Adjusting small aspects of the patient — and staff — experience in Ethiopia’s health facilities is leading to significant improvements in how the country provides health-care services.
What impact can details have on customer experience? Restaurants focus on music, lighting, and furniture to create the perfect ambiance for diners to enjoy their meal. Airlines spend time measuring inches of legroom and degrees of reclining to ensure maximum comfort. Theaters measure viewing angles and decibels for the best acoustics. Attempts to improve health-care services in Ethiopia have taken the same approach: a patient-centered attention to detail that would lead to a complete overhaul of health facilities in the country.
The State of Ethiopian Health Systems
Government-run health facilities in Ethiopia outnumber private facilities by nearly three to one. Consequently, improving coverage and use of essential health services has been among the Ethiopian government’s priorities for decades. To find out where the facilities’ ineffectiveness lay, the Federal Ministry of Health and GHSC-PSM Ethiopia assessed every aspect of the health-care system from the ground up.