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REPORT about activity of the Ministry of Healthcare and Social Development on issues of rendering the state services in 2015

REPORT

about activity of the Ministry of Healthcare and Social Development

on issues of rendering the state services in 2015

 

1. General provisions

The state services of healthcare sphere and Social Development are provided to population at the central and local level.

Service providers are the Ministry of Healthcare and Social Development of the Republic of Kazakhstan (further - Ministry), Committee of control of the medicine and pharmacy activity (further Committee), and its territorial departments (further - CCMPA departments), Committee of paying of medical services (further CPMS) and its territorial departments (further - CPMS departments), territorial units of the Committee of labor, social security and migration and local executive bodies of oblasts, cities. Astana, Almaty.

The Mission of the Ministry: Improvement of health of Kazakhstan citizens by efficient formation and implementation of state policy, implementation of intersectoral coordination and state regulation of provision of services in the field of healthcare. Protection of labor rights, promotion of productive employment and growth of well-being of population.

In accordance with the Register of state services to individual persons and legal entities in healthcare sphere and Social Development are provided 65 type of services – including, provides CHE – 27, МAE – 36   , CHE and МAE – 2

The services of social-labor sphere are provided free, in healthcare sphere - 7 state services are provided on paid basis, 2 services are provided on paid, as well as on free basis (Table 4,5).

In compliance with the Law of the Republic of Kazakhstan "About state services" for the present moment 64 standards of state services are approved:

– In Social-labor sphere there are 32 standards with order No. 279 of the Minister of Healthcare and Social Development of Kazakhstan of Сәуір 28, 2015;

– in healthcare sphere - 32 standards by orders of the Minister of Healthcare and Social Development dated Сәуір 28, 2015 No. 293, dated Сәуір 2015 No. – 294, dated Сәуір 27, 2015 No. 272, dated Сәуір 28, 2015 No. 297, dated Желтоксан 28, 2015 No. 1046.

In accordance with the decree of the Government of Kazakhstan dated Желтоксан 31, 2015 No. 1189 "About introduction of amendments and additions to the decree of the Government of the Republic of Kazakhstan dated Қыркүйек 18, 2013 No. 983 "About approval of register of state services" the Register of state services are supplemented by the new state service "Issue of certificate about provision the qualification category to specialists with pharmacy education", the project of standard underwent public discussion and is in stage of coordination.

General information

 

The number of services

The services are provided

(central level)

All

CHE

LEB

MAE/CHE

  CHE

CSP

CHE/CSP (alternative)

Social-labor sphere

32

12

20

0

4

1

7

Healthcare sphere

33

15

16

2

16

0

1

All

65

27

36

2

20

1

8

 

 

The number of services in electronic format

Amounts of complaints (CHE services)

Amounts of delinquencies (CHE services) 

All

CHE

LEB

Social-labor sphere

14

8

6

1

3

Healthcare sphere

20

13

7

-

0

All

34

21

13

1

3

Service statistics

Name

2014

2015

In social-labor sphere

 

The number of services are delivered

5 973 607

5 633 112

Including, through CSP

9 350

8 283

Including, electronically

4 586 040*

4 008 423*

In healthcare sphere

 

The number of services are delivered

152,627

148,454

Including, through CSP

398

4

including, electronically

86 626

125,883

All

 

The number of services are delivered

6 126 234

5 781 566

Including, through CSP

9 748

8 287

including, electronically

4 672 666

4 134 306

*-, including, as partially automated services, references in 2012. -50814, in 2013 - 9241, in 2014 – 7914, in 2015 - 9 606.

2. Socially labor sphere:

The services of the central level are provided by the Ministry. For these purposes at the Ministry has department – Committee for control and social security – and territorial departments function in every region.

In 2015 acceptance of documents from citizens was carried out by the State centre for payment of pensions (SCPP) which was original center for service of population in social sphere with branching network of branches in areas and departments in every district (city). In 2016 in accordance with the Law of the Republic of Kazakhstan dated Қараша 17, 2015 "About introduction of amendments and additions into some legislative acts of the Republic of Kazakhstan on issues of rendering of state services" SCPP was transferred to the newly created state corporation "Government for citizen".

In 2015 across almost all the Ministry's services acceptance of documents was carried out on alternative basis through SCPP or CSP by the choice of a receiver of a service himself.

In match with the Register of state services individual and legal entities are provided by 32 kinds of services (Table 1), of them:

- 12 services of the central level;

–20 services - local level.

As a rule, the services of local level are provided by district (municipal) departments of employment and social programs.

In accordance with the Law of the Republic of Kazakhstan "About state services" 32 standards of state services in sphere of social security of population on Сәуір 28, 2015 was approved in new version  (order of the Minister of Healthcare and Social Development No. 279) and they are rendered to population on free basis.

On Мамыр 28, 2015 by order of the Ministry No. 407 on competence were approved 12 regulations of state services.

Services of the central level. From 12 services being provided by the ministry:

- behind 7 services the consumers can present documents by their choice to CSP or SCPP;

- 1 service is provided directly through CSP;

- 4 services are provided by virtue of their specificity only through the public body;

- by 7 services was implemented a possibility to receive information about amount of set benefit in a portal of the e-government, if it is present at the place of the citizen of EDS;

3 services become fully automatic and are available in a portal of the e-government (Table 1).

Services of local level. From 20 services being provided by local executive bodies:

- Behind 15 services the consumers can present documents by their choice to CSP or the department of employment and social programs;

- 5 services are provided by virtue of their specificity only through the public body;

–7 services become fully automatic and are available in a portal of the e-government (Table 2).

About demand for the Ministry's services

Taking into consideration their social orientation, annual growth of the number of receivers of services in sphere of social security of population confirms population's demand for them. In 2015 more than 5,6 million people or 17,9% in comparison to 2013 more referred to the jurisdiction organizations of the Ministry.

The following services are listed among the most demanded ones.

"Setting of benefits for birth of child and care of child"number of addressed for this service composes more four hundred thousand people. This service belongs to system of social support of motherhood and childhood. And not accidentally it turned most demanded among population. Since 2006 an integral system of support of families with children is introduced in the republic. The Law of the Republic of Kazakhstan "About welfare payments to families having children" envisaging a lump-sum benefit for birth of child, child care benefit payment after achievement by care of age of one year came into effect for all families, regardless of their income; allowance per children before 18 of years for poor families.

The amounts of the mentioned benefits were increasing into realization of the tasks of the Head of state based on stage. For example, in comparison to 2006 the benefit for birth of child on the fourth and more increased more than 6 times in 2015 and constituted 103 758 tenge; for the birth of the first, second, third child in 4 time or 62 255 tenge on average for increase of monthly child care benefit up to one year constituted 3,8 times – and in 2015 its amount was equal: for the first child - 11 417 tenge; the second child – 13 498 tenge; the third child – 15 559 tenge; the fourth and more17 640 tenge.

In addition, for purposes of enhancement of prestige of large families and their role in improvement of demographic situation monthly special welfare payment is paid:

- to multi-child mothers awarded suspensions of "Altyn alka", "Kumis alka" or having received previously the rank of "Mother-heroine", awarded orders of "Mother glory" I  and II degree, footprint of which from the moment of administration (1999) in comparison to 2015 increased in 9,3 times (from 1 365 tenge up to 12 685 tenge);

- to large families, having four and more underage children since the moment of introduction (1999) in comparison with 2015 average benefit size increased in 6,1 times (from 1 365 tenge up to 8 306 tenge).

More than 95 thousand people in 2015 received the monthly state service "Special state payment" in the republic.

In accordance with statistics in 2015 the number of the received benefit increased as multi-child awarded mother in comparison to 2009 more than 2,2 times and was on average 244 thousand people. Mainly these are mothers of many children awarded by the new order.

In 2005 mandatory social insurance was instituted were provided three types of social risks, exactly:

-        for a case of loss of earning capacity;

-        losses of breadwinner;

-        job losses.

Starting from 2008, this list was expanded by payments in support of motherhood and childhood:

-        for cases of loss of income in a connection with the pregnancy and labor, adoption (adoption) of newborn baby;

-        child care after achievement by the child of age of one year.

Since 2015 the service receivers can address themselves on alternative basis through web portal «e-government» by www.egov.kz at the setting of welfare benefit in case of job losing, case of loss of income in a connection with child care after achievement of their age in one year.

During receipt of the service "Setting of welfare benefits from the mandatory social insurance Government fund for cases of social risks" addressed 501 thousand people.

One is to note, that in receivers of this service more than 70% are working mothers. Only in 2015 around 173 thousand applications were granted for receipt of welfare benefit in a connection of pregnancy and childbirth as well as over 201,2 thousand applications of working mothers for receipt of welfare benefit in a connection of loss of income, in a connection of child care till one year old.

Introduced since 2010 the state service "Benefit of person bringing up child - disabled person"  is provided to parents for term before achievement by the disabled child of 18 years and its amount is equal to minimum wage.

The complex of measures on support of families with children positively influenced growth of birthrate in the country. For example, since the point of introduction of benefits for families having children (2003) to present tense, birthrate increased by 60%.

Thus the Ministry's services are most demanded from the category «family with children».

The services "Issue to information about entry and traffic means of accumulation depositor of  pension fund" continue to be demanded.  Last year more than 5 million people referred for these services.

Taking into consideration high demand for state services, the Ministry continues the work on quality improvement and provision of their availability for population.

2.1. Work with service receivers 

Quality of social services being provided to population is indissolubly linked to information support. From it depends improvement of population's awareness, expansion of accessibility and issue of transparency of rendering of state social services and etc.

For increase of awareness of citizens about procedure of provision of state services are widely applying the IT by means of which one can receive access to information about development of Social-labor sphere, it's prospects, procedure of provision of state services and other things .

The internet resource (IR) is the most means of mass communication allowing to promptly inform population and receive converse information on the appears by the most important topical problems.

Today IR became the integral and most important part of information-ideology work of subjects of the information space.

At present "Web portal" of the Ministry: It has convenient design and structure; intuitively-understandable site control system with distinguished access to different functions and materials are introduced; effective protection and integration of Web portal in the Internet network are provided; information support of divisions of region of the Ministry is provided; sold the version for impaired visually.

In 2015 the number of appeals that arrived to the Ministry's Web portal exceeded 6 thousand.

For receipt of objective picture of the rating of attendance two counters of visits are placed: Kazakhstan – zero.kz and russian – mail.ru.

To pleasantly note, that IR of the Ministry, daily gets up across rows in the rating of attendance. Our IR today in the rating of zero.kz enters in the 5 of most visited IR of state bodies, registered in the category "state and society" and in the rating of mail.ru in their category of 876 internet resources of different countries are in the 6th place and in the number of Kazakh IR in mail.ru – first.

In addition, on the Ministry's site survey of the users of site on questions of frequency of use of the Ministry's state services in electronic format is introduced and satisfaction with completeness and availability of information – electronic services.

The form envisages 2 issues:

How do you frequently use state services in electronic format?

Are you satisfied by completeness and availability of information of electronic services?   

If to consider results of survey (as at 29.04.16) then 52% of participats in a vote answered, that used services in the electronic format "once a month" and 41% are satisfied by completeness and availability of information about electronic services and more 20% are -satisfied partially.

In 2015 by Ministry was undertaken work on standardization of state services of social-labor sphere in accordance with the Register of state services, in which by the Ministry would were deposited a number of amendments. The 32 standard projects were available for citizens in Web portal «e-government», internet resources of the Ministry and local executive bodies.

In the course of public discussion in the Ministry recieved 3 offers from consumers of state services that were not accepted. The consumers touched:

-remittance to electronic format of a service on setting of one-time payment for burial – taking into consideration specificity of service, it does not appear possible;

- remittance of service about registration in the quality of  unemployed to electronic format – this service is already provided through portal «e-government»;

-provision possibilities of power of attorney to the third parties for setting of benefits for children before 18 years, not notarized  - this requirement is set for prevention of facts of provision of obviously false information for purposes of infliction of harm to applicant, protection of his rights and a proof of original, proxy.

Reports about completion of the public discussion of projects of the standards of state services are placed in the  internet resource of Ministry: www.enbek.gov.kz, section "State services".

In the same section for citizens are available information about sources and places of procedure of rendering of state services information access which is presented in specially developed passports of services .

The following information resource Information-reference center "Contact-center" was introduced in 2011. Having called to toll-free single short number 1411, might receive an advice on interesting issues.  The free calls are received from all Kazakh telephone and mobile communication operator numbers. Besides a telephone call, is implemented a possibility to address to Contact-center by means of SMS messages, through email, official website and Web, WAP portals.

In 2015 received 373 938 calls of the citizens who are 63,0% more noteworthy in comparison to respective period of the last year. Of them, to tel. 1411compared to the same period of last year increased to 63%, е-mail, web – portal 28%, SMS – on 44%. 

Almost all the issues that interest population are related to provision of the Ministry's state services.

2.2. Activity on perfection of the processes of rendering of state services

About results of automation and optimization of the processes of rendering of state services

The work on perfection of NGA on state services continued and as a result, for purposes of quality  improvement of rendering the state services on Наурыз 17, 2015 adopted the Law of the Republic of Kazakhstan "About introduction of amendments and additions in some legislative acts of the Republic of Kazakhstan on issues of optimization and automation of state services in social-labor sphere.

In the framework of the Law it is provided and introduced amendments into the standards of state services:

– by reduction of terms of rendering of state services on 6 following state services: "Setting of state base pension benefit"; "Setting of state invalidity, survivor, and old age welfare benefits"; "Setting of special welfare payments"; the Setting of welfare benefit for cases of social risks: loss of earning capacity; loss of breadwinner; job losing; loss of income in a connection with the pregnancy and labor; loss of income in a connection with adoption (adoption) of newborn baby (children); loss of income in a connection with child care after achievement of them one year age, "Setting of special welfare payment", "Setting of one-time payment for burial";

– the «setting of welfare benefit based on the rendering of state service for cases of social risks: Loss of earning capacity; loss of breadwinner; job losing; loss of income in a connection with the pregnancy and labor; loss of income in a connection with adoption (adoption) of newborn baby (children); loss of income in a connection with child care after achievement of them one year age» on alternative basis through Web portal «e-government» at the setting of welfare benefit in case of job losing, case of loss of income in a connection with child care after achievement of them one year age;

  – on introduction of composite service. For provision of availability to disabled persons of services in sphere of sociality service to improve, since Қаңтар 2016 composite service is introduced: Having turned into the MSE division along by receipt of primary determination of disability and loss of earning capacity service, the applicant has the right to submit an application for setting of state invalidity welfare benefit, special welfare payment, and welfare benefit for case of loss of earning capacity. Receipt of results of several state services by one reference, achieved at the expense of perfection of information systems between SCPP, MSE divisions of CLSPM territorial departments.

For purposes of the further improvement of service receiver's satisfying with quality of rendering of state services at the expanded sitting of the College of the Ministry, by the Minister were voiced 10 practical steps on improvement of quality of services being provided to population, respective Road map is developed and approved. In the framework of implementation of Road map of the Memorandum of understanding and about cooperation between RSE "SCPP", RSE "CSP", and the "Kazpost" joint stock company on rendering of state services to residents of towns having become remoter was signed on Наурыз 12, 2015. Mobile CSP in composition of which in total 830 specialists were used is formed. Also by SCPP is held appearance on the TV channel of republic significance ORT Eurasia-1 as regards work of Mobile CSP on rendering of state services to residents of distant towns.

In reporting period the visit of mobile groups are made to rural districts which became further than 4 thousand remoter, akims of rural districts were provided by clarification materials on rendering of state services, the number of appeals was more than 15 thousand (there was rendered state service on setting of pensions and benefits – 2700; documents for change to requisites, etc., are generally accepted - 3 156; consultation is delivered to 9 773 citizens).

Also since 2015 improvement of terms of reporting to service receivers about the received decision on rendering of state services by means of SCPP transmission of SMS notification to the mobile phone of service receiver is provided by 8 state services. In reporting period SMS – alerts are sent on more than 480 thousand payments.

In all the medical-social expert examination departments, also in all the large departments of SCPP video observation systems are installed – it allows to reinforce control over quality of service rendering to consumers.

Events aimed at advanced training of employees in sphere of rendering of state services.

In the territorial departments of the Committee of labor, social security and migration (Committee), as well as in the departments of SCPP events aimed at improvement of quality of provision of state services are held on systematic basis.

Last year for purposes of improvement of quality of rendering of state services were held 2 selector clarification with participation of employees of terdepartaments of the Committee and SCPP oblast branches on explain of the norms of the Law of the Republic of Kazakhstan «about state services», about valid standards and regulations. 

Simultaneously in the terdepartaments of the Committee recommendations were directed about features of rendering of electronic services.

In the framework of introduction of Single window of medical-social service since 8 till 10 Желтоксан 2015 and Ақпан 13, 2016 by the developers of RSE "SCPP" on test basis was conducted training of specialists of MSE divisions of territorial departments of CLSPM. The goal of training: work on modernized IS "CBDI", in the part of rendering of composite service "Medical-social expert examination conducting and setting of GSP, SGP on disability, welfare benefit in case of loss of earning capacity". Just 320 people underwent training.

Annually in SI "MHSD advanced training courses" employees of jurisdiction organizations of the Ministry complete advanced training. In 2015 were trained and tested 164 specialists of the territorial departments of the Committee of labor, social security and migration, Including, 25 deputy administrators for medical-social expert examination (ITU) and administrators of methodology departments and ITU control, 139 specialists. The following topics belonged to the study program:  "Order of exercise of control in the field of social security of disabled persons in sphere of provision of special social services"; "Topical issues of medical-social expert examination and rehabilitation of disabled persons" and etc.

In addition, for purposes of prevention of violations of requirements of standards and standing orders of state services in 2015 4476 technical studies, 3482 consultation seminars, round tables, briefings, conferences were held in the regional oblast branches of SCPP.

In the framework of action (since 23.03. till 10.04.2015) the "Menin Kazakhstanym" train in the regions 7 consultation seminars are held on issues of implementation of RME -2020 and functioning of departments of employment and EC for the period before the new Law of RK "About employment of population". Around 300 specialists of departments of employment and city and district EC were present in the consultation seminars.

In addition, distance learning of akims of rural districts and employees of employment centers are conducted since 19.03. till 01.04. for these years.

The study program encompassed issues: Acquaintances with a program of DKZ 2020, updates, innovations, specifications under action plan 2020, and other changes in normative documents on issues of employment.  From 2441 operating akims of rural districts 2383 akims, i.e. around 98%, heard training course. 1804 persons are covered also by training. Specialists of the Employment centers, which was around 100% from the total number of staff EC specialists.

Since 3 till 7 Тамыз 2015 in Astana employees of offices of migration by local executive bodies on the questions of public migration consistent with a schedule policy dated Мамыр 5, 2015 completed advanced training on the basis of SI "Courses of advanced training of personnel of Social-labor sphere".  In the seminar they took participation of 18 students from 15 regions. Deputy chairman at the seminar of CLSPM The question «about introduction of new mechanisms in sphere of attraction of foreign labor and ethnic and internal migration» was covered by the Karzhaubayeva A. in accordance with project of the Law of RK "About introduction of amendments to some legislative acts of RK on issues of migration and employment of population and introduction of additions to them".

In 2015 a timely payment of ASP to poor families was provided to LEB. Since 2014 in three pilot regions a new model of ASP has been being tested by provision of conditioned money payments, which will allow to reinforce their labor motivation, develop labor potential of employable poor citizens and receive permanent labor incomes as a result. At present works are undertaken across provision to conditioned money assistance on basis of social contract on all the territory of the republic. For purposes of high-quality rendering of conditioned money aid of ECD&SP joint bush seminars, clarification meetings were held with the World Bank, as well as agreeing technical education trip to Norway and Samara was organized for the job "Perfection of system of rendering of social assistance and support" for conducting of research.

On Мамыр 11, 2015 on the basis of East-Kazakhstan oblast took place the meeting with the public of the region where the project of the Law of the Republic of Kazakhstan "About introduction of amendments to some legislative acts of the Republic of Kazakhstan was presented by the questions of protection of disabled persons and introduction of additions to them" as well as answers are given to interesting questions on provision of state services for persons with disability.

2.3. Control over quality of rendering of state services

the committee of labor, social security and migration methodological quality reviews of state service provision timeliness of payout timeliness, procedure of holding by MSE and implementation of individual rehabilitation of disabled persons in Kostanay oblast, Akmola oblast and Astana programs were conducted in 2015 in the framework of internal control. On the final college of the Ministry results of implementation by territorial departments and departments of SCPP of recommendations worked out in the course of check were considered on Ақпан 18, 2016.

In accordance with order of the Minister for affairs of civil service of the Republic of Kazakhstan dated Ақпан 16, 2016 No. 35 is carried quarterly monitoring in the quality of being provided services.

In a reporting period is noted 1 complaint of service receivers against non-compliance with the ethics of behavior. 3 violations of the term of rendering of state services. (Table 3). Measures in form of disciplinary penalties are taken with respect to guilty employees: 2 - observations, 3 – reprimands.

Based on the results of assessment of quality of rendering of state services in 2015 conducted by the Ministry for affairs of civil service of Kazakhstan 53,59 points are given to the Ministry, which is 20,1 points lower in comparison to results of grade in 2014.

Considering, that in assessment in a criterion was included indicator "observance of anti-corruption restrictions during rendering of state services", absence of facts of holding by them liable for commission of corruption wrongs discovered on the initiative of the ministry, became the key reason of points' losing. In 2016 plan of control events was approved for purposes of exercise of internal control over quality of rendering of state services. Also the main cause of losing points on criterion the degree of automation for services of local executive bodies became the absence of remittance to electronic format of separate services of local level, but it is first of all regarded to specificity of these social services. At the same time, in separate cases, across some services (despite readiness of the Ministry's information systems, to adopt information from public bodies for rendering of state services) the separate public bodies remain not ready for full-fledged integration, which slows down the optimization and automation processes. 

Results of society monitoring in the quality of rendering of state services.

In a reporting period society monitoring in the quality of rendering of state services was conducted by the Research institute of "Kogamdyk pikir", including, were covered by monitoring services – «setting of labor sphere of welfare benefit for cases of social risks: losses of earning capacity; loss of breadwinner; job losing; loss of income in a connection with the pregnancy and labor; loss of income in a connection with adoption (adoption) of newborn baby (children); loss of income in a connection with the child care after achievement by one year age "Setting of welfare payment up to eighteen year old children".

Corresponding recommendations are made. We will present separate results of monitoring.

1) «Setting of welfare benefit for cases of social risks: losses of earning capacity; loss of breadwinner; job losing; loss of income in a connection with the pregnancy and labor; losses of income in a connection with adoption (adoption) of newborn baby (children); revenue's losing in a connection with child care after achievement by one year age» – in total 250 respondents were surveyed.

RESULTS OF THE SURVEY OF THE SERVICE RECEIVERS

Satisfaction with service in general,  of 7,7 points on the 10-point scale.

Average grades of criteria of service

Criteria

Averages

1. Availability

7.8

2. Quality

6.8

3. Procedure (paper form of service)

7.9

4. Information

7.8

5.Result of service

8.4

6. Electronic form (electronic form of service)

-

Satisfaction in general

7.7

 

Mean waiting time for receipt of state service (averages by the group)

 

Waiting time of state service results

Waiting time in a queue at receipt of results

Average data on service

10 days

32 minutes

 

Academic averages in separate parts of indicators of the quality of service

Indicators

Average

point

AVERAGE POINT WITH SATISFACTION THE STATE SERVICE

7.7

Accessibility of service

 

Convenience of institution location, rendering a state service

7.8

Possibility to receive a state service in the place of residence

7.7

Schedule of work of institution

7.6

Terms of service rendering

7.8

Technical complexity of service

7.9

Regardless of the social status of service receiver

7.9

Absence of contacts, acquaintances

7.9

Availability of receipt of service in two languages

8.4

Quality

 

Satisfaction with quality of rendering state service

7.8

Purity in institution premises

6.1

Registration of premises

6.1

Operation of computers and equipment during receipt of state service

7.6

Suitability of the premises where the state service is provided for expectation

7.6

Exterior of personnel

6.1

Politeness, tactfulness and benevolence of employees of institution

7.8

Qualification and the level of professionalism of all professionals

6.1

Striving of employees of this institution to help visitors over their standing orders in difficult life situations

6.5

Speed of service

6.6

Productivity of services of this institution

6.9

Possibility to express one's opinion, make a complaint

7.7

Quality of service language

6.1

Procedure (paper format)

 

Clarity, understanding of procedures

8

Range of services in this institution

7.9

Wish to receive a service in electronic form

7.7

Consistency of the number of necessary documents

7.8

Simplicity of filled out and submission of documents

7.8

Language of filled out and submission of documents (presence of forms in two languages)

8.4

Language of service during contact with personnel at receipt of service

8.5

The number of the instances (cabinets, bodies) that must be attended

7.6

Ratio and qualification of employees during service rendering

8

Waiting in a queue time

7.7

Terms of service rendering

7.8

Information

 

Information about services being provided in this institution (presence of board, reference information, consultant, brochures and other advertising materials)

7.9

Language in which information about the service is provided

8.3

Possibility to receive information about services of this institution by the telephone

7.9

Possibility to receive information about services of this institution by the internet

7.2

Presence of information signs and tablets on doors of premises

7.9

Further clarifications on the part of employees (if it is necessary)

7.9

Result of service

 

Satisfaction with a result of service

8.8

Observance of the standards of service rendering

7.9

Probity

 

Unofficial fee (%) was used

0%

They used personal relations and acquaintances (%)

3,6%

Complaint

 

Reference of complaint on this service (in %)

0,4%

 

Comments of service receivers:

53,2% of service receivers noted, that this service was provided at medium level (that where do not always intelligibly go, except for what goal, instead of too much offices), 41,2% of  gave high mark to quality of rendering of state service of  notwithstanding respondents note proceedings are adjusted clearly, flows of customers, 2,0%  low level are regulated (confusion, queues, all people do noise, it is not understandable), 3,6%  were undecided.

80,4% of service receivers expected receipt in a queue, 16,4% of service receivers were not expected, 3,2%  were undecided Mean waiting time is  32 minute.

The majority of receivers of services estimate this type of service as available. The vast majority did not express claims on the quality of service being provided. There are almost no complaints about information issue of receipt of service.

2) "Setting of welfare payment up to eighteen year old children", in total 250 respondents were surveyed.

RESULTS OF THE SURVEY OF THE SERVICE RECEIVERS

Satisfaction with service in general, - 7,9 points on the 10-point scale.

Average grades of criteria of service

Criteria

Averages

1. Availability

7.8

2. Quality

8.2

3. Procedure (paper form of service)

8.1

4. Information

7.6

5.Result of service

8.2

6. Electronic form (electronic form of service)

-

Satisfaction in general

7.9

 

Mean waiting time for receipt of state service (averages by the group)

 

Waiting time of state service results

Waiting time in a queue at receipt of results

Average data on service

7 days

30 minutes

 

Academic averages in separate parts of indicators of the quality of service

Indicators

Average

point

AVERAGE POINT WITH SATISFACTION THE STATE SERVICE

7.9

Accessibility of service

 

Convenience of institution location, rendering a state service

7.7

Possibility to receive a state service in the place of residence

7.7

Schedule of work of institution

8.0

Terms of service rendering

8.1

Technical complexity of service

7.9

Regardless of the social status of service receiver

7.7

Absence of connections, acquaintances

7.4

Availability of receipt of service in two languages

8.4

Quality

 

Satisfaction with quality of rendering state service

8.2

Purity in institution premises

8.5

Registration of premises

8.4

Operation of computers and equipment during receipt of state service

8.2

Suitability of the premises where the state service is provided for expectation

8.1

Exterior of personnel

8.4

Politeness, tactfulness and benevolence of employees of institution

8.3

Qualification and the level of professionalism of all professionals

8.2

Striving of employees of this institution to help visitors over their standing orders in difficult life situations

8.0

Speed of service

8.1

Productivity of services of this institution

8.2

Possibility to express one's opinion, make a complaint

8.3

Quality of service language

8.7

Procedure (paper format)

 

Clarity, understanding of procedures

8.0

Range of services in this institution

8.0

Wish to receive a service in electronic form

8.0

Consistency of the number of necessary documents

8.0

Simplicity of filled out and submission of documents

8.1

Language of filled out and submission of documents (presence of forms in two languages)

8.4

Language of service during contact with personnel at receipt of service

8.5

The number of the instances (cabinets, bodies) that must be attended

8.0

Ratio and qualification of employees during service rendering

8.1

Waiting time in a queue

7.9

Terms of service rendering

8.1

Information

 

Information about services being provided in this institution (presence of board, reference information, consultant, brochures and other advertising materials)

7.6

Language in which information about the service is provided

7.9

Possibility to receive information about services of this institution by the telephone

7.3

Possibility to receive information about services of this institution by the internet

7.3

Presence of information signs and plates on doors of premises

7.8

Further clarifications on the part of employees (if it is necessary)

7.7

Result of service

 

Satisfaction with a result of service

8.1

Observance of the standards of service rendering

8.2

Probity

 

Unofficial fee (%) was used

1,2%

They used personal relations and acquaintances (%)

2,4%

Complaint

 

Reference of complaint on this service (in %)

0,8%

 

Comments of service receivers:

47,6% of service receivers noted this service was provided at high level (flows of customers, etc., are regulated clearly, intelligibly), 42,0% of  estimated average (that do not always comprehensibly go, what goal, too many offices), 3,2%  low level (notwithstanding confusion, queues, all people do noise, it is not understandable), 7,2%  were undecided.

79,6%of service receivers  expected receipt in a queue, 11,6% of service receivers were not expected, 8,8% were undecided Mean waiting time is 30 minutes.

The majority of receivers of services estimate this type of service as available and necessary, the respondents did not give any significant comments about the quality and procedure of provision of service.

One is to note, that by the Ministry are taken measures on reduction of administrative barriers during service rendering, as well as on eradication of conditions contributing to manifestation of corruption risks.

3. Healthcare sphere

In accordance with the Register of state services to individual persons and legal entities in 2015were provided 32 services of healthcare, 14 services of which in the central level : in sphere of medical activity – 9 services, pharmacy–5; at local level are 16 services of healthcare, two services "issuance of documents on training's being completed, advanced training, and retraining of personnel to healthcare branch" – they turned out at the central level and local level to be "Determination of a compliance (mismatch) of potential service of guaranteed volume of free medical care provider with demands that were made".

As a rule, the services of local level were provided by the Healthcare Administrations of respective region and their jurisdiction medical organizations.

In 2015 by the Ministry were standardized 32 state services, included in the Register in Ақпан (31services) and Қыркүйек (1 service) 2015, which are approved by the following normative legal acts:

- The standards of services in sphere of medical activity are approved by order of MHSD RK dated Сәуір 28, 2015 No. 294;

- The standards of services in sphere of pharmacy activity are approved by order of MHSD RK of Сәуір 28, 2015 No. 293;

- The standards of services in the field of healthcare are approved by order of MHSD RK dated Сәуір 27, 2015 No. 272 and Желтоксан 28, 2015 No. 1046;

- The standard of the service "Issuance of documents on training's being completed, advanced training, and retraining of personnel to healthcare branch" is approved by order of MHSD RK dated Сәуір 28, 2015 No. 297;

On Желтоксан 31, 2015 Register of state services was supplemented by one new service "Issue of certificate on appropriation of qualification category to professionals with pharmacy education" in sphere of pharmacy activity 3 services in sphere of medical activity are renamed this "Issue of specialist's certificate for admission to clinical practice" "Issuance of certificate on appropriation of qualification category to professionals with medical education" "Accreditation of the medical organizations for purposes of recognition of compliance of their activity with the standards of accreditation".

Thus based on the results of 2015 33 services are regulated in the Register of state services in the field of healthcare.

In accordance with legislation in sphere of rendering of state services, the service providers are developing the standing orders of state services. The standing orders are approved in one month after the day of approval of the standards of state services.

Development 16 of standing orders of state services belonged to competence of the Ministry in 2015, of them, in sphere of medical activity – 10, pharmacy – 5, education - 1, which are approved by the following normative and legal acts:

-  The standing orders in sphere of medical activity, confirmed by order of MHSD RK dated Мамыр 28, 2015 No. 401;

-  The standing orders in sphere of pharmacy activity are approved by order of MHSD RK dated Маусым 29 of the year, No. 416.

-  The standing orders of service are «the Issue of documents about completing training, advanced training» and the retrainings of personnel of healthcare branch are approved by order of MH RK dated Мамыр 29, 2015 No. 426.

9 services of 32 services of healthcare are provided on paid basis (7 services of the local level, 2-central) ; 1 service of local level is provided on paid, as well as on free basis.

  Services of the central level. From 14 services being provided by the ministry:

- behind 12 services the consumers can address documents by their choice in a portal «e-government» or to the service provider (CCMPA, CCMPA department);

- 1 new service "Issue of a decision about approval (not approval) of names of original medicine instruments" is provided to CCMPA in paper form;

 –1 service "Issuance of documents on training's being completed, advanced training, and retraining of personnel to healthcare branch" is provided only through the Ministry in paper form (table 1).;

Services of local level. From 16 services being provided by local executive bodies:

- behind 3 services the consumers can present documents by their choice directly to medical organization or in a portal «e-government»;

\- for 7 services by virtue of their specificity the service receivers refer only to medical organization;

- by 4 services rendering is provided through CSP and directly by service provider;

2 services are provided by the Healthcare administrations of the region and "e-government" (table 2) is available in electronic form in a portal.

The central and local level:

- 1 service "Issuance of documents on training's being completed, advanced training, and retraining of personnel to healthcare branch" is provided by virtue of its specificity by organizations of medical/with pharmacy education of jurisdiction of the Ministry and local executive bodies;

1 service by the choice of service receiver during treatment to CSP or at portal «e-government», if citizen has electronic digital signature (further EDS).

About demand for the Ministry's services

Annual growth of the number of receivers of services in healthcare sphere confirms population's demand for them. In 2015 148 454 persons referred for the services of healthcare, of those delivered at the central level. No violations of terms of service rendering were established in 2015.

From the number of most demanded services might be allocated 2 services of the central level:

1) "Issue of specialist's certificate without provision to qualification category" – number was annually 78,7 thousand people who addressed in 2015 for this service.  Based on the results of this service the medical officers receive a specialist's certificate for five years which is permissive document and allows a medical officer for clinical practice (work with a patient).

 2) "Issue of specialist's certificate with issue of qualification category" – 39,1 thousand people referred for this service in the current year. This service is delivered in the framework of qualifying examinations on the voluntary certificate foundation with provisioning with provision of qualification category (to the highest, first, second one).

For the purposes of removal of administrative barriers and also in terms and conditions contributing to the manifestation of corruption at legislative level in 2015 are amended the Code "About popular Healthcare and Healthcare care system" by the Ministry sections of optimization of procedure of receipt of certificate and categories. Since Қазан 9, 2015 is introduced independent institution of assessment of vocational skills and practical knowledge of specialists of healthcare. In accordance with new concept by the territorial departments of the Committee the services on  issue of certificate of specialist with category without category as well will be provided only through a Web portal «e-government» on basis of finding of accredited organization, and corresponding documents specified in the Rules of conducting of certification of specialists in the field of healthcare (order of MHSD dated Тамыз 28, 2015 No. 693), in other words, without holding of stages of testing and interview.  These circumstances will exclude conditions contributing to manifestation of corruption during service rendering, namely contact by service receivers with service provider will be completely excluded by the analogy with licensing.

As a rule, subjects of pharmacy business, in objectives of implementation of entrepreneurship, receive the services of pharmacy activity.

3.1. Work with service receivers

For improvement of awareness of citizens about procedure of provision of state services the IT by means of which one can get healthcare development, work's prospect, state service provision order information access and other things is widely applying.

The internet resource (IR) is the most means of mass communication allowing to promptly inform population and receive converse information on the appears by the most important topical problems.

Today IR became the integral and most important part of information-ideology work of subjects of the information space.

At present "Web portal" of the Ministry: It has convenient design and structure; intuitively-understandable site control system with distinguished access to different functions and materials are introduced; effective protection and integration of Web portal in the Internet network are provided; information support of divisions of region of the Ministry is provided; sold the version for impaired visually.

 As was noted above, in 2015 work in the area of healthcare in accordance with requirements of the new law of the Republic of Kazakhstan "About state services" was undertaken by the Ministry on standardization of state services.

Holding of public discussion of projects of the standards of state services developed by the public body was one of the requirements of new law.

For example, the 32 standard projects were available for citizens in a Web portal «e-government», internet resources of the Ministry and local executive bodies.

In the course of public discussion to the Ministry from the consumers of state services no suggestions of the standards of services came, therefore, the consumers supported positions of the Ministry provided in standards.

The completion of the public discussion of projects of the standards of state services reports are placed in the Ministry's internet resource.

Also last year on issues of rendering of state services consultation seminars, «round tables», briefings, conferences and other events were held on improvement of awareness of service receivers about procedure of rendering of state services (155 events).

3.2. Activity on perfection of the processes of rendering of state services

About results of automation and optimization of the processes of rendering of state services

Quality of services of healthcare being provided to population is indissolubly linked to information support. Increase of population's awareness depends on it, expansion of accessibility, and provision of transparency of rendering of state social services, reduction of circulation of documents in paper, and prevention of bureaucracy, acceleration of the processes of service rendering, optimization, and increase of efficiency of social risk management.

Work on remittance of services to electronic format is undertaken by the ministry based on stage namely:

- In 2012 services on licensing of medicine and pharmacy activity became fully automatic. Since Сәуір 2012 the licenses are issued in electronic form through a portal «e-government».

          - since 2012 the service "Fixing to a medical institution offering PSMC" is provided in electronic format in all the republic, the services "Summons of doctor home", "Enrollment for acceptance to doctor" are provided as well in a pilot project in Astana and Akmola oblasts.

- since Шілде 2013 the service on administration of qualifying examinations (without provision to category/with category) is provided in automated form through portal «e-government».

Court expert certification, accreditation to the subjects of healthcare and independent experts services since Желтоксан 2014, certifications of medical officers, coordinations of import/exportation and registration of drug remedies, products of the medical purpose, and medical appliances, a license for entry into the territory of the Republic of Kazakhstan and/or removal from the territory of the Republic of Kazakhstan of bodies (part of bodies) and/or the fabrics of individual, blood, and its components, they were fully automated.

Thus based on the state for 2015 in healthcare sphere in electronic form one could receive 19 services, of them: 12 services of the central level, 7 services of local level.

In 2015 it is planned to provide 1 more new services – "Issue of certificate on provision to qualification category to professionals with pharmacy education" – in fully electronic format.

In accordance with the Register in paper form 13 services are provided, from them – 2 services of the central level, 9 services of local level and the 2 service rendered at the central and local level.

         Procedure of rendering of state services of healthcare by reduction of terms of issue of permissive documents and the number of demanded documents are annually optimized by the ministry.

3.3. Control over quality of rendering of state services

In accordance with order of the Chairman of the Agency of the Republic of Kazakhstan for the cases of a civil service dated Сәуір 28, 2015 No. 146 quarterly monitoring in the quality of being provided services.

 As for the quality of rendering of state services by the Ministry, in the framework of internal control monitoring in the quality of services are monthly carried out (timeliness of their provision and etc.). For example, in a reporting period of requirements' of standards and standing orders' of their rendering complaining about services made by the Ministry, CCMPA, and its territorial departments, CPMS, and its territorial departments and their violations are not noted.

In 2015 in total 148 454 services were provided in healthcare, of them, consultation seminars, «round tables», briefings are Held CSP – 4 later through the portal of the «e-government» of 125 883, the conferences on issues of quality of rendering of state services are 155 .

Results of society monitoring in the quality of rendering of state services.

the national chamber of businessmen at 2015 in the year analysis of the extent of satisfaction, the «State registration, including, on a service», re-registration and introduction of amendments to registration dossier of drug substance, products of the medical purpose and medical technology are conducted by consumers of rendered state services. As a result 175 respondents, subjects of entrepreneurship in 16 regions of the republic were surveyed.

Based on the results of conducted research of this service it is found out, that 85,2% of respondents were satisfied, 14,8%  were not accordingly satisfied.

For purposes of refinement of procedure of service rendering and exclusion of corruption risks, reduction of administrative barriers for subjects of enterprise, including, for optimization of service adjustments in a part of derivation of expert examination of drug substance, medicine and medical technology products for safety, efficiency, and qualities of drug substance, products of the medical purpose, and medical technology being drawn by a government expert organization (RSE on PVC "National drug substance expert examination center") from procedure of rendering of state service is put in the project of the Law of the Republic of Kazakhstan "About introduction of amendments to some legislative acts of the Republic of Kazakhstan on healthcare issues and introduction of additions to them". Expert examination procedure today is one of the stages of service rendering.

After coming into effect of the mentioned amendments it is planned by the Ministry to make corresponding changes to standard and standing orders of state service, after which the service will be provided in electronic form, the term of rendering is10 working days. Demanded documents:

1) request in form of electronic document certified by EDS of service receiver;              

 2) electronic copy of payment document confirming paying of the sum of registration duty (with exception of paying via PGEG);     

3) electronic copy of finding of government expert organization.

Also, in 2014 in the framework of society monitoring by the research Center of "SANGE" was conducted analysis on the most demanded service of the healthcare "Issue of a specialist's certificate without assignment of a qualification category".

The survey of the respondents this service was conducted with assistance of the departments of the Committee of all 372 respondents in 15 regions were surveyed. the types of towns the sample of respondents divided as follows – in the oblast centers – 57,6%, small towns – 20,3%, regional centers -22.

For example, service rendering process analysis showed the marks of the key indicators of the quality of service were sufficiently high. During overall satisfaction in 8,2 points, the biggest grade received a result of service – 8,3 points and the least grade is given to information -7,7 points. The degree of probity of state service – 7,7 points.

One is to note, that by the Ministry are taken measures on reduction of administrative barriers during service rendering, as well as on eradication of conditions contributing to manifestation of corruption risks.

4. Prospects of the further efficiency and improvement of service receivers satisfying with quality of rendering of state services

In a strategic development of Kazakhstan plan the goal on issue of transfer not less than state 50% social-significant services to electronic form is determined until 2020 in the framework of implementation of the programs "e-government". 

For achievement of the set goal by the Ministry together with authorized body for communication and information services becoming automatic will continue and amendment of normative legal acts in respect to regulation of the automated proceedings which are radically reducing a list of documents required from the citizens are proposed on already complete services.

In 2016 together with Ministry for investments and development will be completed the work on preparation to introduction of electronic composite service which presupposes a coalescence of 9 types of services, the respective Law was adopted in Наурыз 2015

Analysis of initiative proposals are conducted on permanent basis from central and local executive bodies, on the Register of services' becoming relevant, issues of optimization (automation) of services, transfer of services to the state corporation "Citizen governments". As a result in accordance with the Rules of administration of the Register of state services (they are confirmed by order of the Minister of national economy of Қараша 20, 2014 No. 98) proposals in MNE-Kazakhstan on the Register of state services' becoming relevant are proposed.

the Ministry it is, moreover, planned to carry into non-governmental organizations, conduct on alternative basis through CSP a number of services. For example, proposals to the transmissions of the service "Issue of a certificate on accreditation to individual persons for conducting of independent examination of the activity of subjects of healthcare" into accredited independent associations are provided by the Ministry.

Permissive document on pharmacy activity, namely: "Issue of a permit for conducting of (non-clinical) preclinical research of biologically active substances" is reduced and passed for notification order.

Also, by the Ministry – a procedure of administration of qualifying  examinations is revised – with "Of the issue of specialist's certificate  without assignment of qualification category" held in the framework of  services, "Issue of specialist's certificate with assignment of  qualification category". For example, since the second half-year of the current year the medical workers for receipt of a specialist's certificate will undergo assessment of knowledge and practical skills in accredited independent organizations.

A state service of specialists with medical education to Attestation for  sale of drug substance, products of the medical purpose in distant from  the district center towns through drugstore posts in Healthcare organizations rendering primary Healthcare  care, primary advisory-diagnostic aid, drugstore's mobile posts as well  – «in case of absence of a specialist with education by pharmacy»  "About introduction of amendments to some legislative acts of the  Republic of Kazakhstan on questions of abbreviation of permissive  documents and simplification of permissive procedures and introduction  of additions to them" is shortened by the Law of the Republic of  Kazakhstan dated Наурыз 29, 2016, being carried out.

Table 1

Services of the central level  

 

The name of the service

The body, conducted means of documents

The body providing a service

It is partially automated*

Completely becomes automatic

 

1.

Setting of state base pension benefit

State corporation

TD CLSPM   **

+

+

2.

Setting of state invalidity, survivor and old age welfare benefits

State corporation, TD CLSPM

TD CLSPM

+

 

3.

A setting of special welfare payments

State corporation

TD CLSPM

+

 

4.

Setting of welfare benefit for cases of social risks: Losses of earning capacity; loss of breadwinner; job losing; loss of income in a connection with the pregnancy and labor; losses of income in a connection with adoption (adoption) of newborn baby (children); losses of income in a connection with child care after achievement of one year age

State corporation, LEB Astana and Almaty cities, districts and cities of region significance, TD CLSPM

TD CLSPM

 

 

5.

A setting of child care benefits for the birth of a child

State corporation

TD CLSPM

+

+

6.

Setting of special welfare payment

State corporation, TD CLSPM

TD CLSPM

+

 

7.

Setting of benefit of the mother or father, adopter (adopter, guardian (trustee) bringing up the disabled person child

State corporation

TD CLSPM

 

 

8.

Establishment of disability and/or the extent of loss of earning capacity and/or definition of necessary measures of social security

TD CLSPM

TD CLSPM

+

 

9.

Setting of pension benefits based on the age

State corporation

TD CLSPM

+

 

10.

Setting of one-time payment for burial

State corporation

TD CLSPM

 

 

11.

Provisioning to information about arriving and traffic of means of depositor of accumulation pension fund

State corporation

State corporation

 

+

12.

The purpose of a social assistance in form of monthly payments to citizens of the Republic of Kazakhstan after the completion of the capitalization period of payments on compensation of harm caused to life and Healthcare of workers by legal entities liquidated in consequence of bankruptcy

State corporation

State corporation

 

 

* Possibility to receive information about assigned amount is implemented on PEG

**- The territorial body is a unit of the Committee of labor, social security and migration

 

             

 

Table 2

Services of local level  

 

The name of the service

The body exercising acceptance of documents

The body providing service

Fully becomes automatic

 

1.

Registration and registration of unemployed citizens

State corporation, AHSP Astana and Almaty cities, OHSE oblasts

AHSP Astana and Almaty cities, OHSE oblasts

+

2.

Registration and registration of citizens who suffered in consequence of nuclear tests on the nuclear Semey proving ground

State corporation, AHSP. Astana and Almaty cities, OHSE oblasts

AHSP Astana and Almaty cities, OHSE oblasts

 

3.

Issuance of certificates to unemployed citizens

State corporation, AHSP of years. Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

+

4.

Registration of documents to disabled persons for provision by it of prosthetic-orthopaedic aid

AHSP                 Astana and Almaty cities, OHSE oblasts

AHSP Astana and Almaty cities, OHSE oblasts

 

5.

Registration of documents to disabled persons for provision of them by surdo-typhlitis means and mandatory grooming product

AHSP                 Astana and Almaty cities, OHSE oblasts

AHSP Astana and Almaty cities, OHSE oblasts

 

6.

Setting of welfare payments to families having up to 18 year old children

State corporation, AHSP. Astana and Almaty cities, OHSE oblasts

AHSP Astana and Almaty cities, OHSE oblasts

 

7.

The purpose of state targeted social aid

State corporation, AHSP. Astana and Almaty, OHSP of oblasts, akim of the township, village, rural district

AHSP Astana and Almaty cities, OHSE oblasts

 

8.

Registration of documents for disabled persons for provision by them service of individual assistant for disabled persons of the first group having difficulty in transfer and rumor specialist of sign language for disabled persons

AHSP                 Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

 

9.

Registration of documents to disabled persons for provision by them carriage armchair

AHSP                 Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

 

10.

Registration of documents to disabled persons for provision of their sanatorium-resort treatment

AHSP                 Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

 

11.

Registration of documents for sociality service in medical-social government and non-government institutions providing services at the expense of public budget funds

AHSP                 Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

 

12

Registration of documents for social service in home for singles, old men alone living, disabled people and children of disabled people needing extraneous care and help

AHSP                 Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

 

13

Appointment and disbursement of social aid to separate categories of citizens being needy by the decisions of local representative bodies

AHSP  Astana and Almaty, OHSP of oblasts, akim of the township, village, rural district

AHSP  Astana and Almaty cities, OHSE oblasts

+

In a concern the 2nd categories

14

Assignment of material security to the children with disabilities training in home

State corporation, AHSP. Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

+

15

Assignment to social aid to specialists of social sphere living in countryside on acquisition of fuel

The state corporation, OHSP of regions, akim of the township, village, rural district

 OHSP of regions

 

16

Issuance of certificate confirming belonging of applicant (family) to receivers of targeted social aid

State corporation, AHSP. Astana and Almaty, OHSP of oblasts, akim of the township, village, rural district

AHSP  Astana and Almaty cities, OHSE oblasts

+

17

Issue of referrals to persons for participation in active forms of promotion of employment

AHSP  Astana and Almaty cities, OHSE oblasts

AHSP  Astana and Almaty cities, OHSE oblasts

+

18

Assignment of the status of oralman

State corporation, LEB of oblasts cities

LEB of oblasts cities

 

19

The issuance, re-registration and extension of permit to the foreign worker are for job placement and to the employers – for attraction of foreign labor for implementation of labor activity in the territory of match administrative territorial unit

DAHSP

DAHSP

+

20

Issue of certificate to rehabilitated person

AHSP  Astana and Almaty cities, OHSP regions and cities of oblast significance

AHSP  Astana and Almaty cities, OHSP regions and cities of oblast significance

 

 

Table 3

Information on complaints of service receivers

 in issues of rendering of state services for 2014

 

Information

About the applicant

 

Content of complaint

The body (organization) having considered and having made a decision

Terms of consideration

 No. document based on the results of administration of a complaint

Received decision

Information about reconsideration of received decision

1

2

3

4

5

6

7

citizen Kenzhebayeva Feruza Asabayevna

(Almaty city)

A complaint with respect to specialist to Zhetysu regional department of the Almaty city branch of SCPP Moldabayeva E.ZH. for indecent behaviour during rendering of state special welfare payment setting service.

SCPP (jurisdiction organization

1 quarter of 2015, Қаңтар

 

Order No. 30 - ZH dated 26.01.2015

With order of the acting director to AGF SCPP, Bokizhanova F.M. for No. 30 –Zh dated 26.01.2015 for improper fulfilment of job duties to specialist Moldabayeva E.ZH. was declared  reprimand.

 

Table 4

Services of the central level  

 

The name of the service

The body exercising acceptance of documents

The body providing service

Paid availability/

Free availability

Partially automated

Completely becomes automatic

1.

Issue of permit for conducting of clinical medical technology research

 MHSD

MHSD

free

-

-

2.

Issue of certificate of specialist without appropriation of qualification category

CCMPA Departments,

PEG

CCMPA departments

 

free

-

+

3.

Issue of a specialist's certificate with appropriation of a qualification category

CCMPA Departments,

PEG

CCMPA departments

 

free

-

+

4.

Issuance of a certificate on accreditation to medical organizations

CCMPA, CCMPA Departments

PEG

CCMPA, CCMPA Departments

 

free

+

-

5.

Issuance of a certificate on accreditation to individual persons for conducting of independent examination of the activity of subjects of healthcare

CCMPA, CCMPA Departments

PEG

CCMPA, CCMPA Departments

 

free

+

-

6.

Import exportation of drug substance registered and not registered in the Republic of Kazakhstan, products of the medical purpose, and medical appliances coordination

CCMPA, CCMPA Departments

PEG

CCMPA, CCMPA Departments

 

free

+

-

7.

Certification of judicial-psychiatric and judicial-medical experts

CCMPA, CCMPA Departments

PEG

CCMPA, CCMPA Departments

 

free

+

-

8.

Appropriation of qualification for the law of proceedings of a certain judicial-psychiatric expert examination and judicial-medical expert examination kind

The committee,

The Departments of the Committee,

PEG

The committee,

The departments of the Committee

 

free

+

-

9.

Issuance of a permit for conducting of (non-clinical) preclinical research of biologically active substances

CCMPA

PEG

CCMPA

free

+

-

10.

Issuance of permit for conducting of clinical research and/or clinical trials of pharmacology and drug substance, products of the medical purpose, and medical technique

CCMPA

PEG

CCMPA

free

+

-

11.

State registration, re-registration and introduction of amendments to registration dossier of drug substance, products of the medical purpose and medical technique

CCMPA PEG

CCMPA

paid

+

-

12.

Issuance of license for import of tissues and/or the bodies (part of bodies) of person being brought, exportation as well as for entry, exportation of blood and removal of its components in cases provided for by the Code of the Republic of Kazakhstan
«on popular Healthcare and the Healthcare system»

CCMPA

CCMPA

free

-

-

13.

Issuance of finding (permissive document) for entry into the territory of the Republic of Kazakhstan and removal from the territory of the Republic of Kazakhstan of the hematopoietic stem cells, bone marrow in case of their relocation for the purpose of conducting of unrelated transplantation, as well as the samples of cells, tissues, biological fluids and secretions including of products of person's vital activity, physiological and pathological secretions, swabs, scrapings, washing away intended for diagnostic purposes or received during biomedical research being conducted

CCMPA

CCMPA

free

-

-

14.

Issue of decision about approval (non-approval) of names of original medicine instruments

CCMPA

CCMPA

free

-

-

15.

Issuance of documents on training's being completed, advanced training and retraining of personnel to healthcare branch

Scientific organizations and organizations of education in the field of healthcare

Scientific organizations and organizations of education in the field of healthcare

paid/free

-

-

16

Determination of compliance (mismatch) of potential service of guaranteed volume of free medical care provider with requirements that are made

The CPMS, LEB departments

The CPMS departments, the state corporation

free

-

-

Reductions:

NCEDM – RSE on PVC "National center of expert examination of drug substance, products of the medical purpose, and medical technique";

PEG - portal «e-government»;

LEB - local executive bodies.

Table 5

Services of local level  

 

 

The name of the service

The body exercising acceptance of documents

The body providing service

Paid availability/

Free availability

Partially automated

Fully becomes automatic

1.

Issuance of license, re-registration, issue of duplicates of license for medical activity

State corporation, LEB, PEG

 

LEB

paid

+

+

2.

Issuance of license, re-registration, issue of duplicates of license for pharmacy activity

LEB, PEG

 

LEB

paid

+

+

3.

Issuance of license, re-registration, issue of duplicates of license for activity connected with turn of narcotic drugs, psychotropic substances, and precursors into of healthcare areas

State corporation, LEB, PEG

 

LEB

paid

+

+

4.

Fastening to medical institution rendering primary medical-sanitary care

MO administering PSMC, PEG

MO administering PSMC

free

+

-

5.

Enrollment for intake to doctor

MO administering PSMC, PEG

MO administering PSMC

free

+

-

6.

Call of physician to home

MO administering PSMC, PEG

MO administering PSMC

free

+

-

7.

Voluntary anonymous and mandatory confidential medical examination for presence of a HIV infection

MO, rendering PSMC, Centers for prevention and struggle against AIDS of oblasts,

astana and almaty cities

MO, rendering PSMC, Centers for prevention and struggle against AIDS of oblasts,

Astana and Almaty cities

paid/free

-

-

8.

Issuance of certificate of medical organization rendering primary medical-sanitary care

MO administering PSMC

MO administering PSMC

free

-

-

9.

Issuance of list on temporary disability of medical organization rendering primary medical-sanitary care

MO administering PSMC

MO administering PSMC

free

-

-

10.

Issue of certificate on temporary disability of medical organization rendering primary medical-sanitary care

MO administering PSMC

MO administering PSMC

free

-

-

11.

Issue of extract from medical card of stationary treatment

MO providing a stationary care

MO providing a stationary care

free

-

-

12

Issuance of a certificate off a psycho neurological clinic

State corporation, MO

МО

paid

-

-

13

Issuance of a certificate off an addiction medicine clinic

State corporation, MO

МО

paid

-

-

14

Issuance of certificate of tuberculosis clinic

МО

МО

paid

-

-

15

Certification of specialists with medical education for implementation of sale of drug remedies and products of the medical purpose in towns distanced from the district center through drugstore posts in Healthcare organizations rendering primary Healthcare care, primary advisory-diagnostic aid and drugstore's mobile posts, in case of absence of specialist with education by pharmacy

LEB,

PEG

LEB

free

+

-

16

Registration of consent or revocation of agreement to voluntary donation in life of tissues (part of tissue) and/or bodies (part of bodies) after the death for purposes of transplantation

МО

МО

free

-

-

 
Reductions:
HA - Healthcare Administrations of oblasts,  Astana and Almaty cities;
MO - Medical organizations
PSMC – primary sanitation of medical care;
LEB - local executive bodies;
PEG - portal «of the e-government».

 

Changed on 29 April, 2016 - 20:27
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