The Burkinabé Minister of Health, Dr. Robert Lucien Kargougou, officially launched LAAFIAKO, a digital platform for managing complaints and inquiries from healthcare users, on November 2, 2026, in Ouagadougou. This new digital tool aims to improve the quality of care by facilitating the management of complaints and inquiries from citizens using public and private healthcare facilities.
According to Dr. Kargougou, the quality of a healthcare system is not only measured by its infrastructure, equipment, or services but also by its ability to listen to the population, address their concerns, and provide responses to the difficulties they encounter. LAAFIAKO was designed to collect, analyze, process, and follow up on citizens' concerns regarding their care in healthcare facilities.
The platform is structured around four main categories of inquiries: denunciations to report presumed unethical or regulatory facts; complaints to express dissatisfaction with a service; requests for information to obtain clarification on rights and available services; and suggestions to propose constructive ideas for improvement. Each recorded inquiry is directed to the competent structure, where it may be subject to verification, investigation, or corrective measures.
The Minister of Health assured that the platform provides feedback to the complainant on the handling and follow-up of their concerns, with an announced processing time of ten days, and special follow-up for cases requiring additional investigations. The platform is open to all stakeholders, including healthcare professionals, civil society organizations, and citizens, aiming to transform each report into an opportunity for progress.
To facilitate accessibility, four main channels are available: the digital platform at laafiako.minsante.bf; the green number 3535, accessible through the CORUS call center; and the WhatsApp number 52 25 30 30. The platform seeks to transform expressed concerns into concrete improvement opportunities, with each treated inquiry contributing to correcting deficiencies, strengthening trust, and improving the quality of services rendered to the population.
Dr. Kargougou invited citizens to take ownership of this digital tool and use it responsibly to build a more efficient and inclusive healthcare system in Burkina Faso. The platform's implementation is expected to enhance the overall quality of healthcare services and promote a culture of accountability and transparency.
The launch of LAAFIAKO marks a significant milestone in Burkina Faso's efforts to improve its healthcare system, and its success will depend on the active participation of citizens, healthcare professionals, and other stakeholders in reporting concerns and providing feedback.
Key points
- The platform has four main channels for accessibility: a digital platform, a green number, a WhatsApp number, and a call center.
- LAAFIAKO aims to transform expressed concerns into concrete improvement opportunities.
- The platform's processing time for inquiries is ten days, with special follow-up for complex cases.
