Health
Statistics Service Quality Service Charter
Contents
Who we are
Our services
How we deliver our services
Our data providers
Meeting your needs
Our standards
Our reference library
Our website
Contacting us
We care!
Who we are
The Health Statistics Service is
provided by the Department of Health Information. Our mission as a department is to provide
accurate information on the health of the Maltese nation and on Government health
services. We promote and support the development of effective health information systems
and electronic health records within Government and on a national basis.
One important function is to provide accurate and
reliable health statistics in as timely a manner as possible to a wide range of clients.
We are committed to the strict protection of personal and commercially-sensitive data. In
order to provide you with the most accurate and up-to-date information possible we often
work in liaison with other Government services such as the Central Office of Statistics
and the Government Information Service (Freephone 153).
Our services
We provide statistical information on the following
areas of epidemiology:
- mortality
- cancer
- congenital anomalies
- obstetrics.
This data is distributed to both national and
international organisations, including the World Health Organisation, the International
Agency for Research on Cancer, the European Registration of Congenital
Anomalies (EUROCAT) and the Statistical Office of the European Commission
(EUROSTAT).
We also process data from St. Luke’s Hospital
for use by Health Service managers on:
- hospital activity
- bed statistics
- operations.
As an additional service, our department also acts
as a clearing house for other types of health information when these are received from
other departments within the Health Division. These include data on:
- infectious disease incidence
- health service activity
- human resources in the health
sector
- health facilities
- health finance
How we deliver our services
Our statistical products take the form of:
- regular printed reports
- occasional fact sheets
- our website (which may be accessed at
http://www.magnet.mt/services/health)
- ad hoc
reports.
Depending on the nature of the information you
require, we may deliver it to you via e-mail, fax, mail or through the Internet. You may
also call at our offices and collect it personally.
We also prepare customised statistical reports to
meet specific enquiries related to a particular area. This takes time and must be
scheduled. When you put forward your request, we will advise you how long it will take to
compile the information with our available resources.
If we do not have the information you require, we
will advise you on other possible sources you may resort to.
Our data providers
The efficiency and effectiveness of the DHI is
critically dependent on the data that it receives from:
- doctors, nurses and other healthcare professionals
- government departments and other public bodies
- private healthcare services
In this regard we
commit ourselves to
our suppliers of data that:
- We will not ask you for more information than is necessary.
- We will conduct a rigorous assessment of need before introducing any
new information systems and will systematically review the need for regular collections of
data.
- We will design forms which are as clear as possible and include
easy-to-follow instructions.
- We will explain to our data
suppliers all the purposes for which the information is being
collected
- We will respect the confidentiality of all the data
supplied.
Meeting your needs
We have an ongoing commitment to provide efficient
and effective customer service. For this reason we welcome feedback and constructive
criticism from the users of our services.
We strive:
- to make available statistics on every subject about which we
generate, collect or receive data
- to follow specific publication arrangements to ensure that
information is available to everyone as early as possible
- to publish information on where to find statistical data and explain
the sources, methods and definitions
- to meet special requests for information
- to answer telephone, faxed and other written enquiries immediately or
as quickly as possible.
Our standards
We will focus on understanding what health
statistics you need and on responding in an accurate, relevant, understandable and timely
manner. In our dealings with you we will:
- be courteous
- clearly explain the details we need from you to help us meet your
information needs
- help you to understand the statistics and information that you
receive from us.
Our response to inquiries will vary according to
their nature:
- Basic requests will be met immediately or within 1 working day.
- Standard products will be despatched within 3 working days.
- Customised reports will be provided within the agreed time-frame.
In addition to the above, we commit ourselves to the
following:
(a) Enquiries by Telephone
We will respond promptly and courteously and put you
in touch with the member or members of staff most qualified to meet your request. In some
cases we may ask you to follow up your call with a request in writing. In order to ensure
that you receive accurate information, we will normally give you the statistics you
request in writing or in electronic form, rather than over the phone. If we cannot process
your request, we will suggest other sources which may help you collect the statistical
information you require.
(b) Calling at the
deoartments
You may visit personally at the Department and meet
our members of staff. We will be polite and courteous in our dealings with you. Kindly fix
an appointment prior to visiting us to ensure that we will be able to attend to your
request in the best possible manner.
(c) Letters, Faxes and Electronic Mail
We will:
- reply to routine correspondence within
five working days and to more
complex enquiries within 15 working days
- respond to e-mail requests by sending an acknowledgement message.
In the case of basic requests, you
can expect to receive the data you requested within 1 working day from the date carried on
the acknowledgement e-mail.
- ensure that all communications from
us carry a contact name and
telephone number or e-mail address.
If we realise that there is going to be a delay in
providing you with the information you require, we will let you know immediately and tell
you when you can expect to receive the data you requested.
Our reference library
At our library you will find a collection of local
and international publications on health statistics and other health-related material.
This library is open to the public by appointment between Monday and Friday from 8.00 a.m.
to 2.30 p.m.
Our website
The Health in Malta website is maintained by the
Department of Health Information. It carries a wide range of statistical information on
the health of the Maltese nation and on the Government Health Services. Kindly visit our
website at http://www.gov.mt/services/health
Contacting us
You may contact us by writing to us at:
Department of Health Information
95, Telgha ta’ Guardamangia
Guardamangia MSD 08
Malta
You may also send us an e-mail on
healthinfo@gov.mt or fax us your comments on
(00356) 21 235910. Should you prefer to contact us by phone, our numbers are (00356)
21 234915, 21 237067 and 21 242454
You may also call at our offices personally, at the
address mentioned above, from Monday to Friday between 8.00 a.m. and 2.30 p.m., preferably by appointment. Our
offices are in G’Mangia next to the Ambulance Garage.
We care!
We need your help to understand your needs. Your
feedback and suggestions are always welcome.
Feedback forms are available from our offices.
Please take the time to fill them out and let us know if we have met your expectations.
If you think we have not met the standards outlined
in this Charter kindly let us know as quickly as possible. If you have any complaint, the
simplest and quickest way to sort out the problem is to take the matter up with the person
who has been dealing with your request. If you are not satisfied with his or her reply,
you can fill in the complaints section of the feedback form or write to:
The Director
Department of Health Information
95, Telgha ta’ Guardamangia
Guardamangia MSD 08
Malta
We will investigate your case and send you a reply
within 10 working days.
May 2000
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