the government agencies to population and business as a service receiver of the state.

In the second priority direction of the Address of the President of the Republic of Kazakhstan N.Nazarbayev to the People of Kazakhstan from January 31, 2017, “The Third Modernization of Kazakhstan: Global Competitiveness”, the Head of the State charged to improve mass entrepreneurship, including optimization of the processes of provision of public services.

In order to implement the President’s Address to the People of Kazakhstan, amendments are made in the normative acts to reduce permits and improve the quality of public services rendered to the population.

Therefore, the main direction of the work of the Department of Health Protection of Pavlodar region is to improve the quality of public services, as today any interaction of a citizen with the government agency is connected with the services that have a corruption component.

Today, active work is carried out to make all services, rendered by the state, in electronic format. We inform service receivers that with development of the information technologies, an application for provision of public services can be submitted using web portal “e-government” – www.egov.kz .  The result of the public service is sent to the service receiver to the “personal account” with the electronic digital signature of the authorized person of the service provider.

The service receiver has the opportunity to obtain information of the status of provision of a public service using “personal account” of the portal as well as a contact center of provision of public services.

You can see the contact telephone numbers of the inquiry services of public service provision in the Internet resources of the Ministry of Health: www.mz.gov.kz , service provider: www.kooz.mz.gov.kz . The contact center of provision of public services: 1414, 8 800 080 7777.

RPI “Department of Health Protection of Pavlodar region of Health Protection Committee of the Ministry of Health of the Republic of Kazakhstan” provides the following public services:

  1. “Sanitary and epidemiological certificate of compliance (non-compliance) of the enterprise with the regulatory legal acts in the field of sanitary and epidemiological welfare of the population and hygienic standards”.
  2. “Business numbers to the enterprises producing food products”.
  3. “Sanitary and epidemiological certificate for the projects of construction, reconstruction and expansion of the enterprises of high epidemiological importance, which are subject to the state sanitary and epidemiological control and supervision, projects of development master plans of the city and rural areas, resort zones and plans of detailed planning”
  4. “Permission to work with microorganisms of I-IV groups of pathogenicity and helminths”.
  5. “Sanitary and epidemiological certificate of the agreement of expiry date and conditions of food storage”
  6. “Certificate of awarding a qualification category for specialists in the field of sanitary and epidemiological welfare of the population”.
  7. “Certificate of a specialist for access to clinical practice”.
  8. “Certificate with awarding the appropriate qualification category”.
  9. “Accreditation of health providers”.
  10. “Certificate for the access of foreign specialists to clinical practice, except for people, invited to carry out professional medical activities to the National Medical Holding and its subsidiaries as well as Nazarbayev University or its medical organizations, medical organizations of the Department of Presidential Affairs of the President of the Republic of Kazakhstan”.

All public services are free of charge. The requirements for provision of the public services are regulated by the order of the acting Minister of Health of the Republic of Kazakhstan from April 28, 2017 № 217 “On approval of the standards of the public services in the field of sanitary and epidemiological welfare of the population” and order of the Minister of Health and Social Development of the Republic of Kazakhstan from April 28, 2015 N294 “On approval of the standards of the public services in the field of medical activities”.

You can learn more additional information to the address: Pavlodar, Toraigyrov st., 74/1, tel.: 8 (7182) 55-39-14.

Quality of medical services

Quality of medical services is controlled by the Committee for Control of Quality of Medical Services of the Ministry of Health (hereafter – Committee) and its territorial subdivisions.
Citizens have the right to make a request to the Committee and its territorial subdivisions to consider their addresses in the following cases:
• dissatisfaction with quality of medical services;
• other claims to medical staff;
• assistance in high-specialized medical care.
Addresses can be individual or collective, in oral or written form.
A citizen has the right to authorize another person to write the address.
People have the right to make proposals, applications and complaints:
• in the Kazakh language;
• in the Russian language;
• in the native language;
• in any other language, they speak.
Answers are given in the Kazakh or Russian languages.
 
Period of consideration of citizen’s addresses
 
Citizen’s addresses are considered:
• 1 month;
• without additional study – 15 days.
Citizen’s addresses cannot be considered if:
 • it is anonymous;
 • there is information about mental illness of citizens.
 
Commission for consideration of citizen’s addresses
 
Primary citizen’s addresses for poor quality medical assistance and other cases are considered by means of creation of a commission by the order of the head of the territorial department of the Committee.
 Such addresses, which are not required to create a commission, are considered by a profile examination by specialists of the territorial department.
Special commissions are created in the following cases:  
• conflict cases of citizen’s addresses for poor quality medical assistance;
• repeated citizen’s addresses in case of new arguments and circumstances;
• addresses, unresolved by the territorial subdivisions of the Committee;
• necessity for additional inspection.
 
Registration of inspection of citizen’s addresses
 
Registration of inspections of citizen’s addresses is conducted by:
• committee and its territorial subdivisions for control of quality of medical services;
• territorial agencies of the Committee for Legal Statistics and General Prosecutor Office of Kazakhstan.
All materials of the inspection are sent to the local department of public health, judicial agencies, procurator’s office and financial police.

Organization and carrying out an internal examination of quality of medical services

1. Internal examination of quality of medical services (hereafter – internal examination) is carried out by the Internal Control Service (audit).
2. Structure of the Internal Control Service (audit) is approved by the head of the Department of Public Health, depending on the volume of medical services.
3. Internal Control Service (audit) coordinates work of medical facilities on control of quality of medical care in the following directions:
1) solution of problems (complaints) of patients during 5 days, taking into account satisfaction of patients and quality of medical services;
2)  effectiveness of use of human, material and technical resources;
3) evaluation of technologies of delivery of health care to patients;
4) observance of the rules of rendering guaranteed free medical care;
5) development of program activities, aimed at prevention and elimination of defects in work as well as improvement of quality of medical care.
4. The functions of the Internal Control Service (audit) are:
1) analysis of work of the subdivisions of the Department of Public Health taking into account evaluation of the own processes and procedures, implementation of the standards in the field of public health and use of internal indicators;
2) analysis of work of the nosocomial commissions;
3) giving information of the problems to the head of the Department of Public Health to make management decisions;
4) training and methodological assistance to medical staff concerning quality of medical care;
5) informing medical staff about measures for quality improvement and patient safety in medical facilities.
5. Internal Control Service (audit) works out the Program of continuous improvement of quality of medical care.
The Program includes:
1) purpose and objectives of the Program;
2) results of the analysis of work of the structural units as well as compliance of work of the subdivisions with the standards, established in the  field of public health;
3) activities for improvement of the results of work of each subdivision;
4) choosing responsible people  and term of the above-mentioned activities;
5) expected results of the Program.
6. Internal examination is made by evaluating the quality of medical care retrospectively.
7. Cases (activity sections – for nurse), which are subject to internal examination and periodicity of carrying out an internal examination.
8. All other cases of medical care have the same opportunity to be subjected to an internal examination.
9. Internal examination of quality of work of nurses is made with a view of improving the institution, providing modern types of nursing care to patients and implementation of the standards of medical care in work of nurses.
10. During the internal examination:
1) to assess health technology in compliance with the standards, established in the  field of public health;
2) to assess effectiveness of use of human, material and technical resources;
3) to learn citizen’s satisfaction concerning quality of medical care;
4) to develop recommendations for elimination and prevention of defects.      
11. The results of the internal examination are considered in the meetings of the nosocomial commissions, medical conferences to make management decisions in order to increase a knowledge level of medical workers and to develop optimal approaches to the diagnostic and treatment process.