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.

Speaking at the Global Action on Menopause Reception, co-sponsored by the Government of Spain and the Power in Menopause Organization at the 79th World Health Assembly currently on in Geneva Switzerland, the Minister has said that The World Health Assembly is discussing universal health coverage, NCDs, gender-responsive health systems, and the workforce of the future. Menopause and andropause sit at the intersection of all those themes. I call for the development or strengthening of a national menopause and andropause policy-one that covers clinical care, workplace protections, and community awareness; mandatory inclusion of menopause and andropause in every medical and nursing curriculum and the of use the power of this Assembly to urge WHO to develop a global framework to standardise midlife healthcare globally.”

Noting that he has already brought the matter to light during his sectoral presentation recently, the Minister noted that “Jamaica decided we could no longer afford the luxury of inaction. We are now in the final stages of developing a dedicated Menopause and Andropause Policy, to be tabled before Cabinet this quarter, with legislation to follow.   

Our plan includes: A dedicated national policy framework governing family, community, and workplace responses to menopause and andropause; a training programme ensuring menopause and andropause are embedded in health professional curricula because a doctor who cannot name andropause cannot treat it; a national health promotion programme to destigmatise these life stages; and clinical guidelines develop in partnership with professional associations, and streamlined importation approvals for menopause-related treatments,” the Minister added.  

In Jamaica, approximately 240,000 women are affected by menopause and 145,000 men by andropause, with many not knowing how to treat what can be deeply debilitating conditions.  The 79th World Health Assembly is being held in Geneva, Switzerland, from May 18-23, 2026.