1. Introducing QI Tools and Approaches Community COPE ® APPENDIX F Session F Facilitative Supervision for Quality Improvement Curriculum 2008

2. EngenderHealth’s QI Package QI Approaches Facilitative supervision Whole-site training (including Inreach) QI Tools COPE ® Community COPE Quality Measuring Tool Cost Analysis Tool Medical Monitoring

3. Goal of the Community COPE Intervention To understand the community’s needs and its definition of quality services To close the gap between the community’s definition of quality and the site’s actual performance To foster a partnership between the community and a site

4. Learning Community Members’ Views Community COPE: Lets site staff learn why some community members do not seek services, do not gain access to services, or stop using services Provides another way to learn clients’ views about services Helps the site provide more relevant, accessible services Builds trust between clients and site staff

5. Learning Community Members’ Views (2) Community COPE: Makes site’s services more sustainable Promotes empowerment, increased awareness, and behavior change in the community Ensures ongoing, two-way communication between a site and the community Makes staff’s work more interesting and satisfying

6. Information-Gathering Activities Individual interviews –With current users of services at site –With former users of the services at site –With those who have never used the services at site Group discussions Site walk-through Participatory mapping

7. Community COPE Process (1) Orient site staff in Community COPE ® activities Staff meet w/ local leaders and representatives Identify groups for participatory activities Select and plan activities Individual interviews Group discussions Site walk-through Participatory mapping

8. Community COPE Process (2) If YesIf No Develop Action Plan, prioritize recommendations w/community Develop Action Plan, prioritize recommendations w/staff Review site’s QI Committee membership Review site’s QI Committee membership Implement Action Plan Conduct action planning with community(?)

9. Ongoing Monitoring and Feedback Establish follow-up committees Revise status of action plans and inform community members

10. Communicating Progress to the Community (1) Report at community meetings Ask satisfied clients to talk about improvements in the services Ask local leaders, NGOs, and health committees to help to communicate progress to the community

11. Communicating Progress to the Community (2) Post information about the site’s QI activities and results in the waiting room or reception area. Ask community representatives on the QI Committee to report progress to community groups. Announce the site’s improvement in a site newsletter, in local newspapers, and on radio and TV

12. Community COPE Process—Lesson 1 The community is not a uniform group, but a diverse groups with different needs. Community discussions might reveal more information than client interviews in earlier COPE exercises.

13. Community COPE Process—Lesson 2 The issue of how to communicate with the community is important, and some methodologies are more effective than others.

14. Community COPE Process—Lesson 3 Community involvement is more than soliciting the community perspective of the services; including community members in the action planning process is also vital.

15. The QI Process Information gathering and analysis Action plan development and prioritization Implementation Follow-up/ evaluation