TORs: National Junior STTA – Operations Manager
Technical Assistance for Assessment of the Implementation of Punjab Healthcare Commission’s Minimum Service Delivery Standards (MSDS) in Selected Healthcare Establishments
Programme
Evidence for Health (E4H) is a Foreign, Commonwealth & Development Office (FCDO)-funded programme aimed at strengthening Pakistan's healthcare system, thereby decreasing the burden of illness and saving lives. E4H provides technical assistance (TA) to the Federal, Khyber Pakhtunkhwa (KP), and Punjab governments, and is being implemented by Palladium along with Oxford Policy Management (OPM).
Through its flexible, embedded, and demand-driven model, E4H supports the government to achieve a resilient health system that is prepared for health emergencies, responsive to the latest evidence, and delivers equitable, quality, and efficient healthcare services. Specifically, E4H delivers TA across three outputs:
Output 1: Strengthened integrated health security, with a focus on preparing and responding to health emergencies, including pandemics.
Output 2: Strengthened evidence-based decision-making to drive health sector performance and accountability.
Output 3: Improved implementation of Universal Health Coverage, with a focus on ending preventable deaths.
Background and Problem Statement
Established through the promulgation of the Punjab Healthcare Commission Act 2010 (PHC Act 2010), the Punjab Healthcare Commission (PHC) is the regulatory body for healthcare facilities in Punjab. PHC’s mandate is to improve the quality of healthcare in the public and private sectors and take measures against all forms of quackery in Punjab. Under Section 13 of the PHC Act 2010, the Commission has the mandate to register all types and categories of Healthcare Establishments (HCEs).
The Minimum Service Delivery Standards (MSDS) define a set of the benchmarks for minimum level of mandatory services that a HCE is responsible to achieve and patients have a right to expect. It entails a package of yardsticks essential for all types and Categories of the Healthcare Establishments i.e. Category I, Category II and Category III and encompasses all the disciplines of healthcare and focuses on ensuring Quality Healthcare Services.
The PHC uses the as a regulatory and quality assurance framework to ensure that healthcare establishments across Punjab provide a baseline level of healthcare services. These standards are comprehensive and cover multiple functional areas that are essential for safe, effective, and patient-centered healthcare delivery. The MSDS are applied to both public and private healthcare facilities, serving as a benchmark for evaluating and improving healthcare services. The PHC requires healthcare establishments to comply with MSDS as a condition for obtaining and maintaining their licenses. The standards help define the quality and safety requirements that healthcare facilities must meet to be legally recognized and operational.
Conducting an evaluation of the implementation of the MSDS in HCEs is of immense value to the PHC. This assessment will provide a comprehensive and objective analysis of how effectively healthcare facilities are adhering to the established standards. By identifying areas where hospitals meet or fall short of MSDS, the evaluation can highlight critical gaps in service delivery and operational inefficiencies that need to be addressed.
The insights gained from this evaluation will not only enable the PHC to enforce compliance more effectively but also inform strategic revisions and improvements to the MSDS themselves. If the audit reveals recurring challenges faced by healthcare establishments—such as difficulties in infection control, medication management, or patient education—these findings can serve as a basis for refining the standards. This process ensures that the MSDS remain relevant, practical, and capable of driving meaningful improvements in healthcare quality.
Objective
The primary aim of this assessment is to evaluate the effectiveness and practicality of the MSDS as a regulatory framework for HCEs. By identifying implementation challenges and assessing the feasibility of the standards, the study seeks to provide evidence-based recommendations for revising and improving the MSDS. Additionally, the assessment will explore new approaches to enhance the standards' implementation methodology, ensuring that the MSDS can better support continuous quality improvement and efficient healthcare delivery across Punjab.
Scope of Work and Methodology
Phase 1: Planning and Preparation
The initial phase will focus on preparing for a systematic assessment by engaging with relevant stakeholders and reviewing existing documentation. Key activities will include:

• Stakeholder Engagement: Organize introductory meetings with PHC officials to understand expectations and refine the scope of work.
• Literature and Document Review: Conduct a structured review of essential documents, including the Punjab Healthcare Act 2010, MSDS guidelines, strategic business plans, and prior assessment reports. This review will inform the design of the assessment methodology and highlight critical performance indicators.
• Inception Slide Deck: Develop and present an Inception slide deck that outlines the assignment's objectives, proposed methodology, key performance indicators, data collection instruments, and a detailed work plan with timelines.

Timeline and LOE
The level of effort for the role is 70 working days, from January 2025 - April 2025.
Requirements:
Technical expertise

• Extensive knowledge of international financial and operations-related reporting standards.
• Comprehensive knowledge and experience in budgeting and forecasting for smooth operations.
• Demonstrated ability in maintenance of project property inventory, including assigning property tags and physical verifications.
• Oversee logistical support for in-field activities, meetings, and training events.
• Other duties as assigned by the Team Lead.

Competencies

• Prior experience on donor-funded development projects preferred.
• Demonstrated ability to assess priorities and manage a variety of competing, time-sensitive tasks.
• Excellent interpersonal skills.
• Familiarity with the usage of Microsoft Office.
• Proven experience in managing and engaging teams for delivery of results.

Deliverables/KPIs

• Inception Slide Deck
• Assessment Tool(s) Development & Training
• Data Collection
• Final Report