Ministry Launches New Citizens’ Charter and Wait Experience Programme

KINGSTON, Jamaica. Wednesday, May 20, 2026: The Ministry of Health & Wellness has launched a new Citizens’ Charter and Wait Experience Programme aimed at improving service delivery, accountability, and patient satisfaction across Jamaica’s public health system.

Speaking at the launch ceremony held at the Courtyard by Marriott Kingston on Wednesday (May 13), Minister of Health and Wellness Christopher Tufton said the initiatives represent a renewed commitment to building a more people-centred and responsive healthcare system.

“Today marks an important and deliberate step forward for the Ministry of Health and Wellness. We are here not simply to launch a document or introduce a programme, but to reaffirm a promise about how we serve, who we serve, and the standard of care and respect every Jamaican deserves when they interact with our public health system,” the Minister said.

The Citizens’ Charter outlines the standards of service citizens can expect from the Ministry, while also providing clear guidance on how services may be accessed. According to the Minister, the Charter is intended to strengthen transparency, consistency, and public trust in the healthcare system.

Dr. Tufton noted that the Ministry’s latest initiatives build on previous service improvement programmes such as Operation Refresh, Adopt-A-Clinic, and the Compassionate Care Programme, which focused on improving healthcare environments and strengthening empathy and professionalism in patient interactions.

The Wait Experience Programme, launched alongside the Charter, is designed to improve patient waiting areas across public health facilities by introducing more comfortable, 

The Minister also announced the rebranding and repositioning of the Ministry’s complaint management system under the new name Client Care Connect. 

“Your health. Your voice. Our commitment. This platform is intended to strengthen communication between the Ministry and the public by allowing citizens to submit complaints, compliments, suggestions, and concerns while helping the Ministry improve service delivery through direct feedback,” Dr. Tufton said

The Minister further emphasized that service excellence depends heavily on the dedication and professionalism of healthcare workers and stressed that the initiatives are intended to support staff through clearer systems, improved processes, and stronger leadership support.

He also encouraged citizens to play their part by engaging respectfully, providing accurate information, keeping appointments, and offering constructive feedback. 

The Citizens’ Charter, Wait Experience Programme, and Client Care Connect represent a significant step toward strengthening public confidence in Jamaica’s healthcare system and advancing a culture of service excellence across the sector.

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