UNICEF and the Ministry of Health launch the Client Satisfaction and Feedback Mechanism

The launch was officiated by the Honorable Minister of Health, Senator Lizzie Nkosi and was attended by senior officials from the Ministry of Health.

Nonhlanhla Hleta-Nkambule
One person speaking on microphone facing camera
UNICEF Eswatini/2020
01 June 2020

UNICEF in collaboration with the Ministry of Health – Health Management and Information System (HMIS) Unit and National Quality Management Programme launched the Client Satisfaction and Feedback Mechanism (CSFM) which aims at using the feedback from clients to improve the performance of health facilities.  The launch is a culmination of work done since 2015 including development and piloting of the system. 

The launch was officiated by the Honorable Minister of Health, Senator Lizzie Nkosi and was attended by senior officials from the Ministry of health including the Principal Secretary, Ministry of health directorate, programme managers, representatives of the local mobile operators and UNICEF staff.

Five people standing, posing for camera
UNICEF Eswatini/2020
L-R Eswatini Mobile Rep Benedict Bennett, Director of Health Services MOH Dr Vusi Magagula, UNICEF Rep Dr Alice Akunga, Honorable Minister of Health Senator Lizzy Nkosi and Principal Secretary MOH Dr Simon Zwane after the official launch of the CSFM

Speaking at the launch the UNICEF Representative, Dr Alice Akunga applauded the Ministry of Health for being proactive in seeking ways to leverage digital technology for development, embracing change and taking full advantage of new opportunities and new approaches of doing business towards achieving Sustainable Development Goals.

“This Client Satisfaction and feedback mechanism being launched today, is one of the innovative ways to effectively gather real-time feedback from citizens, not only on general service delivery, but also on all aspects of the health system that can improve response towards the COVID-19 crises”, observed the UNICEF Representative.   

The system focuses on strengthening social accountability in programme monitoring at health facility and regional levels.  This initiative places citizens at the center as the feedback received from clients on quality of services rendered, informs evidence- based decision making of service providers, to manage client expectations and make timely adjustments on programmes and services offered at the health facility.  The CSFM is linked to the Client Management and Information System and it triggers clients to provide feedback on several variables including satisfaction with the health services offered, waiting time, reception of the health care provider, facility cleanliness, receiving all prescribed medication  and any additional information or concerns that the clients may have.

“This Client Satisfaction and feedback mechanism being launched today, is one of the innovative ways to effectively gather real-time feedback from citizens, not only on general service delivery, but also on all aspects of the health system that can improve response towards the COVID-19 crises”

Dr Alice Akunga

To date, UNICEF has invested in timely evidence generation, the CSFM being one of those initiatives. The technical and financial support provided by UNICEF includes setting up of the CFSM infrastructure including computer services, procurement of servers, engagement of technical experts who supported the setting up of the system and capacity building of health care workers on the use of the system. 

The Minister expressed appreciation for both technical and financial support for the successful development of this important system.  “It is my sincere hope and belief that all service providers in health care settings and the community at grass root levels will embrace this new system, and use it to improve the quality of health services to Emaswati”, remarked the Honourable Minister.