Session 8 Investing in Quality of Care to Accelerate Progress Dr. Meena Gandhi DFID Suzanne Ehlers PAI Dr. Zeba Sathar Population Council Dr. Bernard Madzima Government of Zimbabwe Dr. Abu Jamil Faisel EngenderHealth

Quality of Care │Objectives Look at Quality of Care from 3 perspectives: The government Service providers Clients Enhance understanding of how distinct stakeholders: Define quality of care Measure quality of care Improve programs to ensure quality of care The purpose of our session is to look at quality of care from three distinct perspectives: decision makers within the government, service providers, and clients. In the next 90 minutes, we hope to ignite a discussion that leads to the mutual understanding of: each perspective’s definition of quality of care, the differences in measuring improved performance in quality of care, as well as the unique strategies developed by these stakeholders to drive improvements in quality of care without overburdening providers or health systems.

Quality of Care │Key Questions Why does quality of care matter? What kinds of impact does quality of care support? How does quality of care relate to the broader rights framework? Before we jump into our small group discussions, we’d like to answer 3 key questions: Why does quality of care matter? What kinds of impact does quality of care support? And- how does quality of care related to the broader rights framework?

Why does quality of care matter? Building a continuum of care Dr. Meena Gandhi│DfID Why does quality of care matter? Building a continuum of care Reaching a broader client base What kinds of impact does quality of care support? The benefits of client satisfaction Health systems strengthening First, we know that quality of care is critical in building a continuum of care. We all know that service delivery should not be a one-time interaction, but part of a long term relationship between a provider and their client. Part of how you build that relationship is through high-quality, user-friendly, rights-based service delivery. We also know that providing better services at reasonable prices attracts more clients, increases the use of family planning methods, and reduces the number of unwanted pregnancies. Ensuring that clients receive the care that they deserve attracts more clients and reduces per capita costs of services- thus ensuring sustainability. Satisfied clients, clients who received high-quality services, are more likely to recommend those services to their friends and networks. Building quality into services helps ensure that not just individual women, but their families and communities are more empowered to access family planning. Improving the quality of reproductive health care programs can help to strengthen health systems as a whole by encouraging users to seek higher-quality services for all of their health care needs. Now, I would like to introduce my colleague Suzanne Ehlers, President and CEO of PAI to introduce the importance of quality of care as part of a rights package.

Suzanne Ehlers│PAI Quality of Care as part of a rights package Building rights into service delivery Supporting informed choice, acceptability, equity and non-discrimination The role of accountability and participation

Small Group Discussion Discussion at your tables Groups will focus on three perspectives of Quality of Care: Client, Government, and Provider 20 minute discussions What does quality mean to this audience? What are some gaps and challenges in supporting QoC? 10 minute reflection Thank you, Suzanne for providing us with that excellent framing. Now, I would like to explain how we will use the next 75 minutes. What we would like to do is divide this group into 6 groups. We have indicated two French tables and four English tables. In those groups, we will discuss quality of care from each perspective over 20 minutes. Each 20 minute session will begin with a short introduction to the importance of the particular perspective. Then, we will ask that tables discuss, from their understanding, the definition of quality of care held by that stakeholder group, as well as the gaps and challenges in supporting quality of care that are specific to that stakeholder group. After our third perspective is discussed, each table will reflect on the similarities and differences across the 3 perspectives that were discussed during the session and brainstorm potential action steps that you could take to support quality of care in your country upon return from this workshop. Now, I would like to ask that you move to a discussion table for our first 20 minute session. I will also ask that Dr. Zeba Sathar, Director of the Population Council’s Pakistan office, introduce the importance of quality of care from the client perspective.

Perspectives on Quality Dr. Zeba Sathar, Client Perspective Population Council, Pakistan Dr. Bernard Madzima, Government Perspective Government of Zimbabwe Dr. Abu Jamil Faisel, Provider Perspective EngenderHealth, Bangladesh (After 20 minutes, introduce Bernad Madzima from Zimbabwe, government perspective speaker) (After another 20 minutes, introduce Dr. Faisel of EngenderHealth, Bangladesh to discuss the provider perspective) (After 20 minutes ask the groups to switch gears and begin the 10 minute reflection discussion)

Concurrent sessions after the break: Designing Programs for Youth, with Youth- Bosphorous Ballroom Bolstering Contraceptive Security Using New and Emerging Inventions- Topaki Room Models of Acceleration, Scaling Up- Capitol Room