Some of the world’s best organisations are seeing positive change by letting frontline workers take the lead in suggesting and creating solutions.

Understandably, many health and education workers have stopped voicing their concerns about how work processes and resources could be improved. Their suggestions are regularly ignored, so continuing to provide feedback can feel like a time-wasting process for them. But their firsthand experience of what is working and what needs changing is exactly why they must be heard.

“Better communication between frontline workers and leaders has been achieved in Quetta through monthly review meetings.”

There are often limited opportunities for frontline workers to raise concerns with leaders, preventing improvements from being implemented. One way that better communication between frontline workers and leaders has been reached in Quetta, Balochistan, has been through monthly review meetings.

In hour-long virtual meetings, district managers can directly communicate their concerns and suggestions with the Secretary Health. This direct communication allows ministers to take required actions thereafter. These meetings are leading to increased health facility funding, more medicines being supplied, and, when necessary, disciplinary action. Fundamentally, frontline workers’ direct suggestions, combined with increased government openness to feedback, are creating positive change.

The use of technology is achieving similarly positive outcomes. WhatsApp group chats were set up with select senior stakeholders, including the Balochistan Secretary Health and health facility directors. The health facility directors shared images of the unacceptable state that the facilities were in, with many covered in dirt. This exchange of information gained an immediate response from the Secretary Health, who then took swift action to improve health facilities.

Simply put, once stakeholders are shown evidence they cannot ignore, they make significant changes.

The importance of letting frontline health workers suggest and implement solutions

It is understandable that organisations feel the need to take control when creating solutions. However, this approach is often ineffective and outdated. Giving opportunities to frontline workers to voice their opinions and develop solutions has proven to be essential for improving healthcare in developing countries. Such staff empowerment is the approach that organisations must pursue to reach the best outcomes.