The Ministry of Health (MOH) has launched a process to review and enhance the country’s grievance redress mechanism, aiming to improve conflict resolution within the health sector. The initiative was officially highlighted during a stakeholder meeting held in Kabwe, Central Province.
Provincial Health Director Elijah Mutoloki explained that the updated mechanism will provide clear avenues and channels for addressing disputes and complaints. Speaking through Provincial Public Health Specialist Isaac Banda, Dr Mutoloki noted that the Ministry is committed to ensuring the mechanism aligns with all legal provisions. He added that while a robust grievance system was developed during the COVID-19 pandemic, it was not fully implemented nationwide.
Dr Mutoloki emphasized that the initiative represents a new chapter in Zambia’s health governance framework. The updated mechanism is expected to strengthen resilience, responsiveness, and accountability across the health system. It will also support the World Bank-backed Zambia Health Emergency Preparedness, Response and Resilience Project, which operates under a multiphased regional framework for Eastern and Southern Africa.
MOH Assistant Director for Health Promotion and Community, Kalangwa Kalangwa, described the updated grievance system as a significant step forward for the health sector. MOH Chief Health Promotion Officer Constance Musenge added that once the national document is standardized and fully implemented, it will enable faster and more effective resolution of conflicts among affected parties.
The review and strengthening of Zambia’s grievance redress mechanism marks a strategic move toward improving service delivery, fostering accountability, and ensuring a more transparent health sector that responds effectively to both public concerns and emerging health challenges.