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Consideration of caregivers’ feedbacks on service delivery to improve Customer Centered Care and enhance quality service and accountability

High quality improvement in immunization service based on caregivers ideas and feedbacks.

Photo of Dr Benoit NDAGIJIMANA
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Describe what you intend to do and how you'll do it in one sentence (required 250 Characters)

Improving the quality of service delivered in immunization based on parents and caregivers ideas and feedbacks as a key to ensure that parents and caregivers have a positive experience at the health facility, and are motivated and able to return.

Explain the idea (less than 2,000 characters)

During political instability in Burundi since 2015, there were many refugees coming in Rwanda. Access to full vaccination schedule was difficult. Refugees were hosted in Mahama camp, kirehe district, eastern province of Rwanda. Nongovernmental organizations started to provide primary health care and immunization services. Many efforts have been made which helped us to provide routine immunization to Burundian refugees. However, there are many children who do not follow their vaccination schedule and miss their vaccines. The challenge has been that, the quality of the service was not improved according to caregiver’s ideas and feedbacks. There was a lack of customer centered care. The usual way of communication by IEC (Information, Communication and Education) did not resolve the problem because caregiver’s feedbacks were not captured and their main concerns were not discovered and answered. For this reason, health care providers could not improve the service delivery in a way that caregivers could appreciate and continue to seek for. What we are planning to do is to put in place a way of getting feedbacks from caregivers after vaccination about how the service was and how we should improve and do better for the next vaccination sessions. This will be achieved by asking every caregiver after vaccinating his/her child what he/she thinks we should do better for the next time. All of the caregiver’s ideas and feedbacks will be kept in the same file in a computer. Then after, the service team (health care providers in immunization service) will sit and look for how to improve the quality of service by implementing caregiver’s ideas and feedbacks. Quality improvement will be based on what caregivers need for the following immunization sessions. Solutions for caregivers concerns raised, will be communicated to them via Community Health Workers (CHWs). Parents and caregivers will have positive experience at the health facility, and motivated and able to return.

Which part(s) of the world does this idea target?

  • North Africa
  • Eastern Africa
  • Middle Africa
  • Southern Africa
  • Western Africa

Geographic Focus (less than 250 Characters)

This project targets humanitarian settings like camp of refugees and host community in rural areas of Rwanda

Who are your end users and how well do you know them? (750 characters)

This projects will be implemented by health facilities especially health centers in collaboration with community health workers team. We expect that caregivers including mothers, fathers and everyone who is caring for a child will be empowered, and him/herself will continue to seek and to utilize immunization services be cause there will be a quality improvement according to caregivers needs. There will be an improvement in interpersonal communication, motivation, and community planning.

How is the idea unique? (750 Characters)

This projects is innovative be cause it involves caregivers ideas and feedbacks. This is usually what is lacking to achieve full customer centered care and to achieve high quality service delivery. The direct and unique advantage is that caregivers ideas and feedback will be captured at the first time and will be considered for quality improvement measures. The next immunization sessions will be improved based on caregivers ideas. When a caregiver him/herself will realizes that what he/she wants was considered and answered or was explained further about his/her worries (e.g: pain), for sure he/she will increase an experience with a health facility and from his heart he will continue to seek and to utilize immunization service.

Idea Proposal Stage (Select 1)

  • Blueprint: We are exploring the idea and gathering the inspiration and information we need to test it with real users.

How many months are required for the project idea? (140 characters)

The project idea needs 6 months to fully explore caregivers feedbacks and achieve sustained quality improvement in immunization service.

Organization Name (less than 140 characters)

American Refugee committee: Humanitarian Aid and Disaster Relief

Type of Submitter

  • We are a registered NGO or Non-Profit Organization

Organizational Characteristics

  • Displaced person / refugee-led organization

Organization Location (less than 140 Characters)

615 1st Ave NE #500, Minneapolis, MN 55413, USA

What is the current scale of your organization’s work?

  • Global (within 2 or more global regions)

Website URL

Tell us more about your organization/company (1-2 sentences)

American Refugee Committee is an international humanitarian organization who is working to help people survive conflict and crisis and rebuild lives of dignity, health, security and self-sufficiency. ARC is committed to the delivery of programs that ensure measurable quality and lasting impact for the people we serve. Among activities of ARC, there is also provision of primary health care including immunization services. This is the reason why my idea fits into my organization goals.

Who will work alongside your organization in the project idea? (750 characters)

My idea engages health care providers working in immunization service. These health care providers constitute the service team. It engages also Community Health Workers (CHWs) who will help the service team to communicate to caregivers the good solutions on their ideas, feedbacks and concerns.

How many people are on your team?


Tell us more about you and your team

My team is composed of myself, medical doctor. We have 3 nurses working in immunization service and 75 Community Health Workers who will help to disseminate informations on caregivers solutions of their raised ideas, feedbacks and concerns, so that caregivers may increase their experience with health facility.

1 comment

Join the conversation:

Photo of Ashley Tillman

Hi @Dr Benoit NDAGIJIMANA great to have you in the Challenge, can you expand on how you would intend to implement this idea? For example would you use the Kuja Kuja platform?