Chronicles of Patients’ Grievances and their Characteristics: A Case Study of the Largest Health Facility in Chipata District- Zambia

Raising of grievances in health facilities by patients or their relatives exposes weaknesses in the provision of health care services.Management can turn the identified gaps and limitations into strengths for improvement.The focus of this study was to analyse patients complaints recorded between January and December, 2023 at the largest hospital in Chipata District, Zambia.The study used qualitative desk appraisal method to collect data.This study found that majority of complaints (out of 26 complaints) were submitted via Whatsapp at 65.4% ( 17), presumably for anonymity.Females constituted the larger proportion of those who sought redress.Majority of complaints were submitted by patients' family members.Complaints against specific staff were the lowest at 15.4 % ( 4).Interpersonal relationships-patient-staff dialogue, communication breakdown, staff attitude, respect and dignity constituted the majority of complaints at 53.8% ( 14).This study recommends, in all health facilities, an enhancement of grievance system beginning with, in-service workshops on customer care, establishing complaints desk, installation of suggestion boxes, introduction of complaints registers , and identification of complaints desk, establishment of the committee consisting of mature members who should address matters timely.