Our platform
Clients
Using their own mobile phones clients provides feedback for free about their experiences
Analytics
Afya Pamoja aggregates and analyses the client data on a real time and local basis
Decision makers
We provide insights to healthcare workers and public health decision-makers
The problem
The main existing system for gathering client feedback relies on Sanduku la Maoni, the suggestion box. 60% of clients say that existing mechanisms are ineffective. These systems are not anonymous nor easy to access. Clients are therefore not incentivised to provide feedback resulting in low volumes of feedback.
Healthcare workers and officials often seek out more client feedback but this is unstructured and difficult to analyse. Therefore, client feedback may only be reviewed a few times a year and receives insufficient attention in decision-making and planning processes. The Tanzanian government has a goal to collect feedback from 30% of clients by 2024.
Impact
- Increased utilisation of services – Feedback mechanisms build clients’ trust in the healthcare system making them more likely to use the services which are available to them
- Facility quality improvement – Feedback data can be used by healthcare workers in facilities to identify high priority issues for improvement and necessary action plans
- Local government supervisions – Feedback data can be used by local government healthcare officials within their facility supervision processes to help them identify, prioritise and monitor challenges
- Budgeting and resourcing – Feedback data can be used to improve resource allocation and monitoring allowing for more effective quarterly budgeting and resource planning
We believe impact can be driven through a number of channels, at a low cost and by integrating into existing decision making processes.
Progress
We believe sustainable impact is best achieved through partnerships and have as a result embed our platform into government institutions and processes. We have partnered with Tanzania’s Ministry of Health and Ministry of President’s office-Regional Administration and Local Government to design, build and scale this platform. Pilots of our program will launch in 2022.
We look for opportunities to collaborate with existing developmental initiatives. We are grateful to be funded by a range of social innovation organisations as we prove the value of our work.
