The Lagos State Health Management Agency (LASHMA) has entered into a strategic partnership with the Office of Transformation, Creativity and Innovation (OTCI) to review the ILERA EKO Healthcare Providers Service Charter. This collaborative effort aims to drive a more customer-centred, high-quality healthcare delivery system across Lagos State, ensuring that enrollees receive optimal service at all touchpoints.
Speaking during a three-day ILERA EKO Service Charter Review Workshop held at the Lagos Chamber of Commerce and Industry (LCCI) in Alausa, Ikeja, the Permanent Secretary of LASHMA, Dr. Emmanuella Zamba, highlighted the evolution of the initiative. She recalled that the agency originally launched both the LASHMA and ILERA EKO Service Charters on January 20, 2023, as vital tools to promote transparency, accountability, and measurable service standards across the state’s healthcare network.
Tracking Progress and Institutional Excellence
According to Dr. Zamba, the internalization of these standards into LASHMA’s core operations, processes, and systems has already yielded significant institutional milestones. The agency’s unwavering commitment to service excellence earned it the Outstanding Service Charter Award in 2024 and the Service Charter Compliance Award in 2025.
“The recognition is a testament to the Agency’s unwavering commitment to service excellence, accountability and continuous improvement. It affirms that the principles enshrined in the Service Charter are practicable, achievable and capable of driving meaningful improvements in organisational performance and customer satisfaction,” stated Dr. Emmanuella Zamba, Permanent Secretary, LASHMA.
Following the successful entrenchment of these values within the agency itself, LASHMA is now extending the same rigorous standards across its entire healthcare provider network. While praising facilities that have already integrated the charter, Dr. Zamba urged non-compliant providers to adopt the framework swiftly, as the agency plans to complete the review and re-launch the upgraded ILERA EKO Healthcare Providers Service Charter by the end of the year.
Building Patient Trust Through Accountability
The success of the healthcare transformation relies heavily on collective stakeholder engagement. Dr. Zamba urged workshop participants to provide honest, constructive feedback to help build a robust framework that reflects current healthcare realities. She also commended the Permanent Secretary of OTCI, Mrs. Toyin Anjous-Ademuyiwa, and her team for their continuous support in enforcing compliance.
Delivering a presentation titled “The Importance and Implications of Service Charter, Building Trust through Patient Centred Healthcare,” Mrs. Anjous-Ademuyiwa reminded health providers that the document holds real-world legal and ethical weight.
“Service Charter is not a document to be hung on the wall but a public commitment that communicates what we provide, how we serve, what patients can expect and how feedback is handled,” Mrs. Toyin Anjous-Ademuyiwa noted.
The OTCI boss concluded by emphasizing that the framework is designed to improve accountability, enhance service delivery, and increase patient satisfaction, reiterating that every patient retains the fundamental right to respect, dignity, confidentiality, and fair treatment within the state’s healthcare ecosystem.
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