The Ministry of Health in Burkina Faso has introduced "Laafiako", a new digital platform designed to collect complaints and concerns from users of healthcare services. The platform was launched on November 2, 2026, in Ouagadougou. Its primary goal is to improve the quality of care, enhance dialogue between patients and healthcare professionals, and promote accountability in healthcare facilities.
The "Laafiako" platform provides patients with an accessible framework to express their concerns, obtain responses, and report potential shortcomings in their care. The Ministry of Health aims to remind healthcare professionals of the ethical and deontological requirements related to their profession, particularly in cases of observed misconduct. This initiative seeks to address the concerns of users and promote a culture of accountability.
The launch of "Laafiako" was announced during a press conference attended by media professionals and healthcare sector stakeholders. The platform offers multiple channels for users to submit their complaints, including a toll-free number (3535), a WhatsApp number (52 25 30 30), and a dedicated Facebook page. This multi-channel approach aims to facilitate access to the platform for a wide range of users.
According to the Minister of Health, Dr. Robert Lucien Jean-Claude Kargougou, the platform is designed to provide a structured mechanism for addressing user concerns. He emphasized that users and healthcare stakeholders frequently express concerns about access to care, reception, staff behavior, and service functioning. The Ministry of Health has decided to establish a structured system to collect, analyze, treat, and follow up on these concerns.
The Minister explained that each received query will be recorded, analyzed, and directed to the competent structure for resolution. The treatment of complaints may involve verifications, investigations, or corrective measures, depending on the nature of the concern. The platform also provides for feedback to the complainant on the handling of their complaint and the actions taken.
The Ministry of Health has set a target of ten days for processing complaints, with special follow-up for cases requiring additional investigations. The platform is expected to improve the quality of healthcare services and promote accountability in healthcare facilities. By making it easier for users to report concerns, the Ministry hopes to create a culture of transparency and responsiveness.
The introduction of "Laafiako" reflects the Ministry of Health's commitment to enhancing the quality of healthcare services in Burkina Faso. By providing a structured mechanism for addressing user concerns, the platform is expected to contribute to improved healthcare outcomes and increased user satisfaction. The Ministry's efforts to promote accountability and transparency in healthcare are likely to have a positive impact on the country's healthcare system.
Key points
- The "Laafiako" platform provides multiple channels for users to submit complaints, including a toll-free number, WhatsApp number, and dedicated Facebook page.
- The platform aims to improve the quality of care, enhance dialogue between patients and healthcare professionals, and promote accountability in healthcare facilities.
- The Ministry of Health has set a target of ten days for processing complaints, with special follow-up for cases requiring additional investigations.
