Health workers’ behavior, patient reporting and reputational concerns: lab-in-the-field experimental evidence from Kenya

We examine the effectiveness of accountability systems that rely on patient reporting in Kenyan health clinics. Patients and care providers from public private clinics participate a lab-in-the field experiment focusing relationship trust between provider. decide whether to providers, have discretion over their reciprocity, patients can complain. compare of: (1) client system where patients’ complaints are disclosed providers’ professional peers, possibly leading non-monetary penalties, (2) lead monetary (3) that, like standard complaint box, attaches no tangible consequences complaints. Overall, our findings suggest citizen leverage peer pressure reputational concerns improve service delivery.