The Ministry of Health in Burkina Faso has introduced "Lafiako", a digital platform designed to gather and address concerns from healthcare users. This initiative aims to enhance the quality of healthcare services, foster dialogue between patients and healthcare professionals, and promote accountability within healthcare facilities. The platform was presented during a press conference attended by media professionals and healthcare sector stakeholders.
The "Lafiako" platform offers patients an accessible framework to express concerns, obtain responses, and report potential shortcomings in healthcare delivery. The platform also seeks to remind healthcare professionals of the ethical and deontological requirements that govern their practice, particularly in cases of observed misconduct. Health Minister Dr. Robert Lucien Jean-Claude Kargougou emphasized the need for a structured mechanism to respond to user concerns.
Dr. Kargougou explained that the platform will enable users to submit complaints, requests for information, and suggestions for improvement. The Ministry will systematically record, analyze, and address each query received through the platform. The platform's response timeframe is set at ten days, with special follow-up for cases requiring additional investigations. The platform covers both public and private healthcare facilities.
To ensure accessibility, the Ministry has established four primary channels for users to access the platform. These include a dedicated website, a network of 108 information and reception services, 233 mobilized collaborators, a toll-free number (3535), a WhatsApp number (52 25 30 30), and a dedicated Facebook page.
The Minister encouraged citizens to utilize the platform responsibly and urged healthcare facility managers and professionals to give due attention to received queries. The Minister also requested media professionals to promote the platform, explain its access modalities, and encourage its adoption by the population.
The launch of "Lafiako" aims to make patient concerns a tool for continuous improvement of healthcare services and strengthening trust between the population and the healthcare system. The platform is not a goal in itself but an instrument for a more attentive healthcare system.
The Ministry of Health's initiative seeks to create a more responsive and transparent healthcare system. By making user concerns a priority, the Ministry aims to improve the overall quality of healthcare services in Burkina Faso.
Key points
- The "Lafiako" platform provides multiple channels for users to access and submit concerns, including a website, toll-free number, WhatsApp number, and Facebook page.
- The platform aims to promote accountability and transparency within healthcare facilities.
- The Ministry of Health has set a response timeframe of ten days for addressing user concerns submitted through the platform.
