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Our Organisation
The Ministry of Health and Welfare serves as a focal point for leadership, legislation, and policy direction in all operations relating to health and social welfare. We also promote the physical, mental and social health of all persons in the Territory.
It is the responsibility of the Ministry of Health and Welfare to secure funding for the many initiatives by the Ministry and its Departments. In doing so, we aim to provide adequate resources (human and financial), support, and guidance to the various Departments and Divisions.
Vision
The Ministry of Health and Welfare aspire to be a decentralised organisation with a cohesive team of proactive professionals who will provide comprehensive high-quality health care and social services for the people of the British Virgin Islands.
Mission
The Ministry of Health and Welfare is in the business of promoting health and social well-being for the residents of, and visitors to, the British Virgin Islands. We will endeavour to ensure that all our services are of high quality, readily accessible and affordable.
Our Values
Our customers are our primary reason for existence. We will endeavor to give timely and courteous service. Our employees are crucial assets to the success of our mission and, as such, should be treated with respect.
We are committed to:
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Accountability
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Dependability
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Openness
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Efficiency
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Accessibility
What We Do
In delivering on our charter, we:
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Provide quality and timely advice to the Minister for Health and Welfare on health and social welfare policy formulation and on legislation, and the relationship of these to social and economic issues from national and regional perspectives. In developing these policies, we will make every effort to consider the views of other government agencies, external organisations, and of interested members of the public.
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Design and develop in partnership with our Departments and Divisions programmes that will provide high quality services for all, based on specific needs.
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Issue permits for private burial grounds and burials in tombs and at sea.
Delivering Our Charter
In delivering our charter, we offer services through three Departments and four Divisions, namely:
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Public Health Department (Community Health Services and Hospital Services)
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Social Development Department
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Solid Waste Department
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Adina Donovan Home
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Sandy Lane Centre
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National Drug Advisory Council
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National AIDS Programme
Public Health Department
The primary goal of the Public Health Department is to deliver quality health care that is accessible by the people of the British Virgin Islands. The two main units which fall under the Public Health Department are Community Health Services and Hospital Services.
Community Health Services provide leadership in all matters pertaining to preventative health care issues and recommends policy guidelines for evaluation as policy statements.
Health-Hospital Services aim to promote and provide quality health care that is totally accessible to the people of the British Virgin Islands. The Hospital Service focuses on curative medicines. We refer cases to appropriate medical institutions if was are unable to treat them locally.
Social Development Department
This Department serves as a catalyst for social change by providing a range of social services that seek to unfold the human potential, change attitudes, and create social growth within the British Virgin Islands. These services include:
The Solid Waste Department
The primary responsibility of the Solid Waste Department is to ensure adequate garbage collection and to dispose of solid waste in a manner which promotes a clean, litter-free and pollution-free environment.
The Adina Donovan Home
Provides quality care and protection for the elderly in the Territory who require institutional care and services.
The Sandy Lane Centre
Focuses on providing drug and alcohol rehabilitation, by using a holistic approach to recovery to those in the British Virgin Islands community whoa re suffering from addiction.
The National Drug Advisory Council
Makes recommendations to prevent drug misuse and to deal with resulting social problems in areas which include education and research, legal reform and enforcement, and treatment, rehabilitation and aftercare.
Customer Care Principles
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We will ensure that our internal customers are treated with the same high standards as our external customers.
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We will go the extra mile to provide the appropriate service and ensure customer satisfaction.
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Through your comments, we will always endeavour to improve our services and their delivery to you, our customers.
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Our focus will always be on our customers.
Our Customer Care Standards
If you telephone us, we will:
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Answer by the fourth ring.
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Identify the name of the Ministry and the person speaking in a pleasant manner.
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Determine the nature of your enquiry.
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Connect you to the person to whom you wish to speak, or to the relevant officer.
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Ensure that the person to whom you are transferred in on the line before hanging up.
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Advise you of another officer who can assist where necessary.
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Return your call within one working day.
If you visit us, we will:
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Greet you pleasantly.
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See you within 10 minutes if you have an appointment.
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Tell you how long it will take to serve you if you do not have an appointment and the officer is currently occupied.
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Advise you of whom you should see if the Ministry is not responsible for a particular subject.
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Advise you of an appointment date, if necessary, to discuss your concerns/issues with an Officer on our staff.
If you write to us, we will:
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Acknowledge receipt of the letter within seven working days.
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Keep you informed of developments if detailed research is required.
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Advise you of a contact person, if necessary, for further information and / or dialogue.
Burial Services
The Ministry of Health and Welfare makes policy regulations for the effective operation and management of public cemeteries in the British Virgin Islands. We also declare areas of land and se for use as private and public burials. These operations are in accordance with the Cemeteries Act (The Laws of the Virgin Islands, Vol. III, Cap. 177, pp. 1851-1855)
What Do I Need to Know if I Wish to Bury Human Remains or Erect a Tomb?
When applying to bury someone in a public cemetery or if you wish to construct a vault / tomb, you should:
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Ensure that you have stated the proposed place and date of burial.
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Include the burial fee of $100 for a family grave or vault, $35 for an adult grave, or $15 for a child’s (ages 0-18 years) grave. (An official government receipt will be issued).
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Contact the Manager for the burial ground to secure a burial spot.
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Ensure that you have included a copy of a permit to bury from the Registry of Births, Deaths, and Marriages.
A response will be given within two working days of receipt of the application.
What Do I Need to Know If I Desire to Bury Human Remains At Sea?
When you submit an application to the Permanent Secretary, Ministry of Health and Welfare for Burial and Sea, we will:
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Review the documents to ensure that you have included the following:
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An original death certificate
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A certificate of cremation if the body was calcined
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A request to import the remains of the body or ashes if coming from outside the British Virgin Islands.
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A letter from the funeral home that will prepare the body for burial stating how the body was prepared.
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A letter of consent from the boat captain or persons who will transport the body or remains to the BVI.
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Forward the letters to the Director of Health Services who will issue a certificate either granting or refusing permission.
We will Respond within five working days of receipt of the application.
What Should I Do When Importing Human Remains?
When you submit your application to the Ministry of Health and Welfare to import human remains from overseas, you should:
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Review the documents to ensure that you have included an authentic death certificate, showing cause of death.
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Seek a burial permit for the Registry of Births, Deaths and Marriages if your application for imporation was approved.
A letter of approval or disapproval will be sent to you within five working days.
Your rights
You have the right to:
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Lodge a complaint and review our response with an option to appeal.
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Privacy and confidentiality
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Access to basic health and social welfare services and facilities
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Be consulted and / or informed on major policies and programme developments
How to Express Your Grievances
If you are dissatisfied with the level of service you received from us and wish to voice your grievance, you may write to the Permanent Secretary in the Ministry of Health and Welfare, who will respond within five working days.
If the complaint requires detailed investigation and research, we will notify you as to when you will receive a response.
If you are still dissatisfied with the decision, you may send your complaint to the Deputy Governor or the Governor, who will respond to you within 30 working days.
How You Can Help Us
You can help us serve you better if you:
Monitoring Our Service Delivery
We welcome constructive feedback on our delivery of services, so that we can improve our standards. In addition to your comments, we will also monitor our own performance against the standards set out in this Charter. We will review quarterly the terms of the Charter and its effectiveness, the results of which will be published in our Annual Report.
How to Contact Us
If a topic of interest to you was not covered in this Charter, or if you would like to contact us for any reason, you may use the following channels:
Write to us: Permanent Secretary, Ministry of Health and Welfare, Road Town, Tortola, British Virgin Islands.
Telephone us: (284) 494-3701 exts. 2174 and 2172
Fax us: (284) 494-5018
E-mail us: min.health@bvigovernment.org
Visit us: West Atrium, Central Administration Building, Road Town, between 8:30 a.m. to 4 p.m. | 
