MEDS Newsletter A quarterly publication of Mission for Essential Drugs and Supplies December 2015 EDITION
VOLUME 23 NO. 4
WRAPPING UP 2015
RECAP OF THE YEAR Driven By Quality
ISO 9001:2008 CERTIFIED
Editor’s Note FROM THE EDITOR
Dear Readers,
We thank God for seeing us through the year and for giving us opportunity to share with you, our valued clients, highlights for 2015. This has been a busy and fruitful year for MEDS family; we trust you have had a successful one as well. We thank you for your support, engagement and feedback. Each role you play counts and as the year draws to a close, we are upbeat that we will all add onto the strides we have made so that 2016 becomes an even better year. During the year we had two successful MEDS Days and we were able to discuss pertinent topics such as leadership and governance in delivery of healthcare services. Pertinent issues concerning improving healthcare were discussed during these fora with participants drawn from Faith based, private and public sectors. We have captured the various events in this edition for your reading and we plan to have many more in 2016. Feel free to share with us articles that you would like featured in our Newsletters in 2016. There is a gift for all suggestions sent to the Editor! We thank you for the continued support over the years and invaluable insights which have formed the springboard for this Newsletter. Keep the feedback coming on
[email protected]! I wish you a merry Christmas and a blessed 2016.
Gladys Mburu
2 Inside this issue MD’s WORD …..P 3-P4
Letters to the Editor……P 5
MEDS at a glace………..P6-P10
Pictures…………………..P11-P12 Special Projects…………P13 Profile……………………P14
Training schedule……...P 15
News……………………..P 16 Customer Service………P 17
Profile…………………....P 18 Staff News……………....P 19
CALL FOR ARTICLES The topic for the next issue of MEDS newsletter is “Health Human Capital Management” Email your articles to:
[email protected] Or send to: The Editor, MEDS Newsletter, P O Box 78040, Viwandani, Nairobi, Kenya. Mission for Essential Drugs and Supplies-MEDS
@meds_kenya
Editor
MEDS NEWSLETTER
DECEMBER 2015
Message from the MD How we made it in 2015
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With the plan having reached mid-year, it was vital to take stock of progress made, in order to reevaluate the relevance of our strategies in accomplishing the planned objectives. In September, 2015, MEDS Board of Directors and Trustees together with the Management team, held a joint retreat to receive and review the midterm report on the achievements of the Strategic Plan.
MEDS MD, Mr. Paschal Manyuru ay the joy of Christmas be with you this festive season. For the last 29 years we have grown, achieved milestones, forged new partnerships and transformed lives. It gives me great pleasure to look back how the year has been and share with you a few of the key highlights. This has been an extremely busy year as we forged ahead with different initiatives all in line with our vision to be a world class faithbased medical supply chain and capacity building organisation.
M
Despite the challenges, we stayed on course with our mission to provide quality, reliable, affordable essential medicines and medical supplies, capacity building and quality control guided by Christian and professional values. Strategic Plan
Our current five year Strategic Plan (2013-2017) has been under implementation for the last two and a half years.
MEDS NEWSLETTER
It is worth noting that MEDS management continually implemented the planned strategies, complementing government efforts to improve quality healthcare services. Many achievements were noted as well as a number of challenges which were highlighted and initiatives put in place to address them. Milestones and achievements In 2015, we were able to conduct a face to face customer satisfaction survey from our clients. The feedback we obtained put us on a pedestal to serve our clients better. We managed to process over 16,000 purchase orders for more than 2,000 clients within Kenya and beyond. In addition, we grew our client base in South Sudan partnering with like -minded organisations and contributed towards bringing hope in the young nation. In the coming year, we are keen on developing stronger links & mutually beneficial partnerships with NonGovernmental Organisations (NGOs) and other players in the Health sector for enhanced healthcare service delivery. During the year, we were able to formulate better ways of managing stocks required by Counties being our newest market segment, following devolution of health services. Our purchasing section in consultation with other stakeholders introduced a special warehouse for purposes of managing stocks required by the Counties. Stock needs from the Counties were monitored and processed through the special warehouse and this ensured
DECEMBER 2015
Message from the MD How we made it in 2015 Cont…….from page 2
availability of enough stocks for our regular clients at all times. We are happy to be serving 38 Counties which are currently purchasing supplies from us. We are also keen on improving our turnaround time and out of stock situation in the coming year so that our clients get their stocks whenever they require them. Quality Audits
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Suppliers Conference and MEDS Days We held a successful suppliers’ conference at MEDS Centre in Nairobi which accorded us opportunity to share experiences, interact and chart way forward on how to enhance partnership for optimum service delivery. Other successful events were the MEDS Days where MEDS management met and interacted with representatives from our clients and stakeholders. We managed to hold two successful MEDS Days in Nairobi and Kisumu. We will be sharing the timetable for 2016 MEDS Days to enable our clients book the date.
At MEDS, quality is our hallmark. We have in place procedures and work instructions which help standardise processes so that we deliver quality products and services. In 2015 the United States Agency for International Development (USAID), Challenges International Committee of Red Cross (ICRC) and Kenya Bureau of Standards (KEBS) conducted Despite all the above achievements, the year 2015 came with its fair share of challenges in the supply quality audits and gave us clean bill of health. chain. The Kenyan shilling continued depreciating At the same time, our World Health Organisation against the dollar touching the lowest scenario of (WHO) prequalified laboratory has continued to up to about 20 percent. This greatly affected the play a key role in analysing quality of medicines in tender supplies of our commodities. With the risKenya and the wider African region. The number ing prices, suppliers increased their prices by simiof samples tested has increased tremendously as lar margins which greatly affected our clients buymore and more clients from Kenya and beyond are ing power. Steady supplies of goods were also disseeking our services. Corresponding revenue from rupted by increased prices leading to higher stockthe laboratory services grew significantly. outs. We are however grateful to a good number of suppliers who managed to maintain their prices Capacity Building during this period. MEDS has been able to build capacities of various health workers and institutions through key part- As we continue serving you, we would like to take nerships across the year. Health practitioners were this opportunity to thank you all for your unwavtrained during. MEDS, IMA World Health, Na- ering support through 2015. On behalf of MEDS tional Organisation of Peer Educators (NOPE), Board of Trustees, Board of Directors, Management and Staff, we wish you a Merry Christmas Christian Health Association of Kenya (CHAK) and a blessed 2016! And University of Nairobi Centre for HIV Prevention and Research (CHIVPR) made a joint application and won a five-year contract for a project aimed at improving access and uptake of quality health services in Nairobi County. MEDS NEWSLETTER
DECEMBER 2015
HAVE YOUR SAY
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Dear Damaris, On behalf of Nyansiongo Maternity and Nursing Home, I would like to thank you for the services you gave us on our last order. We received the goods in good condition and we really appreciate. Regards Michael Nyamoko This is to sincerely appreciate MEDS staff through your office for honoring our request regarding our order. We received the medicine in good condition and we thank you all for being there for us in time of need. We appreciate the way the cartons were tied with the plastic belts– the best way of packing cartons being transported to North Eastern, Garissa, Wajir and Mandera. Thank you Julius AIC Wajir Dispensary
MEDS NEWSLETTER
The Chief Executive Officer, MEDS, Nairobi. Dear Sir/Madam The free medical camp-Kamulu was held on Saturday, 29th August, 2015 and the events was very successful. We are hereby writing to express our gratitude for your generosity and valuable participation towards this success. Your willingness to help the needy and sick people in our community touched many people who had the chance to seek free medical care. God bless you abundantly. Yours Faithfully, Jamaa Mission Hospital Sr. Rachel Muthoni Hospital Administrator
DECEMBER 2015
Scaling greater heights to serve you better By Gladys Mburu
MEDS at a glance
(Left) A customer service officer explaining a point to MEDS clients The year 2015 has been busy and vibrant. Customer Care and Distribution Section achieved a lot. In a nutshell, we close the year with a big smile having achieved the following; Customer satisfaction
In the course of the year, we conducted a Customer Satisfaction Survey where we sought feedback from our clients on service delivery. The exercise was an eye-opener. Notably, this year’s approach included getting views from our clients through face to face interviews. We have already adopted the feedback in order to make our services better. Processing orders
We managed to process more than 16,000 orders within Kenya and beyond. Compared to last year, this year saw us increase the number of orders sent to Sudan. We are working towards strengthening our links with the South Sudan NGOs. MEDS NEWSLETTER
We seek to partner with these NonGovernmental Organizations (NGOs) in healthcare service delivery. Following growth in the number of customers we have been serving, we increased the number of transporters. This has ensured we offer faster services to our clients and also enhanced efficiency of our deliveries. Ordering template
Since we introduced MEDS ordering template, there has been quick uptake. More than 70 percent of our customers are currently using the MEDS template to place their orders. This template makes it possible for customers to upload their orders into our system.
DECEMBER 2015
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MEDS at a glance
Empowering health workers, one at a time By Jonathan Mbului
or more than 25 years, MEDS has been training health workers drawn from Kenya and Africa.
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Malaria Control Unit
This year, the training section was awarded two contracts by the Malaria Control Unit to train 560 health workers in Nairobi. The training was a huge success, surpassing the target by five participants. The task involved training Nairobi County and Private and Public Sector health workers on malaria case management. Funzo Kenya
MEDS was also awarded a contract to train 700 health commodity managers on eproductive health commodity management by IntraHealth International. The project was aimed at building capacity of eight counties in budgeting for commodities and monitoring supply chain management performance through e-learning and face to face mentoring. The counties targeted were; Turkana, West Pokot, Bungoma, Busia, Elgeyo Marakwet, Uasin Gishu, Trans Nzoia and Nandi Counties. MEDS was charged with the responsibility to advertise and popularize the elearning course, recruit learners to undertake the course and to train to completion the chain managers. In addition, MEDS was to provide post training mentorship support to 50 trained managers. By the end of November 1268 participants had been enrolled while 516 had already completed their course.
MEDS NEWSLETTER
Silhouette image of students in class Of the participants, 307 were female while 135 were male. Afya Jijini
MEDS took part in a joint application with IMA World Health, National Organization of Peer Educators (NOPE), Christian Health Association of Kenya (CHAK) and the University of Nairobi Centre for HIV Prevention and Research (CHIVPR). The organization was awarded this project. This is a five-year project aimed at improving access and uptake of quality health services in Nairobi County by increasing access and uptake of Maternal, Neonatal and Child Health (MNCH), family planning and reproductive health. Other are Water, Sanitation and Hygiene (WASH) and nutrition services as well as strengthened county and sub-county health systems. DECEMBER 2015
Empowering health workers, one at a time
MEDS at a glance
Cont……..from page 6
Some of the participants who took part in the malaria training course SOS Somaliland MEDS was contracted to train 12 teachers from SOS Sheikh School in Somaliland. The 12 teachers were trained on adult facilitation skills in order to train fellow teachers. Clinton Health Access Initiative (HAI) The organization secured an opportunity to train 2000 health workers on use of Zinc ORS in diarrhoea management between October and December 2015.
MEDS NEWSLETTER
Facility Based Trainings Trainings were conducted in Nanyuki Cottage Hospital, Mariakani Cottage Hospital, James Finlay, Mathari hospital in Nyeri and World Health Organisation (WHO) Somalia. Science Scope Limited
One hundred health workers were trained on management of diabetes with support from Roche Diabetes Care. Annual Training Programme A total of 168 health workers were trained through the MEDS 2015 Annual Training programme.
DECEMBER 2015
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MEDS at a glance
Empowering health workers, one at a time Cont……..from page 7
Feedback from participants MEDS, We thank you with all of our hearts, you proved to be kind and caring persons. Thanks very muchParticipants of Project Management and Resource Mobilization for Project Sustainability Seminar (November 2 to November 6, 2015). Thank you very much! God bless you ALL. Nehemia Macharia, PCEA Kikuyu Hospital I am indebted the opportunity I was accorded to be trained. God bless MEDS. Thank you Victoria for encouraging me to come. Gloria C. Kitur AIC Litein Hospital Thanks for the opportunity to get knowledge and insight. Nelly Wambui Muthee Machakos Level 5 Hospital Thanks a lot for the opportunity and the insights gained thro’ this training. God bless you for your good work. Emmy C. Rotich Tenwek Mission Hospital
Feedback from participants In every situation your input to our lives will always remain. Thank you very much. Bro. Atanasius Gichuru— Tigania, St John Some of these opportunities are not always available. I do thank you for giving us the opportunity to learn and taking good care of us. Bernard Isimani Cargo Human Care Medical Centre Thank you for the workshop. It was wonderful. Br Benedict Kisio, Bishop Kioko Hospital Thank you for the opportunity to get the training. It is a blessing to be party to MEDS. Rev. Samuel Kendagor Bible Faith Medical Service Thank you Jonathan for your follow-up. We had a wonderful training and good time at MEDS. Project Management is one of the best courses and I really appreciate you people for making it happen. I look forward to coming for another training next year and wish MEDS all the best. Thanking you in advance Alice Watetu Waweru Cargo Human Care Medical Centre
Grateful for the hospitality, insightful and relevant training. Be blessed Makite. S. L Machakos Level 5 Hospital MEDS NEWSLETTER
DECEMBER 2015
Conquering the challenge of managing stocks By Peter Mwangi
When the year 2015 began, there were high expectations for Purchasing section. We were facing fresh challenges and developing bigger objectives to support the organizational objectives. The section was expected to devise new ways of mitigating against the challenges experienced in 2014. Materials Like any other organization, MEDS require materials, supplies and services. The materials must be able to meet clients’ needs. Their quality must also be in tip-top shape. Achievements With the entrant of new market segment to serve- the counties, the year 2014 came with its own share of challenges in management of supplies. In 2015 we developed better management of the stocks required by the counties. The section in consultation with other stakeholders introduced a special warehouse ‘CG’ Warehouse to meet counties’ needs. This meant that any county’s stock requirements was monitored and processed through this special warehouse. This ensured there was enough stocks for regular clients at all times. There was also better management stocks leading to a higher order fill rates of over 90 percent for county orders processed. Suppliers conference This year’s conference which was held on September 10, 2015 under the theme “Assuring Reliable, Quality and Affordable Healthcare Commodities in the New Constitutional Dispensation was well attended. Over 65 prequalified suppliers participated. The conference now in its 7th year provides opportunity to both the suppliers and MEDS to share, interact and chart a way forward on how to enhance partnerships for effective service delivery. MEDS NEWSLETTER
MEDS at a glance It is also a platform where feedback on past performance is communicated to the suppliers. The forum was graced by Dr. Paul Mwaniki, President- Pharmaceutical Society of Kenya (PSK). He gave a key note address on the Impact of Substandard & Counterfeit Products on Healthcare Delivery in the Country. He also underscored the need for all the players in the industry to provide quality products. In attendance was Dr. Hezekiah Chepkwony, Director- National Quality Control Laboratory (NQCL) who stressed the importance of Collaboration in Improving Quality Standards for Medicines in the Country. Special team Also in attendance was a special team from CADIMEBU-a drug supply organization in Democratic Republic of Congo headed Mr. Jean Claude Deka Lundu who reiterated the need for collaboration of organizations with like minds. Depreciating shilling Another challenge faced during the year 2015 was continued depreciation of the Kenyan currency against the dollar with fluctuation rate of 15 to 18 percent. This greatly affected the tender supplies. With the rising prices, suppliers increased their prices by similar changes which greatly affected the clients buying power. Steady supplies of goods were also disrupted leading to higher stock outs. However, some suppliers managed to maintain their prices during this period.
DECEMBER 2015
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PICTURES By MEDS Team
11 In Pictures
Wycliffe Nandama MEDS Senior Manager—Supply Chain in (white shirt) explaining a point to visitors from Funzo Kenya before taking them round for a tour at MEDS Warehouse
Some of the delegates during MEDS Day Nairobi in May 2015 MEDS NEWSLETTER
DECEMBER 2015
Pictures
By MEDS Team
In Pictures
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MEDS MD Paschal Manyuru, MEDS Management and delegation from Novartis at MEDS Centre
MEDS Head of Customer Services, Dr. Jonathan Kiliko presenting a token to the First Lady, H. E Mrs Margaret Kenyatta in Mandera MEDS NEWSLETTER
DECEMBER 2015
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Special Projects
Partnerships that transform the world By Mariana Mutwiri
The project which aims at ensuring access to affordable hypertensive care medicines is under a consortium of five organizations among them Christian Health Association of Kenya (CHAK), MEDS, Ministry of Health, Division of Non-Communicable Disease. Base of the Pyramid Project
A child being fed with ORS Zinc solution Mama and Toto Rescue Project A year ago, Johnson & Johnson partnered with MEDS to tackle maternal health challenges in Kenya. Dubbed Mama and Toto Rescue Project, its implementation was a culmination of various activities that took place in eight specific facilities. The global firm is funding the project from the process of child birth to early childhood. In Kenya, there are disadvantaged areas that experience high maternal deaths, lack vaccines and personnel among others. The project ensures the selected facilities are equipped through donations such as incubators, boreholes, clean water and medicines. The fund, USD 120,000 is shared among the eight facilities. The highest funding released to a single institution is Sh 1.3 million and the lowest Sh 1 million.
This is also a private public partnership funded by the Danish International Development Agency (DANIDA) and Novo Nordisk Pharmaceutical Company. It is a consortium of three organizations, CHAK, Kenya Conference of Catholic Bishops (KCCB), MEDS and Ministry of Health, Division on NonCommunicable Disease (DNCD). The Project is geared towards ensuring access to affordable insulin by health facilities through MEDS. Novartis Sandoz This is a price access programme which aims to provide affordable medicines to individuals living with conditions such as hypertension, asthma, diabetes and breast cancer.
Healthy Heart Africa Project This is a public private partnership funded by AstraZeneca Pharmaceutical Company. It was launched in Kenya in 2014.
MEDS NEWSLETTER
DECEMBER 2015
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Profile
One on one with MEDS Head of Customer Services Dr. Jonathan Kiliko For example in the next five years I see MEDS modestly growing from the current level of Sh2.5billion to about Sh5billion before me venture into consultancy, research and teaching. It is important to mention that without God-driven plan, life can be boring and less purposeful. What lessons have you learnt in life so far?
Challenges in life are dynamic and sometimes unpredictable, and this makes living exciting!
Head of Customer Services, Dr. Jonathan Kiliko
Briefly take us through your career journey Come to think of it, what is my career? An Educationist…. Business Administrator…. Trainer, Marketer or Strategist? I graduated with Bachelor’s Degree in Education (Economics and Business Admin) and taught for two years before joining the private sector as a Business Administrator. After six years I moved to MEDS where I worked as a Training Manager for six years before taking up the role of heading the Customer Services Department. With relevant experience and a doctorate degree, I have honed my skills in marketing, strategic management, corporate governance practices, writing funding proposals, customer care and distribution. The Lord has guided me to where I am today.
Looking at where you currently are in life, is this where you had seen yourself five years ago? Yes, all the goals and targets I set five years ago have largely been met, mainly because I have always believed I can do all things through Christ who strengthens me. MEDS NEWSLETTER
Team work is a key ingredient for success for without teamwork one cannot achieve much. Having and practising excellent organisation and planning skills for better outcomes is important. Good mentorship entails effective delegation of responsibilities. I have also learnt that hard work pays and if you want to achieve anything, put your best honest effort. One has to practise high levels of honesty and integrity in all they do. However, to successfully manage people, one needs extra skills that portray effective leadership. In terms of career growth, it pays to remain focused to your goals while at the same time endeavouring to improve the bottom line in terms of attaining new skills relevant to your job and envisaged future undertakings. I have learnt that focusing on the big picture is important in order to avoid getting distracted. Remember the story of Peter walking on water to meet Jesus Christ? Peter walked steadily to Jesus when he kept his eyes on him but started sinking immediately he lost focus. It is important to trust God, remain humble, appreciate other people and live a purpose-driven life. Cont...to Page 18 DECEMBER 2015
Training schedule for 2016 Code
Course
M001
Effective Health Facility Leadership and Management
M002
Effective Customer Service Training
M003 M004 M005 M006 M007 M008 M009 M010 M011 M012 M013 M014 M015 M016 M017
M018
Capacity Building
Number of Training Days 5 4
Cost Facilitation
15,000
Accomm odatio n 15,000
10,000
15,000
(Non Residential)
Calendar Training Dates
Town Venues
14th - 20th February 2016
MEDS Centre Nairobi
13th- 18th March 2016
MEDS Centre Nairobi
Effective Training of Trainers (TOT)
5
15,000
15,000
3rd- 9th April 2016
Leadership Development Training
3
15,000
15,000
17th - 20th April 2016
5
10,000
15,000
24th-30th April 2016
15,000
8th -13th May 2016
15,000
22nd- 28th May 2016
15,000
12th - 18th June 2016
15,000
26th June - 2nd July 2016
15,000
10th -13th July 2016
15,000
17th July -20th July 2016
15,000
31st July - 5th August 2016
Current Guidelines on Management of Common Diseases Effective Management of Health Commodities and Supplies Trauma Counselling and Psychological Debriefing Project Management and Resource Mobilization Rational Medicine Use and Managing Antibiotics Resistance Effective Budgeting Skills for Managers and Supervisors Basic Life Support ( BLS Training) Diabetes Management and Patient Education Current Guidelines on Management of Common Diseases Effective Health Facility Leadership and Management Management of Haemorrhagic Fevers and Infectious Diseases Management of NonCommunicable Diseases Focus on Hypertension
Managing Hospital Associated Infections Result Based Human Resource Management-( Performance Management)
MEDS NEWSLETTER
4 5 4 5 3 3 4
10,000 15,000 15,000 10,000 15,000 15,000 10,000
MEDS Centre Nairobi Milele Conference Nairobi MEDS Centre Nairobi MEDS Centre Nairobi MEDS Centre Nairobi MEDS Centre Nairobi MEDS Centre Nairobi Milele Conference Nairobi MEDS Centre Nairobi MEDS Centre Nairobi
5
10,000
15,000
5
15,000
15,000
21st - 27th August 2016 4th -10th September 2016
15,000
18th -23rd September 2016
3
10,000
4
10,000
15,000
4
15,000
15,000
6th - 11th November 2016
15,000
4th- 10th December 2016
15,000
MEDS Centre Nairobi Nakuru MEDS Centre Nairobi MEDS Centre Nairobi
2nd -7th October 2016
3
115
MEDS Centre Nairobi
Milele Conference Nairobi
DECEMBER 2015
116
News
Celebrating Pope Francis visit: Lessons for Kenya
t is not every day that a spiritual leader of Pope Francis’s calibre visits a nation. Kenya was therefore blessed to host the Pope in November 2015. The East African nation was the first country he set foot in. He later went to Uganda and the Central African Republic. The jubilation with which he was received was evident that he is a celebrated Catholic Church leader.
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On November 26, 2015, tens of thousands of Kenyans braced the heavy downpour just to join the Pope in celebrating the holy mass at University of Nairobi Grounds. They sat patiently, sang songs and danced gracefully. This was their long awaited moment of worship. Spending time with the poor
After the holy mass, Pope Francis who has a soft spot for the poor chose to spend time in Kangemi. It was at the tin-roofed homes where he described injustices against the less fortunate as new forms of colonialism. “Our world has a grave social debt towards the poor who lack access to drinking water because they are denied a life consistent with their inalienable dignity,” the Pope stated. Spreading message of humility
Pope Francis has been spreading a message of humility every where he goes. From the car he travels in to the people he choses to spend time with, humility is evident.
Most of us, when asked about what adjective that comes to mind when we think about Pope Francis, humility tops the list. After his election as the new Pope, he rode back to St. Martha guesthouse with other cardinals rather than using the papal car. He also chose to live in the guesthouse rather than the opulent papal apartment. From time to time, the Pope extends warm welcome to trash collectors and cleaners daily to mass. In addition to all these, he carries his own luggage on planes and is usually driven in a Ford Focus. During his Kenyan visit, he was ferried in a small Honda from where he waved at enthusiastic crowds and worshippers. Speaking against ills of the society
Besides practising humility wherever he goes, Pope Francis has been consistent in his views about the ills the affect the society. During his address to young people at the Safaricom Stadium Kasarani in Nairobi, he spoke against corruption, tribalism and land grabbing- issues that have been sticking out like sore thumbs in Kenya. He advised the youth to shun corruption, tribalism and the lure of radicalisation. Further, he asked leaders to ensure the youth get employment and education opportunities to prevent them from being tempted by fanatical ideologies. The Pope was addressing thousands of youth gathered at the Stadium.
MEDS NEWSLETTER
DECEMBER 2015
FREQUENTLY ASKED QUESTIONS (FAQs) Q. MEDS training interventions are very expensive. Can you think of how to cushion your loyal clients? A. MEDS course are no longer supported by donors, like it used to be some years back. The course fees is only meeting direct costs and it is quite competitive when compared to the prevailing market rates. However, MEDS sponsors some course with financial support from partners such as diabetes training by Roche, Mama & Toto Rescue Project by Johnson & Johnson, in addition to allocation of bonus and free training opportunities. Q. Getting through and communicating with MEDs remains a problem and a big nightmare A. The telephone lines are usually busy but we advice all clients to use the ISDN pilot lines (0719086000 or 0703160000 to access any free line. Q. Sometimes MEDS team make calls to indicate items out of stock when one is off duty. Is there a way you can communicate via email especially in the case of a number of items? A. You will agree with us that there is no way of knowing a client is off duty since all calls are made between 8 and 5 pm which is a typical working day. Q. Communicate stock availability status immediately you receive an order. This allows clients to make alternative arrangements as they wait for MEDS supplies.
A. Communication on out of stock (OOS) is made when an order is being keyed in. This means that it is a challenge to communicate the items that are OOS immediately an order is received. The Key Performance Indicator (KPI) is at least within two hours of receiving the order. MEDS should have booked and keyed it in before communication is done.
MEDS NEWSLETTER
Customer Service
Q. Is it possible for a facility to compute and knock off the 2 percent discount automatically when making payment?
A. Yes. Provided the Unit has confirmed that payment is received in MEDS within 30 days from date of invoice and that there is no other outstanding debt on account. Q. Many health facilities have never received their 2 percent discount yet payments of their bills are done within 30 days.
A. Any affected health facility should provide details for MEDS to address the matter. Q. Do client who pay between 30 and 60 days qualify for a bonus? Why are they not given?
A. Yes. They are given. Bonus is pegged on volume of sales and outstanding debt at close of the year. It is discount that is not pegged on continuous timely payment of invoices within 30 days. Q. There is usually no communication from credit control; orders are held until a client calls.
A. This is an exceptional case and the affected clients should identify themselves so that the matter can be addressed directly. The general rule is that clients are contacted by email or telephone immediately it is apparent that the order will not be processed for whatever reasons. Q. Is it possible for MEDs to offer free facility based training to its loyal clients? A. This can be considered depending on the volume of sales from such facility. MEDS can reallocate part of the health facility’s allocated bonus for the previous year.
DECEMBER 2015
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18 What advice can you offer young upcoming managers?
They should invest in their area of expertise through reading, mentorship and coaching from other experts is worth pursuing, work hard work and commit to whatever they do with an aim of remaining on the cutting edge and pursuing excellence in anything they set out to do. Further, they should know that management styles are different but they can apply what they learnt in class and reality at the workplace. Young managers should also learn to stand alone at times as one cannot lead by wanting to be popular with everyone! Also, remaining a leader at whatever level, being a role model, practising integrity and honesty coupled with the right work attitude differentiates an effective leader from “just a manager.” Are you able to single out some qualities which you think every leader should possess? A leader should be:
Visionary and able to envision other people– people follow great ideas, not their supervisors A person of integrity, focus and a team player A good listener, communicator and role model Proactive and open-minded (accommodative of other people’s ideas) Loyal to the system and adheres to laid down rules and regulations. Guided and able to demonstrate the fruit of the Holy Spirit Galatians 5:22-23
You are currently the Head of Customer Service at MEDS, what is your management style?
Creating an enabling environment for managers to solve problems, open door policy, effective delegation and staff empowerment. You have just completed your PhD in corporate governance, what informed your decision to study this area?
I have been in the corporate world for some time now. A big hurdle that most corporates have failed to achieve is proper governance. I felt the need to make a contribution to theory, policy, managerial practise and methodology And how long have your worked in this organisation? What can you say about your experience working in MEDS?
I have worked in MEDS since January 1997 (18 years now). MEDS is a great organisation and I have seen it grow from a small outfit to the facility it is at the moment. What do you do in your free time?
Do I really have a free time? I no longer can say I have free time due to the nature of my work and the hours I had put in during my studies. Sometimes I try to make my day longer by staying late and waking up early to attend to the many tasks competing for my time. Without following any order, my time is spent on work, family, singing in church choir, attending social events and gatherings, reading, researching and writing motivational publications, visiting the gym for work -out and walking, then putting the tired body for some 6-7 hours of rest before another busy day!
The common mix of styles I find myself using include: Participatory-interacting and holding dialogue with the departmental staff. Management by Objectives: Setting individual objectives that contribute towards departmental objectives. This creates a sense of ownership and promotes objective performance management. MEDS NEWSLETTER
DECEMBER 2015
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Staff News
Building teams for excellence
By Irene Miako and Harrison Kinyanjui
Well done!
Staff of the Quarter is Ruth Juma, Warehouse Assistant. Human Resource Employees are a huge resource to any organization. At the Human Resource Section, we were able to organize activities to motivate staff, conduct trainings and also offer opportunities for staff to attend external conferences. The MD, Mr Paschal Manyuru attended the Purple Ocean Strategy training. To ensure our team maintains wellness, we held health talks on the importance of routine health check-ups. This was taken seriously and we saw a remarkable improvement on the number of people who have gone for routine check during the year. As 2015 comes to a close, we have conducted about 24 trainings both internally and externally.
Administration In order to prepare for the organization’s security, services level contracts were completed. The organization also rolled out a scheme enabling Field Officers to acquire modern cars to facilitate their activities. In addition to the above, we also upgraded our telephone system PABX which has seen the equipment extension capacity rise from 64 to 300 extensions.
MEDS NEWSLETTER
DECEMBER 2015
Driven By Quality
ISO 9001:2008 CERTIFIED MISSION FOR ESSENTIAL DRUGS AND SUPPLIES
Along Mombasa Road, Opposite Nation Printing Press-Nairobi |P O Box 78040, Viwandani -Nairobi 00507, Kenya. Tel 3920000, 3920500, 0734600310, 0722202106, 0726937222, 0730160000, 0719086000 Telkom wireless: (020) 2124453, 2532214/16| Fax 3920600
Email:
[email protected]| Website: www.meds.or.ke
Facebook: Mission for Essential Drugs and Supplies-MEDS| Twitter: @meds_kenya
