Using Self-assessment to Improve the Quality of Family Planning Clinic Services

The association for Voluntary Surgical Contraception (AVSC) had developed a family planning (FP) clinic operations assessment approach called COPE: client oriented and provider efficient. The COPE method were employed in 11 sites in Ghana Kenya Nigeria and Uganda and evaluated 5-15 months after implementation. COPE aims to improve client services through change in the organization by continually revising plans and services and by evaluating outcomes. The focus is not on outcome or distributional statistics but on qualitative and quantitative data on the process of service delivery. Cope meets the criteria of using multiple methods being flexible in research design and being simple. The 4 main components of COPE are as follows: 1) self-assessment; 2) client interviews (10); 3) client-flow analysis (CFA); and 4) plan of action. COPE is currently integrating into its methodology the routine for follow-up evaluation visits by COPE facilitators. Evaluation of COPE implementation took into consideration the number of problems solved or addressed since the introduction of COPE the results of the client-flow analysis and the results of interviews of providers. The lack of baseline information on client satisfaction prevented analysis of changes. The instruments of evaluation included a table of lists of problems and proposed staff solutions several CFA summary sheets and a structured interview questionnaire for service providers involved with COPE. AVSC staff found that the proportion of solvable problems that were solved varied by site and ranged from 33-75%. It appeared that the level of dedication of service providers and the interest cooperation and involvement of administration determined the disparity in problems solved. There were 109 problems identified at all sites and 59% solved. 73% of the problems did not call for outside help. 88% of these solvable problems were solved or partly solved or had attempts at solutions. The cases involved a need for more training of staff in FP the lack of a forum to discuss FP the lack of directional signs to the FP unit the long client waiting times the inadequacy of FP supplies and the incompleteness of records. Positive results of COPE centered on decreased waiting times improved morale and staffing and increased satisfaction. Lessons learned and future directions are given.