Journal article

How do patient feedback systems work in low-income and middle-income countries? Insights from a realist evaluation in Bangladesh

Tolib Mirzoev, Sumit Kane, Zunayed Al Azdi, Bassey Ebenso, Ayesha Afroz Chowdhury, Rumana Huque

BMJ GLOBAL HEALTH | BMJ PUBLISHING GROUP | Published : 2021

Abstract

BACKGROUND: Well-functioning patient feedback systems can contribute to improved quality of healthcare and systems accountability. We used realist evaluation to examine patient feedback systems at health facilities in Bangladesh, informed by theories of citizenship and principal-agent relationships. METHODS: We collected and analysed data in two stages, using: document review; secondary analysis of data from publicly available web-portals; in-depth interviews with patients, health workers and managers; non-participant observations of feedback environments; and stakeholder workshops. Stage 1 focused on identifying and articulating the initial programme theory (PT) of patient feedback systems...

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Grants

Awarded by Joint MRC/ESRC/DFID/Wellcome Health Systems Research Initiative


Funding Acknowledgements

The research reported in this paper received funding from the Joint MRC/ESRC/DFID/Wellcome Health Systems Research Initiative (grant ref: MR/P004105/1).