Service Level Agreement

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Service Level Agreement (SLA) Overview

This Agreement represents a Service Level Agreement between MNG-HA and its target audience for the provisioning of E-services required to support and sustain the services.

MNG-HA is keen to fulfill its satisfaction target audience satisfaction by providing e-services 24/7.

This Agreement herein is valid until further notice.

Below, you can find a list of e-services adhering to the MNG-HA’s required standards, as well as the maximum time to provide such services. Note that this time does not include the completion of missing requirements, as well as the time to be taken by a third party, such as government authorities, in processing the transaction.

Service Scope

The following Services are covered by this Agreement:

Patients eServices.
Job Seekers.
Vendors eServices.
Employees eServices.
Verification eServices.
Mobile Services.

Assistance and Support

Most of MNG-HA e-Services includes a section for assisting and supporting the target audience, in the form of a readable content such as User Guides.

Privacy and Confidentiality of Information

The NGHA implements security measures to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data. We restrict access to personal information to the NGHA’s business partners who may need to know that information in order to operate, develop or improve our services. These individuals are bound by confidentiality obligations and may be subject to discipline, including termination and criminal prosecution, if they fail to meet these obligations.

Learn more about Information Security and Site Security features.

Electronic Service Standards

MNG-HA’s e-services are available 24 hours a day, 7 days a week.
Service termination, maintenance or scheduled downtimes will be announced in advance through MNG-HA’s official communication channels.

Select service category to explore related services

Service Name	Implementation Time	Availability Time
Issuance and updating of the electronic patient card	Immediately
Proactive medication delivery after a virtual visit	Immediately
Predictive Appointments Booking	Immediately
Open New file for New baby	Immediately
Open New file for New baby	Immediately
Automatic addition of children's permissions	Immediately
Automatic update of insurance coverage	Immediately
Update Medical File	Immediately
Automatic update of the patient's national address	Immediately
Smart monitoring of patient vital signs	Immediately
OR Patient Journey tracking tool	Immediately
Open New File Electronically	Immediately
Book New Appointment	Immediately	24/7
Reschedule Appointment	Immediately	24/7
Cancel Appointment	Immediately	24/7
Radiology Results and Image Review	Immediately	24/7
Special Clinic Results Review	Immediately	24/7
Pathology Test Results Review	Immediately	24/7
Review and Refill Prescriptions	Immediately	24/7
Export Laboratory Test Results	Immediately
Review Inpatient Prescriptions	Immediately	24/7
Review Emergency Prescriptions	Immediately	24/7
Refill Prescriptions	Immediately	24/7
Dental Appointments Booking	Immediately	24/7
Export Outpatient Prescriptions	Immediately
Provide Home Health Care Service	Immediately	24/7
Eligibility Review	Immediately	24/7
Medical Eligibility and Coordination Status Inquiry-MNGHA	Immediately	24/7
Vaccination Information Review	Immediately	24/7
Electronic Medical Record Details Review	Immediately	24/7
Medical Report Review	Immediately	24/7
Suggestions & Complaints Review	Immediately	24/7
Education Content Review	Immediately	24/7
Outpatient Previous Visit History Review	Immediately	24/7
Inpatient Previous Visit History Review	Immediately	24/7
Emergency Previous Visit History Review	Immediately	24/7
Grant Access to a Family Member	Immediately	24/7
Dependents List Review	Immediately	24/7
Proactive preventive screenings	Immediately
Add Family Member	Immediately	24/7
Virtual Appointments Booking	Immediately	24/7
Request Virtual Emergency Service	Immediately	24/7
Dulani Service	Immediately	24/7

Service Name	Implementation Time	Availability Time
Permits System	2 working Days	24/7
Patients and Visitors Feedback	5 Working Days	24/7
Liver and Kidney Donation	3 Working Days	24/7
Medical Eligibility Request	3 Working Days	24/7
Inter-facility Patient Transfers	3 Working Days	24/7
Employment Certification Verification Service	Immediately	24/7
Sick Leave Request Inquiry Service	Immediately	24/7
Bank Confirmation Letter Service	Immediately	24/7
Medical Report Verification Service	Immediately	24/7
Social Club Membership Verification Service	Immediately	24/7
Earning Statement Letter Service	Immediately	24/7
Movable Assets	Immediately	24/7
Find a Location Service	Immediately	24/7
Find a Physician	Immediately	24/7

Service Name	Implementation Time	Availability Time
Virtual Call	Immediately

Service Name	Implementation Time	Availability Time
Service for Creating Your Resume Account	Immediately	24/7
Jobs Search	Immediately	24/7
Track Application Status	Immediately	24/7
Personal Account Creation Service	Immediately	24/7

Service Name	Implementation Time	Availability Time
Print Vendor Wise PAF Details Sorted by PAF Date Service	Immediately	24/7
View (MRR) Material receiving Report Service	Immediately	24/7
View PO Details Service	Immediately	24/7
View Unpaid Receipts without Invoices Service	Immediately	24/7
Request for quotation (RFQ) Service	Immediately	24/7