Paraguay’s Ministry of Public Health and Social Welfare has launched a new digital system designed to manage public feedback and enhance the quality of healthcare services across Paraguay. This initiative, led by the Directorate of Quality under the General Directorate of the Cabinet, introduces the Complaints, Claims, Suggestions, Thanks, and Commendations (QRSAF) system. The platform provides a formal channel for citizens to communicate their experiences.
The new tool is, according to officials, a significant step towards modernising communication between the public and the healthcare administration. Its primary goal is to centralise and streamline the process of handling citizen reports, ensuring they are addressed in an agile and transparent manner. By creating a dedicated digital portal, the ministry aims to move away from potentially fragmented or inefficient feedback methods, offering a more structured and responsive approach.
A formal channel for citizen engagement
One of the principal benefits of the QRSAF system is the establishment of a formal, accessible channel for receiving and monitoring public input. This platform optimises response times by systematically logging and directing each submission to the appropriate department for review and action. The system is engineered to capture a wide range of interactions, from formal complaints about services to constructive suggestions for operational improvements.
Furthermore, the platform is designed to generate valuable strategic information for the ministry’s leadership. By analysing trends in the feedback received, officials can identify recurring problems, pinpoint specific opportunities for improvement, and strengthen internal processes. This data-driven approach allows for more targeted interventions, ensuring that resources are directed towards areas where they can have the most significant impact on the quality of patient care and administrative efficiency.
Recognising excellence and positive practices
In a notable move beyond simply managing negative feedback, the QRSAF system also incorporates a feature for citizens to submit messages of thanks and commendations. This allows members of the public to formally recognise outstanding service from healthcare staff and facilities. The inclusion of this positive feedback mechanism is intended to cultivate an institutional culture that values and promotes excellence. By acknowledging good practices, the ministry hopes to boost morale among its personnel and reinforce the high standards of care it aims to deliver.
This dual focus on both criticism and praise is central to the ministry’s strategy for holistic improvement. While addressing complaints is essential for rectifying shortcomings, celebrating successes is equally important for motivation and setting benchmarks for performance.
Ensuring transparency and accessibility
To build trust and ensure accountability, the system provides users with a unique tracking code for every submission they make. This feature allows individuals to monitor the status of their requests online, offering clear visibility into how their feedback is being processed.
The platform has been made widely accessible to ensure all citizens can utilise it. It is available through the Ministry of Health’s official web portal. In addition, health facilities that have implemented the system feature QR codes, which allow patients and visitors to access the submission form quickly and easily using their mobile devices. This on-site access facilitates immediate feedback, enabling people to report their experiences while the details are still fresh in their minds.
For any queries regarding the new system, individuals can contact the ministry via email at sau@mspbs.gov.py or by telephone at 021 2374232.
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