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

Author

Listed:
  • Rumana Huque
  • Zunayed Al Azdi
  • Bassey Ebenso
  • Shammi Nasreen
  • Ayesha Afroz Chowdhury
  • Helen Elsey
  • Tolib Mirzoev

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.

Suggested Citation

  • Rumana Huque & Zunayed Al Azdi & Bassey Ebenso & Shammi Nasreen & Ayesha Afroz Chowdhury & Helen Elsey & Tolib Mirzoev, 2021. "Patient Feedback Systems at the Primary Level of Health Care Centres in Bangladesh: A Mixed Methods Study," SAGE Open, , vol. 11(2), pages 21582440211, May.
    • Handle: RePEc:sae:sagope:v:11:y:2021:i:2:p:21582440211011458
    DOI: 10.1177/21582440211011458
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    References listed on IDEAS

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    1. Gauri, Varun, 2013. "Redressing Grievances and Complaints Regarding Basic Service Delivery," World Development, Elsevier, vol. 41(C), pages 109-119.
    2. Alicia Renedo & Cicely Alice Marston & Dimitrios Spyridonidis & James Barlow, 2015. "Patient and Public Involvement in Healthcare Quality Improvement: How organizations can help patients and professionals to collaborate," Public Management Review, Taylor & Francis Journals, vol. 17(1), pages 17-34, January.
    3. Helen T Allan & Ann Christine Odelius & Billie J Hunter & Karen Bryan & Wendy Knibb & Jill Shawe & Ann Gallagher, 2015. "Supporting staff to respond effectively to informal complaints: findings from an action research study," Journal of Clinical Nursing, John Wiley & Sons, vol. 24(15-16), pages 2106-2114, August.
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