The effectiveness of complaints mechanism in empowering patients in Tanzania : a case study of three selected district hospitals in coast region

This dissertation is about the effectiveness of complaints mechanism in empowering patients in Tanzania. The study was carried out in Coast region, involving Rufiji district hospital, Bagamoyo district hospital and Mkuranga district hospital. Specific objectives for this work intended: to compare the number of patients who experienced unethical conducts from healthcare workers against the number of reported complaints, from January to June this year (2017); to find out whether the existing complaints mechanisms are visible, confidential, impartial, integrated and responsive; to determine patients' perception about the existing complaints mechanisms and to assess the methods for raising patients' awareness and confidence about the existing complaints mechanism. The study involved a total of 135 respondents, which included patients, healthcare workers and administrative staffs who deal with handling patients' complaints. Questionnaires, semi structured observation and documentary evidences were employed to facilitate data collection, discussion and interpretation. Findings of this study showed that, there is a large number of patients who lack enough confidence to channel their complaints through the available complaints mechanisms. This situation occurs due to lack of impartiality, confidentiality and poor response shown by the existing complaints mechanisms. Internal moral composure of always trying to maintain harmony with authorities while those in authorities look at themselves free from criticism, is an African mindset built in the concept of vital force, this has also contributed to the ineffectiveness of the complaints mechanism in empowering patients in Tanzania. It is suggested in the study that complaint mechanisms should be improved in terms of their visibility, integration, impartiality, confidentiality and responsiveness. Profound effort should be taken by the government to improve critical thinking mindset among Tanzanians.