文章基本信息

标题：Patient Feedback Systems at the Primary Level of Health Care Centres in Bangladesh: A Mixed Methods Study
本地全文：下载
作者：Rumana Huque ; Zunayed Al Azdi ; Bassey Ebenso 等
期刊名称：SAGE Open
印刷版ISSN：2158-2440
电子版ISSN：2158-2440
出版年度：2021
卷号：11
期号：2
页码：1
DOI：10.1177/21582440211011458
出版社：SAGE Publications
摘要：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.
其他关键词：patient feedback ; grievance redress ; health system ; voice and accountability ; Bangladesh