Tunisia launches digital complaint system at Sahloul Hospital

Tunisia is testing a new digital system for handling patient complaints at Sahloul University Hospital in Sousse. The app marks the first step in the Health Ministry's plan to modernize the country's healthcare system and improve how public hospitals interact with citizens.

The new platform promises to speed up complaint processing by connecting requests directly to the right departments. Every case will be tracked from start to finish, giving patients clear visibility into their complaint's progress.

How does it work?

The digital application replaces traditional paper-based complaint systems. Patients can submit their concerns through the app, which then routes them automatically to relevant hospital departments. The system creates a digital trail for each complaint, allowing both patients and administrators to monitor progress in real time.

The platform also includes document archiving features, moving away from paper records toward digital storage. This shift aims to reduce administrative delays and minimize opportunities for documents to be lost or manipulated.

Why does it matter?

Healthcare complaints in Tunisia have traditionally been slow to process and difficult to track. The new system addresses these problems by creating accountability at every step. Built-in monitoring tools are designed to identify potential corruption and ensure transparent handling of patient concerns.

The digital approach also protects patient rights by providing clear documentation of complaints and responses. This creates a permanent record that can be referenced if issues aren't resolved properly.

The context

Sahloul Hospital serves as the testing ground for this technology before it expands nationwide. The Health Ministry plans to use feedback from this pilot program to refine the system and address any technical issues.

The initiative is part of Tunisia's broader effort to digitize public services and improve governance. By reducing paperwork and creating digital audit trails, the government hopes to build more trust between citizens and public institutions.

If successful at Sahloul, the complaint system will roll out gradually across Tunisia's public hospitals. The goal is to create a standardized approach to patient feedback that works consistently across the country's healthcare network.