. Improve complaint resolution by ensuring that at least 85% of all resolved complaints have a turnaround time within 25 days; . Develop and implement standardized protocol for conducting patient satisfaction surveys; . Increase the number of districts supported by Facility Improvement teams to 20; . Ensure gap assessment are conducted at all health facilities by 2015/16 (30% facilities to be assessed during 2013/14); and . Fully establish the Office of Health Standards Compliance by 2015/16.