System | Frequency | Feedback flow | Key strengths | Key limitations |
Online grievance redress system | Unknown | Post→database→cabinet→implementer assigned→resolution→report back complaint |
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SMS texting system | About 95 monthly for country | SMS→MOHFW verifies→call UHCs→priority assigned, solution→steps logged |
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Call centre—16 263 | Over 15 daily | Call→operator registers feedback, name, address→MIS→investigation, resolution→report back |
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Verbal | Unrecorded reportedly frequent | Contact staff→feedback→resolution |
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Written letters | Unrecorded reportedly very rare | Letter to management committee→investigation→resolution→report back |
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Complaint box | Rarely used | Written feedback→report the head of UHC→resolution, reporting |
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MoHFW, Ministry of Health and Family Welfare; UHC, Upazila Health Complex; UHFPO, Upazila Health and Family Planning Officer.