Lightning Presentation

Quality Assurance of Family Planning Services in Rural Pakistan under the Suraj Social Franchise model

Authors: Xaher Gul, Komal Daredia, Saeed Qureshi, Asma Balal, Shahida Naqvi

Background InformationMSS Service Delivery Network

Field Worker

126 Providers

12Sindh

42KPK

72Punja

b

3Source: The Basics of Quality Assurance in Social Franchising, Quality Assurance Framework Summary, UCSF Global Health Sciences, The Global Health Group

Framework for Quality Assurance in SF

Recruitment

Feedback Training

Monitoring of Client

Experience

Monitoring of Clinical &

NonClinical quality

Background InformationSelection Criteria for Suraj (Sun) Providers

Good Reputatio

n in communi

ty

Willing to maintain

Suraj Records

Adequate Infrastructur

e

Private Qualified Providers

Located in non urban, low income

area

Experienced in RH Service Delivery

Accessible and willing for training

Willing to abide by

Suraj TOR’s

Open to periodical audits and QA visits

Background Information

Project Office

Structure for QA visits

Region Office

Annually

Quarterly

Annually

• MSI QTA

• Client Exit Interview (Third Party)

MethodologyQuality Assurance Scan Indicators

Clinical Administratio

n

(44 Indicators)

Knowledge Assessment

(15 Indicators)

Counseling

(64 Indicators)

Procedure Competency

under Observation

(115 Indicators)

Infection Prevention

(38 Indicators)

Emergency Preparedness

(67 Indicators)

Supplies

(24 Indicators)

Source: MSS QA scan is adopted from MSI QTA Check list and modified from WHO FP Standards.

367Indicators

367 Indicators

Accessed under 7 Categories

Score Range 0-2

Score Achieved in each category ÷

Number of Indicators Accessed

Total Score in all Categories ÷ Number

of Categories Accessed

Percentage

Methodology

85% & > 85

%

70% - 84%

50% to

70%

< 50%

Overall Score

Excellent Good Average Weak / Non Compliant

Red Flag Issue

Non Compliance Issue

Training Need Assessment

Findings (Dec 12 – Jun 14)

Perceived Quality

99.9% - willing to

recommend the health facility to others.

99.9% - visit the facility again in

the future.

100% - clients satisfied

1/5 of all RHF clients cite provider reputation as the main reason for choosing SURAJ clinics for FP services.

Waiting

Time 15 minutes

99.9% clients expectation met

or even exceeding

Findings (Dec 12 – Jun 14)

Average internal QA scores of Suraj Clinics

*Marie Stopes International conducts QTA assessment on an yearly basis

99.25Average QTA* Score

[8 Providers randomly selected, December 2013]

Way forwardElectronic QA Scans with Touch Tablets