1. Dr. Moses Odot, PSI
November 2018, ICFP, Kigali, Rwanda
Improving Client Service Experience and Satisfaction Through E-System Based Support Supervision- The HNQIS Story

3. Background
Health Network Quality Improvement System (HNQIS) is an android based mobile application developed by Population Services International.
The tool, made up of checklists, is used by Quality Assurance Officers to conduct skills assessments for FP service providers during mentorships and measures proficiencies in respective skills areas and highlight missed critical steps.
This is intended to improve client Quality of Care outcomes.

4. .HNQIS Layout

5. Background
Provider attrition in PROFAM Clinics translates to high turnover of providers
New providers in the PSI social franchise clinics will need support with on job training and skills assessment so as to improve the Quality of care given to clients attending family planning clinics.
Need for an efficient system in offering continuous support to these providers so as to improve the Quality of Care scores.

6. Methodology
Data from the Strategic and Learning department of PSI Uganda.
Exit interviews among female clients receiving FP services over a two-week period
Baseline in April 2017 and the second survey in November/December 2017
264 females were sampled from 30 Social Franchise Clinics in April while 147 were sampled during November/December from the same number of facilities

7. Results
Provider Quality Of Care Scores in April and November

8. Results
Were the Expectations of the Clients Met

9. Results Client Overall Satisfaction
Proportions of the sample size that rated

10. Clear improvement in the client perception of service delivery and client satisfaction between March/April and November/December 2017

11. Conclusion May be used beyond family planning-Malaria & HIV Programing
Adoption into the Ugandan Public Health system

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