The 130th Annual Meeting of APHA

Abstract #37753

Donna Bjerregaard, MSW, Joyce Lyons, PhD, and Rebecca Furth, MA. Initiatives, Inc., 276 Newbury St., Boston, MA 02116, 617-262-0293, initiatives@att.net

Since 1995, Initiatives, Inc. and its partners have designed and implemented a performance improvement review process (PIR) at health center and community based programs in Jordan, Zambia, India and Zimbabwe. The design and implementation of PIR included: 1) a comprehensive monitoring framework that addresses management systems, technical competence, and client care and satisfaction; 2) data collection tools used by quality teams to measure gaps between performance and established standards; 3) data driven problem identification; 4) emphasis on qualitative and quantitative program dimensions; 5) routine participatory monitoring by service delivery site managers, staff and stakeholders; and 6) report dissemination aimed at linking service sites to other resources and levels of the health system hierarchy. The process was adapted to suit the technological context of the particular program and to enhance existing organizational goals. In some situations, the process filled a void by providing tools to facilitate systematic monitoring and supervision. The development of computerized data analysis facilitated problem analysis at health centers set the stage for tracking aggregate results for key performance indicators across many service delivery points, a feature that has distinct advantages for large scale service delivery systems.

This paper describes key results and policy implications of this process, comparing and contrasting experiences and outcomes from both public and private sector initiatives. Important insights into service provider motivation, problem identification and resolution, use of data, and relationships among stakeholders - including managers, service providers and communities and government partners - will be presented.

Learning Objectives:

• Articulate factors that contribute to staff investment in quality assurance; list several strategies for building stronger QI partnerships; describe a comprehensive, participatory, methodology for strengthening quality in health programs; list several outcomes of an effective QA process.

Keywords: Quality Assurance, Management and Sustainability

Related Web page: www.initiativesinc.com

Presenting author's disclosure statement:
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.