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Citizens’ feedback on health service and the responses of health authorities of Bangladesh: An analysis of the Grievance Redress System

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  • Md Abdullah Saeed Khan
  • Md Toufiq Hassan Shawon
  • Atonu Rabbani

Abstract

Developing nations like Bangladesh face unique challenges in healthcare delivery system due to resource constraints, making it crucial to assess the responsiveness of healthcare authorities to citizen feedback. This study utilized data from the Ministry of Health and Family Welfare’s (MOHFW) Grievance Redress System (GRS) in Bangladesh, collected from January 1st to August 8th, 2023. A total of 11,604 anonymous messages received from health service takers were retrieved and analyzed. Kaplan-Meier analysis, and log-rank tests were conducted to assess feedback response times. Feedback were mainly complaints (60.33%), followed by compliments (22.03%) and suggestions (14.48%). Complaints were primarily related to the health workforce, infrastructure, and service utilization. Responses included forwarding (67.02%) to the relevant department, closure (30.12%), resolution (2.55%), pending (0.05%), and overdue (0.25%). The median response time was 3.48 hours (IQR: 1.26 – 13.00). Kaplan-Meier analysis revealed that moderate and major complaints were significantly less likely to be resolved than minor complaints (p

Suggested Citation

  • Md Abdullah Saeed Khan & Md Toufiq Hassan Shawon & Atonu Rabbani, 2025. "Citizens’ feedback on health service and the responses of health authorities of Bangladesh: An analysis of the Grievance Redress System," PLOS Digital Health, Public Library of Science, vol. 4(7), pages 1-12, July.
    • Handle: RePEc:plo:pdig00:0000967
    DOI: 10.1371/journal.pdig.0000967
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    References listed on IDEAS

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    1. 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.
    2. Shah Mohammad Fahim & Tofayel Ahmed Bhuayan & Md. Zakiul Hassan & Abu Hena Abid Zafr & Farhana Begum & Md. Mizanur Rahman & Shahinul Alam, 2019. "Financing health care in Bangladesh: Policy responses and challenges towards achieving universal health coverage," International Journal of Health Planning and Management, Wiley Blackwell, vol. 34(1), pages 11-20, January.
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