community score cards empowering marginalised communities to negotiate for better service delivery...
TRANSCRIPT
![Page 1: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/1.jpg)
1
Community Score Cards
Empowering Marginalised Communities to Negotiate for
Better Service Delivery
Abhijit DasCentre for Health & Social Justice, India
![Page 2: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/2.jpg)
2
Introduction to Presentation
• What is a Community Score Card
• Steps for developing a Community Score Card based feedback mechanism
• Example of using Community Score Card methodology –mechanism and results
• Challenges
![Page 3: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/3.jpg)
3
Part 1
What is the Community Score Card Method
![Page 4: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/4.jpg)
4
What is a Community Score Card
A Working Definition:– A Community-owned process– Where the community collates its experience– Related to a mandated public service– Systematically, and– Presents it to providers and managers of the
public system for feedback, review and planning
Community Score Card may be used as a component of Evidence Based Advocacy
![Page 5: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/5.jpg)
5
Score Card : Working definition
• A score card is a summary document of performance of a system
• The parameters of the score card are drawn from conditions necessary for the fulfillment of rights/ needs
• It allows for community experience ( of enjoying rights or of rights violations) to be converted into a quantitative measure
• It allows for comparison against a benchmark• It allows for comparison over time• Useful of feedback, planning and monitoring
![Page 6: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/6.jpg)
6
Some Conditions for success of CSC
• Community Level Conditions– Mobilised community with knowledge of its own health
related issues and problems (rights)– Knowledge of publicly supported health policies and
programmes– Ability to compile evidence of programme/ policy
implementation
• Service Provision Level Conditions – Openness to feedback and sense of accountability– Respect for community and non-judgemental
approach– Ability to provide quality services
![Page 7: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/7.jpg)
7
Key Principles : CSC
• Both parties believe in the developmental nature of the process, otherwise it can become an opportunity for preparing a list of complaints or a confrontation, or tokenism
• Jointly accepted set of parameters for monitoring – patient charters, Quality of Care standards, treatment protocols, programme guidelines
• Orientation and capacity building of both parties.• Programme flexibility to incorporate new
suggestions
![Page 8: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/8.jpg)
8
Part 2
Developing a CSC based Feedback System
![Page 9: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/9.jpg)
9
Developing CSC based advocacy
• What is the advocacy issue - What is the change desired in service delivery?
• Services – Mandated by law or policy? Any Standards and Guidelines? Competency standards?
• Reach and effect of services? Availability, Accessibility, Acceptability and Quality of Services? Community Experiences, Adverse outcomes?
• Status of the community - Are they aware of their entitlement/rights? Are they mobilised?
![Page 10: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/10.jpg)
10
Steps of Implementing the CSC methodology
1. Identifying the issue and the evidence base needed
2. Developing an appropriate methodology for gathering evidence
3. Mobilising and building capacity in community to generate the evidence
4. Supporting the process of evidence generation, collation of Score Cards develop an advocacy plan
5. Organising interface with providers and develop a plan of action
6. Follow up
![Page 11: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/11.jpg)
11
Community ExperiencePoor / Absent Service/
Denial
Consolidate collective community
experience into a score cared
Share Score Card with Providers
Plan for improved service delivery – provider and
community responsibilities outlined
New Experience of service delivery
Consolidate New collective community experience into a new
score cared
![Page 12: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/12.jpg)
12
Part 3
Using Community Score Cards to improve service delivery and
utilisation in India
![Page 13: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/13.jpg)
13
Conditions in India• Government of India introduced a National Rural
Health Mission (NRHM) in 2005 to provide equitable, affordable, accountable and effective primary healthcare to the poor
• It includes provisions for decentralised management community participation – including planning and monitoring
• NRHM includes service delivery standards (Indian Public Health Standards) and Concrete Service Guarantees that spell out the range of services that will be available at different levels of care.
![Page 14: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/14.jpg)
14
The Community Monitoring Process
• Community Monitoring is a process included within the NRHM to increase community ownership/accountability.
• It involves a systematic process through which community members provide feedback about services to the providers
• The feedback includes parameters which are included within the range and quality of services that the provider is expected to provide
• The primary purpose of the feedback is to improve service delivery
• It was done over 9 states and covered 1600 villages
![Page 15: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/15.jpg)
15
Frameworks and Processes Entitlements under the Maternal Health
Scheme; Roles and responsibilities of the
Community Health Volunteer Indian Public Health Standards for
different facilities like Sub centre, Primary Health Centre, Community Health Centre
Concrete Service Guarantees, Citizen’s Charter and so on.
Block Provider’s Orientation
Village Health and Sanitation Committee Training – Entitlement
Awareness and Frameworks
Community Enquiry Community Score Cards
Community Sharing
Joint Sharing / Jan Sanwad
![Page 16: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/16.jpg)
16
Key Activities and Issues
ActivitiesOrientation of Programme ManagersOrientation of Health ProvidersTraining of Community Leaders ( Village Health and Sanitation Committee)Community AwarenessCommunity EnquiryPublic Sharing
Key IssuesMaternal HealthChild HealthDisease SurveillanceCurative CareUntied Funds UtilisationQuality of CareCommunity ParticipationFunctioning of Community
Volunteer
![Page 17: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/17.jpg)
17
Mechanism of Enquiry
Group Discussion with Women
Group Discussion with Community
Group discussion with Mothers who delivered recently
Maternal Health, Child Health, Quality of Care, Commuity Health Volunteer functioning and Janani Suraksha Yojana*
Disease Surveillance, Quality of Care, Untied Fund Utilisation, Community Participation
*a set of services used by the Indian government to reduce maternal & infant mortality
![Page 18: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/18.jpg)
1818
![Page 19: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/19.jpg)
19
Group discussion with Women who had a recent delivery
Ask each woman- Did she receive the Ante natal or post natal
service she was supposed to received, including blood and urine examination
- Did she receive the financial support she was supposed to receive
- How the nurses and doctors behaved with her at the hospital
- Whether she had any complications and whether those complications were treated.
- ….and so on
![Page 20: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/20.jpg)
20
Group discussion with Community on General Health Situation
• Ask the participants about Child Health– Are immunisation camps regularly held– Are children regularly weighed– Is nutritional supplement provided regularly
• Ask the participants about their experience of the services received and the Quality of Care at the nearest dispensary
• Ask the participants about the services of the Community Nurse
……….. And so on
![Page 21: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/21.jpg)
21
Converting the results of a Group Discussion into a Score Card
• Scoring Each sub-question that is discussed is given a score or a rank. Eg. Does the Community nurse come regularly to your village – every month- 3, every other month 2 occassionaly-1, never -0. or Did you receive 2 injections of Tetanus Toxoid injections – Yes- 1, No-0
• Traffic Light - All questions under one broad heading are scored together. All the questions relating to maternal health is clubbed together and the scores added up. This figure is divided by the maximum possible score for this section. If the answer is more than 75% it is converted to a green Traffic Light, if it is between 50% and 75% it is converted into a yellow traffic light, if it is less than 50% it is converted into red traffic light.
![Page 22: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/22.jpg)
22
Filled in Score Card with Traffic Lights
![Page 23: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/23.jpg)
23
Sharing of the Score Card
Village Sharing– Sharing of the Community Score Card with
providers– Planning for Improved Service delivery
Jan Samvad (Public Dialogue)– Conducted at Block or District level– Presentation of Cumulative Score Card– Discussion on implementation of outreach
services, improving facility level service utilization
![Page 24: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/24.jpg)
24
Part 4
Results
![Page 25: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/25.jpg)
25
Change in Health services in a Public Health Centre area after six months of monitoring - Maharashtra
October 08 April 09
![Page 26: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/26.jpg)
26
Anganwadi services: 21% ↑ in good
0
10
20
30
40
50
60
70
80
Good 1 Good 2 Part Sat1
Part Sat2
Poor 1 Poor 2
0
10
20
30
40
50
60
70
80
90
Good 1 Good 2 Part Sat1
Part Sat2
Poor 1 Poor 2
Experience of Public Health Centre services: 53% ↑ in good
0
20
40
60
80
100
Good 1 Good 2 Part Sat1
Part Sat2
Poor 1 Poor 2
Public Health Centre staff behaviour: 42% ↑ in good
0
10
20
30
40
50
60
70
Good 1 Good 2 Part Sat1
Part Sat2
Poor 1 Poor 2
Untied funds & patient transport: 23% ↑ in good
Services showing marked improvement with Community Based Monitoring
![Page 27: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/27.jpg)
27
Changes – Story from Orissa• There have been changes in the range of services
provided to women for ante-natal and post natal services.
• In both villages with Community Monitoring and those without Community Monitoring, village level Fixed health day, Iron Folic Acid tablet distribution and Tetanus Toxoid injection was being done but check-ups of abdomen, Blood Pressure and measurement of weight is being done primarily in villages where Community Monitoring was taking place
• Most mothers received counseling in these villages but not so in other villages
• Mothers from villages without Community Monitoring hardly received any Pre Natal Care or Neo Natal Care services
![Page 28: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/28.jpg)
28
Part 5
Challenges
![Page 29: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/29.jpg)
29
Challenges
At the Programme/ Macro level• Scale • Institutional Inertia• Time bound programmeAt the Implementation /Micro level• Capacity of Community Leadership and
facilitators• Get providers ready to listen – not dismiss• Manage community relationship with providers –
avoid ‘blaming’• Follow up
![Page 30: Community Score Cards Empowering Marginalised Communities to Negotiate for Better Service Delivery Abhijit Das Centre for Health & Social Justice, India](https://reader036.vdocuments.us/reader036/viewer/2022062321/56649e0e5503460f94af80da/html5/thumbnails/30.jpg)
30
Thank you
Acknowledgements
All members of Advisory Group on Community Action and all State Nodal Agencies, Special thanks to Maharashtra State Nodal Agency and Bangriposi
Block Nodal Non Government Organization for sharing their results.