S/NO

CUSTOMER SUPPORT

SERVICE

CUSTOMER REQUIREMENTS

COST

SERVICE

TIMELINE

1.

Response to phone calls (landline or any other official line)

Make a phone call

Free

15 Secs

2

Response to enquiry by walk-in clients

Visit the relevant office and make the enquiry

 Free

1 Minute

3

Response     to correspondence

a. Written    correspondence

(letters)

 b. Email and social media (Twitter/Facebook/YouTube)

 Free

5 Working days

1 Working day

4.

Response to public complaints and grievances

Lodge a complaint

Free

1 Working day

5.

Resolution of complaints

Make a verbal or written complaint

14 Working days

6.

Registration/ verification of identification documents for bona fide staff and students; waiting time at the reception

a. Bona fide University of Embu  student in session

b. Student identification card.

c. Staff biometrics

Free

30 Minutes

7.

Outpatient care for students (Consultation)

a. Bona fide University of   Embu student in session

b. Student identification card.

Free

30 Minutes

8.

Outpatient care for staff and dependents (Consultation)

Staff biometrics

Staff biometrics

30 Minutes

9.

Provision of laboratory services

a. Duly filled lab request form.

b. Sample from the patient.

Free for students

Applicable cost for staff

As per lab SOPs

10.

Provision of pharmacy

services

Duly filled prescription.

Free for students

Applicable cost for staff

30 Minutes

11.

Dispatch of the ambulance

Authorization by the clinician on duty

Free

30 Minutes

12.

Processing of medical reimbursement claims

Duly filled medical reimbursement claim forms and applicable support documents

Free

3 Working days

13.

Booking of counselling

services

a. Bona fide University of Embu student in session

b. Student identification card.

c. Staff identification card

Free

15 Minutes