In 2016 SALC launched a research report on the extent to which key populations are subjected to discrimination in the healthcare system and their ability to access redress from complaints mechanisms. The research focused on Botswana, Malawi and Zambia. Subsequently, SALC convened meetings with civil society organisations and complaints bodies in Botswana, Malawi and Zambia, with the purpose of looking at best practices in dealing with complaints by key populations. This resulted in a background document and policy brief which provides guidance for complaints bodies to ensure that their complaints processes are more accessible and that they meet the needs of key populations. These documents complement a guide for civil society organisations on utilising complaints mechanisms to address discrimination in healthcare settings.
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