IDEAS home Printed from https://ideas.repec.org/a/plo/pdig00/0000967.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://journals.plos.org/digitalhealth/article?id=10.1371/journal.pdig.0000967
    Download Restriction: no
    File URL: https://journals.plos.org/digitalhealth/article/file?id=10.1371/journal.pdig.0000967&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pdig.0000967?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:plo:pdig00:0000967. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: digitalhealth (email available below). General contact details of provider: https://journals.plos.org/digitalhealth .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.