Patient Feedback Systems at the Primary Level of Health Care Centres in Bangladesh: A Mixed Methods Study

Author:

Huque Rumana1ORCID,Al Azdi Zunayed1,Ebenso Bassey2,Nasreen Shammi1,Chowdhury Ayesha Afroz3,Elsey Helen4,Mirzoev Tolib2

Affiliation:

1. ARK Foundation, Dhaka, Bangladesh

2. University of Leeds, UK

3. Ministry of Health and Family Welfare, Dhaka, Bangladesh

4. University of York, UK

Abstract

This paper documents, and reflects on key strengths and weaknesses of, existing patient feedback management systems at primary health care in Bangladesh and proposes key implications for future policy and practice. A mixed-method study was conducted in two Upazila (sub-district) Health Complexes (UHC) within one district in Bangladesh. It reports qualitative data from thematic analysis of in-depth interviews ( n = 15) with key stakeholders; non-participant observations of feedback environment at UHCs; document review; and a stakeholder workshop. Patient feedback data from publicly available web portals were also analyzed. Multiple parallel patient feedback systems exist at health facilities. Key strengths across all systems included common goals of ensuring accountability and patient voice and high-level commitment. Common weaknesses included lack of documented processes, limited awareness of available channels among patients and a lack of documented actions following feedback. The findings helped to provide a few implications for future policy and practice on patient feedback management.

Funder

wellcome trust

Publisher

SAGE Publications

Subject

General Social Sciences,General Arts and Humanities

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