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Portal Users' Charter

The Ministry of Health Portal is an important channel of communication between the Ministry and the beneficiaries of its services. The Portal has established a charter for such beneficiaries and users to provide them with a clear understanding of the portal duties and their responsibilities towards the Portal.


Vision
Leading the way in the enhancement and deliverance of health services, as well as facilitating e-services, information, and transactions between beneficiaries and employees of the MOH departments and facilities.

Mission
The MOH Portal seeks to contribute to putting into effect the Ministry's vision; namely, delivering best-quality integrated and comprehensive healthcare services, by providing e-services and the necessary information on all health services, in accordance with the globally approved standards.

Objectives

  • Finding out the newly introduced e-services throughout the MOH departments and sectors, and publishing them on the Portal, so as to be easily used.
  • Providing miscellaneous, highly professional informational content; including news, reports, activities and events, as well as awareness materials and coverage of WHO events.
  • Shedding light on the developments of health services and health-associated issues, and making them accessible through the Portal. 
  • Ongoing development of the Portal content, according to the best and highest quality standards.


Strategic Targets

  • Developing the MOH Portal to be deemed the online reference of the e-health services provided in the Kingdom.
  • Adopting the state-of-the-art technologies and methods of content display, with a view to attainting total quality in terms of both form and content.
  • Achieving the highest possible level of communication and interaction with the beneficiaries of the Portal's various services.
  • Providing a unique model of governmental e-transactions.


Users

  • All people living in the Kingdom of Saudi Arabia (citizens, residents and guests).
  • Business community.
  • MOH employees.
  • Those searching for information concerning the Saudi health affairs.


General Criteria

  • Adopting the world's most advanced technologies in service deliverance and information confidentiality.
  • Paying close attention to the content quality, through a constellation of professional cadres.
  • Compatibility with all web browsers, thus taking into account the users' various preferences. 
  • Receiving the Portal visitors' opinions and suggestions around the clock.


 

e-Services Standards

 

  • The time taken for the accessibility to the homepage and all other pages should not exceed a maximum of 6 seconds.
  • The time taken for the accessibility to the Portal’s homepage is about the average between 4-6 seconds.
  • Ratio of readiness is 99.4 %.
  • Yearly contained downtime hours may reach 2.19 days, equivalent to 52.56 hours.
  • Monthly contained downtime hours may reach 4.38 hours, equivalent to 262.8 minutes.

 

The Ministry of Health’s Portal is keen on enhancing the levels of performance and quality in order to improve the current ratio and reduce the Portal’s downtime.

 

Our Duties

Based on the vision and mission of the Ministry of Health, and in order to achieve the objectives of its portal, we seek to provide the best possible services to portal users including citizens, residents and visitors as well as the business sector.
To recognize what the portal will do to achieve these goals, we have identified the most prominent obligations of the portal as follows:

  • Help and Support: The portal aims to provide a variety of services to support anyone who has a link with the portal. It contains texts, video, and flash. It also provides various forms of linkages, including Frequently Asked Questions, Ease of Use, PDA, and mobile applications for visually impaired persons.
    For more information on the assistance and support services, please click here .
  • Privacy: We have strict policies in place to protect the confidentiality of all information transacted by us. For more information about the privacy policy, please click here 
  • e-Participation
    Portal administration provides details on how you can better engage with us and how to provide feedback on our performance for a mutually beneficial relationship. For more information about e-Participation, please click here
  • Complaints  and Suggestions The portal is continually looking at ways to improve services and therefore welcome feedbacks of its users regarding any aspects of performance and services. Once a complaint is received from you, we will take proactive steps to resolve the issue immediately and advise the complainant on the status update or outcome.
  • We are committed to assist our users and fulfill expectations about our services by providing ease of contact where their concerns can be lodged at ease. Users may contact us via the following channels:
  • Patient Complaint
    Directorate General of Patient Relationship Program
    Fax: 01 212 4559
    Tel: 01 212 4224
  • Portal Suggestions and Complaints 
    Portal Administration
    Tel:+966-1-2124432
    Email : portal@moh.gov.sa


Users Duties
In accordance with our commitment to provide our users and beneficiaries with  the best services, there are a set of responsibilities borne by these users and beneficiaries to get the desired result. Here are some details about the responsibilities of the user and beneficiary towards the portal:

  • Terms and Conditions of Use:
    • Users should fully understand the terms and conditions. For the full Terms and Conditions of Use, please click here.
  • e-Participation
    Portal administration provides details on how you can better engage with us and how to provide feedback on our performance for a mutually beneficial relationship. E-Participation includes a number of participatory tools, including e-voting, comments, health blog, forums and citizen's voice. For more information about e-Participation, please click here
  • Complaints and Inquiries
    The Portal designed a series of channels and tools that enable its users to participate effectively and deliver their views to all officials including His Excellency the Minister. One of these channels, "Citizen's Voice" which is an interactive system involving models of inquiries, complaints and suggestions. For more information about Citizen's Voice System, please click here .
  • Patient's Charter
    Ministry of Health provides patients with all its health services all over its facilities without discrimination for any reason, and recognizes the rights of patients and their families during treatment at such health facilities. The ministry expects that patients and their families will take responsibility towards the health facility where they receive the service. For more information about Patient's Rights & Responsibilities Policy, please click here
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|Last Update: 07 April 2015 01:45 PM