Support Services

Prescribed medicines supplied, labelled and issued against a valid prescription.

The pharmacist checks dose, interactions and allergies before the medicine is dispensed.

The patient is advised on dose, timing, storage, side effects and adherence.

A repeat supply issued to a stable patient on long-term treatment, with an adherence check.

Suspected reactions to medicines are documented and reported to the national system.

Stock levels, expiry dates and refrigerator temperatures monitored and recorded daily.

Narcotic and psychotropic medicines stored under lock, with a reconciled statutory register.

Identity captured, a unique patient number assigned and the attendance recorded.

A consultation or procedure scheduled with the department and confirmed to the patient.

The clinical record is created, updated after each contact and kept complete and legible.

Files retrieved for consultation and returned to secure archive under the retention rules.

A medical certificate, sick note or clinical report prepared and signed by the treating clinician.

The admission is documented, a bed allocated, consent obtained and next of kin recorded.

The discharge summary, prescriptions and follow-up appointment are issued before the patient leaves.

Records are released to the patient or a third party only with documented written consent.

Service statistics compiled and submitted to the national health information system.

Membership and active cover confirmed with the scheme before services are delivered.

Prior approval sought from the insurer for a procedure that requires it.

A community-based health insurance claim compiled with referral documents and submitted.

Services billed to the Rwanda Social Security Board medical scheme at the agreed tariff.

Services billed to Military Medical Insurance for entitled members and their dependants.

Claims prepared and submitted to contracted private health insurance companies.

Payment collected by cash or mobile money, with an official receipt issued.

An itemised invoice or an advance estimate produced for the patient or the paying scheme.

The patient's share of an insured service is collected and recorded against the claim.

A crewed ambulance is dispatched to an emergency, with care given on the way.

The patient is transported to a receiving facility with escort, monitoring and handover documents.

A referral letter with diagnosis, treatment given and the reason for transfer.

Vehicle, oxygen, medicines and emergency equipment checked and restocked each shift.

Standard precautions, surveillance and outbreak response applied across all clinical areas.

Compliance is observed and staff retrained on the recognised moments for hand hygiene.

Used instruments are cleaned, inspected, assembled and packed ready for sterilisation.

Packed instruments sterilised in a validated autoclave cycle, with the parameters recorded.

Each load is logged and verified with chemical and periodic biological indicators.

Soiled linen collected, washed at validated temperatures and returned to clinical areas.

Clinical, sharps and general waste separated at source, stored safely and disposed of lawfully.

Clinical surfaces and floors cleaned and disinfected on a documented schedule.

Occupational exposure is assessed, reported and prophylaxis started within the recommended time.

Nutritional status is assessed and an individual dietary plan agreed with the patient.

A diet is prescribed for diabetes, hypertension, kidney or other conditions, and reviewed.

The caregiver is advised on breastfeeding, complementary feeding and growth monitoring.

Confidential supportive counselling, with referral to mental health services where indicated.

Barriers to adherence are explored and a plan agreed for patients on long-term treatment.

Structured health information delivered to patients and attendants in the waiting area.

Screening, health promotion or vaccination carried out in the community the clinic serves.

Clinical equipment serviced, calibrated and logged on a preventive maintenance schedule.

Buildings, water supply and standby generator maintained so clinical services keep running.

Entry is controlled and the premises patrolled, keeping patients and staff safe.

Meals prepared to prescribed therapeutic diets and served to inpatients.

Complaints and suggestions are received, logged, investigated and answered within a stated period.

Deceased patients are handled with dignity, held in refrigerated storage and released to the family.