This Service Charter is a commitment by the School of Pharmacy to deliver high quality service to our students, staff, research collaborators, donors, other stakeholders and the public at large.
The School encourages feedback from our customers which will enable us to improve on our service delivery.
The School of Pharmacy Charter sets the scope and the standards of service rendered to our students, staff and stakeholders. We are committed to the provision of quality service to our clients and stakeholders. We have set our commitments to you, and welcome feedback on how to improve our services.
A leading School of Pharmacy in the training of Pharmacy professionals, innovative research and provision of quality pharmaceutical services.
To train high caliber pharmacy professionals, Conduct innovative research, provide quality Pharmaceutical care, consultancies and be at the forefront in formulating pharmaceutical policies
D. Core Values
In our quest for timely provision of quality service, we shall be guided by the following Core Values, as articulated in our Strategic Plan (2008-2013):
E. Core Functions
The School offers adequate, innovative, relevant and market/customer driven academic programmes, at both undergraduate and postgraduate levels, with in-built quality control systems. Further, the School provides an enabling environment for integrated growth for students and staff.
The School provides quality health care services to the general public
As part of its mandate to generate, preserve and disseminate knowledge, the School provides a conducive environment to undertake quality and relevant research.
The School has integrated consultancy within its core functions.
The School participates in community programmes and activities as part of its corporate social responsibility.
F. Structure and Governance
Academic and Administrative Head of the School, responsible to the Vice-Chancellor for maintaining and promoting efficient management of the School.
Academic organ that determines and oversees all academic programmes at the School.
Co-ordinates the School’s development plans, ensures efficient management of resources, and makes proposals to the College and Senate on policies that have a School-wide application.
G. Principles of Service Delivery
In our service delivery we pledge at all times to:
1. Serve our customers with dignity, courtesy and respect;
2. Provide efficient and effective services;
3. Adhere to ethical and equitable service provision;
4. Uphold transparency and accountability;
5. Espouse the principles of natural justice;
6. Maintain confidentiality;
7. Discharge our duties professionally, passionately and with patriotism.
H. School Customers:
The College customers comprise the following among others:
6. The community
7. The general public
The School partners and stakeholders comprise the following among others:
2. Ministry of Higher Education, Science & Technology
3. Commission for Higher Education
4. Higher Education Loans Board
5. Other governmental departments
7. Research collaborators
8. Training Institutions
9. Linkage partners
10. Industry partners
11. Business partners
12. Kenya Education Network (KENET)
16. Trade unions
17. Students’ union
18. Professional Bodies
19. Alumni associations
21. Ministry of Medical Services
22. Ministry of Public Health and Sanitation
23. Medical Practitioners & Dentists Board
24. Other stakeholders/partners.
J. Customers Expectations
Our customers expect efficient and effective provision of services as follows:
K. School Expectations
The School expects its clients/stakeholders to:
1. Treat staff with respect and courtesy;
2. Provide sufficient and accurate information to enable appropriate response;
3. Pay all dues, fees and levies promptly;
4. Respect ethical conduct of Health care provision and services
5. Support of School programmes and activities;
6. Observe School rules and regulations; and
7. Provide feedback and comments on the service rendered
L. Support Services
For efficient management of its functions, the School has various support services provided by:
1. KNH, City Council clinics and government hospitals and other health providing facilities
2. Construction and Maintenance Department
3. Assistant Dean of Students Office
4. Finance Department
5. Procurement Department
6. Information and Communication Technology Office
7. Internal Audit Office
8. Sports and Games Department
9. Students Welfare Authority (SWA)
10. Transport & Garage Department
11. University Health Services (UHS)
12. Medical Library &Departmental Libraries
13. University of Nairobi Enterprises and Services Ltd. (UNES)
15. University Library
16. University of Nairobi Pension Scheme (UONPS)
17. University of Nairobi Press (UONP)
18. Security Department
19. CHUNA Savings and Credit Cooperative Society Ltd.
M. Commitment to Service Delivery
In our service delivery, we pledge that:
2. The orientation of students admitted to the School shall be undertaken within one (1) week after reporting date.
21. Routine correspondence shall be replied to within seven (7) days from the date of receipt.
O. School Administration Contact Offices
The following are the e-mail addresses for the key Offices of the School:
Dean, School of Pharmacy - email@example.com
Chairman, Department of Pharmaceutical Chemistry - firstname.lastname@example.org
Chairman, Department of Pharmacology & Pharmacognosy – email@example.com
Chairman, Department of Pharmaceutics & Pharmacy Practice – firstname.lastname@example.org
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Comments and feedback on this Charter should be addressed to:
School of Pharmacy
College of Health Sciences
University of Nairobi
P.O Box 19676
Tel: +254 020 2726771/020 2726300 ext. 43971
Tel/Fax: +254 020 2711132