Govt. provides GRM to enhance accountability, responsiveness

The government is strengthening accountability, transparency and responsiveness in the delivery of health services through the Grievance Redress Mechanism (GRM). The GRM provides a structured layout for people to raise concerns, report grievances and provide feedback while…

The government is strengthening accountability, transparency and responsiveness in the delivery of health services through the Grievance Redress Mechanism (GRM).

The GRM provides a structured layout for people to raise concerns, report grievances and provide feedback while enabling the ministry to register, assess, resolve and monitor concerns.

Ministry of Health Permanent Secretary for Technical Services, Kennedy Lishimpi, said quality healthcare is not only about having health workers, infrastructure, equipment and medicines but also about listening and acting on feedback from people who use health services.

According to a statement issued by the Ministry of Health Communications and Public Relations unit today, Dr Lishimpi was speaking during a stakeholder’s breakfast meeting to disseminate the GRM document at the Urban Hotel in Lusaka.

He added that so far, more than 600 people at national, provincial and district levels have been oriented on the GRM across all 10 provinces and 116 districts.

“The real test is whether the mechanism reaches the people who need it the most,” Dr Lishimpi said.

The Permanent Secretary has meanwhile emphasised the need for professionalism, sensitivity and confidentiality when handling complaints involving sexual exploitation and abuse, sexual harassment, gender based violence and other sensitive matters with a survivor-centered approach that protects safety, dignity and informed consent.

“Let us ensure that the GRM becomes more than just a document, let it become part of our culture as a ministry, one that values feedback, learns from concerns and continuously improves the services we provide,” Dr Lishimpi said.

He has therefore urged stakeholders and communities to make use of the available reporting channels, including in-person reporting, written complaints, telephone and SMS, email, social media and other appropriate channels.