The West African Health Organisation (WAHO) has initiated projects to establish Health Service User Support Centres in Benin, The Gambia, and Togo. These new centres will provide patients with dedicated spaces to raise complaints and concerns about the healthcare they receive. This development aims to significantly improve the quality and safety of healthcare services across these three West African nations.
The centres are designed to be more than simple complaints desks. They will offer structured platforms for dialogue and mediation, allowing patients to report problems and seek guidance. Information gathered from patient feedback will be crucial for identifying recurring issues and driving systemic improvements in healthcare delivery. The official launch ceremony for these projects took place in Lomé, Togo, on 21 August 2026.
This initiative fits into a broader regional vision by the Economic Community of West African States (ECOWAS) to improve services for its citizens. By strengthening patient voices, the project seeks to enhance accountability and responsiveness within health systems. It also aims to build greater trust between communities, healthcare professionals, and health institutions. This approach aligns with Ghana's ongoing efforts to improve its own healthcare infrastructure and patient satisfaction.
WAHO Director General Dr. Melchior Athanase J. C. Aïssi emphasised the importance of patient feedback. He stated that a Health Service User Support Centre is “a space of dignity where the complainant’s voice is received, documented and transformed into action for improvement.” This perspective highlights the centres' role in empowering patients and using their experiences to drive tangible changes in health systems.
The establishment of these centres has significant implications for public health governance and patient advocacy. They are expected to help health authorities identify risks and learn from patient experiences, leading to more appropriate responses. The initiative also promotes regional cooperation, with lessons from these first three countries expected to inform broader approaches across West Africa. Decision-makers will monitor the effectiveness of these centres in fostering trust and improving health outcomes.
The projects are part of a wider regional effort led by ECOWAS, with technical support from WAHO. Benin, The Gambia, and Togo are the first countries to benefit from this initiative. Their Medical Councils refined their specific approaches during a planning meeting in Abidjan in September 2025. This coordinated effort allows the countries to learn from each other's experiences, ensuring a robust and adaptable model for patient support.
The Vice-President of the ECOWAS Commission, H.E. Damtien Tchintchibidja, noted that the initiative aligns with ECOWAS's focus on its people. She urged Medical Councils to ensure the centres become accessible and trusted places for patients. The Togolese Minister of Health and Public Hygiene, Jean-Marie Koffi Tessi, represented by Dr. Yawa Djatougbe Apetsianyi, stressed that a health system must listen to patients and respect their dignity. These centres represent a concrete step towards achieving these goals.
The broader goal for WAHO is to integrate patients' experiences and concerns directly into healthcare improvement efforts. This strategy aims to create safer, more accountable, and more responsive health systems. By strengthening the relationship between patients and providers, the initiative seeks to foster a healthcare environment where patient voices lead to continuous enhancement of services. This model could offer valuable insights for other West African nations, including Ghana, as they strive to elevate their own healthcare standards.