Ill-Treatment, Poor Service Delivery, and Preference Services: Ongoing Challenges in Lesotho’s Health Sector

Lesotho’s health sector has long faced persistent issues of poor service delivery, ill-treatment of patients, and preferential treatment that undermine the quality of care provided to the population. This remains a glaring concern, particularly in the Maseru district hospital, where patients continue to voice their frustrations despite the establishment of new, modern infrastructure aimed at improving their experience.

Patients arriving at Maseru district hospital share a common sentiment of disappointment, noting that although the building may appear sleek and beautiful, the services and attitudes of health workers are not on par. For many, the hospital has become a site of continued trauma rather than a place of healing.

One patient, who chose to remain anonymous, described the experience: “We wake up early to follow the long queues, only for their favourites to be prioritised over us.” Such sentiments reflect a long-standing issue where some patients feel that their needs are overlooked in favor of others, often due to personal connections or biases.

This sense of inequality extends beyond mere wait times. Patients have reported feeling humiliated and unfairly treated, with many voicing concerns about being penalized for simple actions that should not affect their medical care. One such case involved a patient being told that they would incur extra charges simply for leaning on the counter at the payment points—an incident that left many feeling further alienated.

In these situations, it becomes evident that the staff’s attitudes remain unchanged, despite numerous calls for reform. Health workers, who should be pillars of empathy and professionalism, often perpetuate a culture of preferential treatment and neglect. As a result, patients find themselves subjected to unnecessary hardships, having to endure not only the health issues that bring them to the hospital but also the indignities associated with poor service.

While the government of Lesotho has worked toward improving healthcare infrastructure, these systemic issues continue to plague the system. The hope for reform and a better standard of care is evident, but without addressing the root causes—such as insufficient training, poor management, and the lack of accountability—such promises may remain elusive.

For the people of Lesotho, the fight for better health services is far from over. As long as these deep-rooted issues persist, the public’s trust in the healthcare system will remain compromised, and the trauma associated with the treatment received at hospitals like Maseru will continue to shape the healthcare experience for many.