Launch of the New Version of the “Chikaya” Platform to Enhance Healthcare Services
Launch of the New "Chikaya" Platform to Enhance Health Sector Transparency
On Monday, April 13, the new version of the "Chikaya" platform dedicated to the health sector was launched in Rabat. This initiative is part of a project aimed at establishing a national integrated system for receiving and processing citizens’ complaints. Utilizing advanced digital tools, the platform ensures accurate and effective tracking of these complaints.
Strengthening Transparency and Citizen Trust
This project aligns with the Royal High Directions of Mohammed VI, which seek deep reform of the national health system. The ultimate goal is to improve service quality while enhancing transparency and instilling greater trust among citizens.
A Multi-Channel Platform Accessible to All
Health and Social Protection Minister Amine Tahraoui indicated that this new version will allow citizens to submit their health service-related complaints—whether concerning the public or private sector—through various channels: an online portal, telephone, WhatsApp, SMS, and email.
Advanced Tracking and Processing Mechanisms
The system is based on a national listening center functioning with a strict organization, supported by a modern digital platform. Specialized teams are responsible for receiving, classifying, and directing complaints while ensuring continuous follow-up until resolution, adhering to timelines suited to each complaint’s nature.
Improving Quality and Supporting Decision-Making
This initiative aims to enhance the quality of complaint management through an approach focused on active listening, data analysis, and responsiveness. As a result, it contributes to increased citizen satisfaction and reduces operational shortcomings.
A Catalyst for Digital Transformation in the Sector
Additionally, this project serves as a significant catalyst to accelerate the digital transformation of the health sector, improving transparency and enabling better tracking of cases, all while placing the citizen at the heart of the system.
Dedicated Channels for Filing Complaints
The ministry provides citizens with the platform www.chikayasante.ma as well as the toll-free number 0801005353, accessible via telephone, WhatsApp, and SMS, to ensure rapid and efficient communication with the relevant services.
