CUSTOMER SERVICE CHARTER

Our Commitment to External Customers

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Customers. including patients, the public, healthcare facility operators, applicants, and partner agencies are at the center of everything we do. The HRA commits to delivering services that uphold the following principles and standards:

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Principles

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• We exist to protect the public, every decision we make is guided by the health, safety, and dignity of the people of the Turks and Caicos Islands.

• We operate with integrity, transparency, and accountability in all areas of our work.

• We treat all persons equitably, with respect and without discrimination.

• We are committed to continuous improvement in service quality, responsiveness, and professionalism.

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Standards of Service

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• We will greet all customers in person, by telephone, or in writing with courtesy and professionalism.

• We will acknowledge all written correspondence and submissions within 2 working days.

• We will provide clear, accurate, and timely information to assist applicants and members of the public in understanding our processes and requirements.

• We will communicate proactively with applicants and facility operators regarding the status of applications, inspections, and enforcement matters.

• We will handle all complaints fairly, promptly, and in accordance with our established complaints procedure.

• We will maintain the confidentiality of information shared with us in the course of our regulatory functions.

• We will uphold the rights of facilities and individuals to be heard before adverse regulatory decisions are made.

• We will publish information about our services, standards, and procedures to support informed engagement by all stakeholders.

 

Our Commitment to Internal Customers

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At the HRA, we recognise that our staff are our most valuable asset. The quality of service we deliver externally is a direct reflection of how we treat, value, and support one another internally. We are committed to fostering a workplace culture that is respectful, collaborative, performance-oriented, and empowering.

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Principles

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• We believe that every member of our team contributes to the HRA’s mission and deserves to be treated with dignity and respect.

• We are committed to building a culture of accountability, teamwork, and continuous professional development.

• We recognise that a healthy, motivated, and well-supported workforce delivers better outcomes for the communities we serve.

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Standards for Working Together

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• We will treat all colleagues, including supervisors, peers, and direct reports with professionalism, empathy, and mutual respect.

• We will communicate openly, honestly, and constructively, and will provide feedback in a manner that is supportive and solution-focused.

• We will honour agreed deadlines and commitments to colleagues and will communicate promptly if circumstances require a change in timelines.

• We will share information and knowledge generously to support team performance and organisational effectiveness.

• We will participate actively in team meetings, planning sessions, and professional development activities.

• We will raise concerns and disagreements through appropriate channels, maintaining professionalism at all times.

• We will acknowledge and celebrate the contributions and achievements of our colleagues.

• We will support new staff and colleagues in understanding HRA processes, standards, and expectations.

 

How You Can Help Us Serve You Better

 

We can deliver better, faster, and more effective services when our clients and stakeholders support us by:

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• Providing complete and accurate information with all applications, submissions, and requests;

• Submitting applications and supporting documentation within established timelines;

• Responding promptly to requests for additional information, clarification, or documentation;

• Ensuring that facility staff cooperate fully with inspectors and HRA personnel during inspections and investigations;

• Notifying the HRA promptly of any changes to facility ownership, operations, services, or key personnel;

• Engaging constructively in consultation processes, meetings, and review activities; and

• Providing feedback, including complaints to help us identify areas for improvement.

 

Feedback and Complaints

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The HRA values all feedback and is committed to addressing concerns promptly, fairly, and transparently. Members of the public, patients, healthcare providers, and partner agencies are encouraged to share compliments, complaints, or suggestions regarding the quality of our services.

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All complaints will be acknowledged within 2 working days of receipt. Complaints will be reviewed in accordance with the HRA’s Complaints Handling Procedure and the applicable policies and procedures of the Government of the Turks and Caicos Islands. Where a complaint cannot be resolved internally, the complainant will be advised of alternative avenues available to them.

 

Feedback and complaints may be submitted by:

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• Email: info@hra.gov.tc

• Telephone: 1-649-338-4924

• Post or in person: Health Regulation Authority, Town Center Mall, 2nd Floor, 23 Parade Avenue, Providenciales, Turks and Caicos Islands

• Telephone: During office hours, Monday – Friday, 8:30 a.m. – 4:30 p.m.