Health Management Agency Launches Service Charter

The Lagos State Health Management Agency (LASHMA) has launched its Service Charter for both the Agency and ILERA EKO Health providers, Enrollees Handbook as well as Customers’ Bill of Rights for effective service delivery.

The Head of Service, Lagos State, Mr. Hakeem Muri-Okunola, while unveiling the Service Charter, Enrollees Handbook and Bill of Rights at Sheraton Hotel, Ikeja, said that with the launch by LASHMA has indicated its willingness to serve its customers statewide and be held accountable for lapses in the quality of the standard of service delivery.

He said, “The implication of today’s service commitment is that customer satisfaction must be at the forefront of all LASHMA processes and services”.

While commending ILERA EKO customers for their support and continued cooperation with LASHMA, the Head of Service reminded Enrollees that testimonials are key to the success of the scheme.

Muri-Okunola called on ILERA EKO Enrollees to spread the good news to all and sundry in order to collectively leave no one behind, just as he urged philanthropists, notable individuals, corporate organisations and religious bodies in the State to enrol their families, neighbours, employees, domestic staff and members on the Scheme.

His words, “We cannot and must not relent till ILERA EKO becomes a household name and health insurance becomes the norm in our society. This would be in fulfilment of the Agency’s mantra of leaving no one behind”.

The Commissioner for Health, Prof. Akin Abayomi, in his welcome address, said that the State Government had, since the passage of the Lagos State Health Scheme Law in 2015, done a lot towards ensuring that all residents in the State irrespective of their socio-cultural background, have access to quality, equitable and affordable healthcare.

He said that since the commencement of the Scheme in 2020, actionable steps have been taken by the Lagos State Government towards improving healthcare service delivery.

These, according to him, include expanding the ILERA EKO benefit package to cover more medical challenges as demanded by ILERA EKO Enrollees and the introduction of various health providers’ improvement initiatives to ensure that all customers have value for their money.

The Commissioner said that recently, the Agency launched its new health plans with the latest being the ILERA EKO Diaspora Plan, which is the first of its kind in Nigeria. He noted that the ILERA EKO customer app, telemedicine app and USSD code among others, were all part of the efforts of the State Government to ensure a customer-centric atmosphere.

Prof. Abayomi averred that the ILERA EKO Day is aimed at celebrating and appreciating the commitments of the customers since the commencement of the Scheme, saying “This day does not only marks a distinct milestone for the Agency but also the State Government’s effort to ensure sustainable access to quality and affordable healthcare to the teeming Lagos population”.

The Commissioner implored ILERA EKO Stakeholders to continue to work with the State Government in order to collectively realise the objective of “enhancing the delivery of good health services with efficient use of scarce resources”.

He said that the launch of the three documents will no doubt reinforce the confidence of the residents in ILERA EKO, imploring all the residents to prioritise their health and buy any of the health insurance plans of their choice.

General Manager, Lagos State Health Management Agency (LASHMA), Dr. Emmanuella Zamba, said the ILERA EKO Service Charter, Enrollees Handbook and Bill of Rights were conceived based on the need to ensure that both LASHMA and Health providers, deliver optimal services to the customers.

She added that ILERA EKO customers have a lot of rights which are unknown to many of them and that with the launch, customers will be abreast of their rights and complain when infringed upon.

Dr. Zamba, therefore, urged customers to call ILERA EKO Customer Service at 0800-ILERAEKO (0800-45372350) or 0700-ILERAEKO (0700-45372350) whenever they encounter any challenges while accessing care.