National Digital Health Complaint Platform Unveiled
On Monday in Rabat, the Moroccan government officially launched an updated version of the digital platform "Chikaya Santé," accessible through the website "www.chikayasante.ma." This initiative aims to establish a comprehensive national system dedicated to receiving and processing complaints related to health services throughout the country. The platform will feature a national listening center equipped with advanced digital tools that facilitate precise and effective tracking of citizens' complaints regarding health services.
This project is part of the ongoing modernization of the complaint management system for health services, which is currently in place. Its primary objective is to reinforce principles of transparency while enhancing trust and responsiveness to the expectations of citizens. This aligns with the royal directives of His Majesty King Mohammed VI, aimed at initiating a profound and radical reform of the national health system to improve the quality of health services and bring them closer to the public.
Enhanced Access and Responsiveness for Citizens
During the launch, Minister of Health and Social Protection, Ameen Tahravi, stated that the new version of the platform will handle health-related complaints from citizens, whether they originate from public or private sectors. Complaints can be submitted through the online portal, via telephone using WhatsApp, SMS, or email, allowing citizens to easily report their issues.
The Minister elaborated that the complaints will be addressed based on their nature and complexity. Simple complaints will be resolved promptly, while more complex issues will require additional time and careful tracking through various stages of resolution. This mechanism aims to ensure effective communication with complainants, improve the quality of health services, and make them more accessible to the public as part of the ongoing reform of the health system.
The new system employs a multi-channel approach, enabling citizens to file complaints related to health services in both the public and private sectors through various means including phone calls, the website, email, WhatsApp, and SMS. This approach is designed to simplify access to services and streamline the procedures involved.
At the core of this system is the national listening center, which operates under a precise professional organization supported by a modern digital platform that allows for the recording and tracking of complaints. A dedicated team of 15 professionals, along with two supervisors, has been assigned to ensure the smooth operation of this center, overseeing the reception, classification, and registration of complaints while ensuring systematic follow-up until resolution.
This facility operates through teams that include staff from the Ministry of Health and Social Protection, as well as human resources from the call center, alongside a central unit within the ministry responsible for strategic oversight and management of complex complaints. Consequently, the total number of resources dedicated to the operation of this center exceeds twenty, ensuring continuity of service, accelerating processing times, and enhancing the quality of responses.
The system also follows a clear and integrated pathway for processing complaints across various levels of the health system, including territorial coordination and management of complex cases at regional and central levels, while adhering to timelines and meticulously tracking the status of each complaint in a transparent manner.
The goal of this project is to enhance the quality of care in handling citizen complaints by employing an approach based on effective listening, data analysis, and rapid response, which will ultimately increase citizen satisfaction and mitigate potential shortcomings. Furthermore, it aims to strengthen decision-making mechanisms based on precise indicators derived from the systematic handling of the various incoming complaints, ensuring greater effectiveness in managing the national health system.
This center is expected to serve as a pivotal tool for accelerating the processing of citizen complaints, improving transparency in health services, and enhancing the trackability of cases, which will positively impact the quality of care provided to the public. Additionally, this initiative supports the digital transformation of the sector, embedding principles of accessibility and responsiveness, thereby placing the citizen at the heart of the health and social protection system and aligning with the ongoing reform dynamics within the sector.
The establishment of this center reaffirms the commitment of the Ministry of Health and Social Protection to continue implementing structural reforms aimed at improving governance within the sector and enhancing the quality of services by introducing modern mechanisms for listening and interaction, thus meeting the aspirations of citizens and upholding public service principles grounded in efficiency, transparency, and equity.
Citizens can access the digital platform "www.chikayasante.ma" along with the toll-free number "0801005353," available via phone, WhatsApp, and SMS, to submit and track their complaints, ensuring swift and effective communication with the ministry's services.
As reported by agadirinfo.ma.
