This initiative includes a national listening center supported by advanced digital tools, enabling precise and efficient monitoring of citizen grievances. The project aims to modernize the existing complaint management system for health services, promoting transparency, strengthening trust mechanisms, and improving interaction with citizen expectations. This aligns with the Royal Directives of His Majesty King Mohammed VI, which call for a profound reform of the national health system and improved service quality and accessibility.
The Minister of Health stated that modernizing the platform is a significant step towards embedding a culture of listening within the health system. It also seeks to bolster user confidence by ensuring prompt and effective handling of complaints, placing the user at the core of sector reform priorities. The new system employs a multi-channel approach, allowing citizens to submit complaints regarding public or private health services via phone, web portal, email, WhatsApp, and SMS.
This approach simplifies access and procedures. The system utilizes advanced monitoring and processing mechanisms through the national listening center, which operates under rigorous professional standards and is supported by a modern digital platform for recording and tracking complaints. Fifteen staff members, supported by two supervisors, are mobilized to ensure the
