2. QUESTIONS WE WILL ADDRESS IN THIS
SESSION
1. COMMUNITY SCORE CARD (CSC)
BACKGROUND?
2. WHAT IS THE CSC METHODOLOGY?
3. CSC RESEARCH & NEW RESOURCES?
4. What is theory of change that guides
CARE’s governance and health work?
‘Theory of Change' to guide and
underpin CARE's governance
work:
If citizens are empowered,
if power holders are effective,
accountable and responsive,
Sustainable
Development
with Equity
Expanded,
Inclusive
& Effective
Spaces
for Negotiation
Empowered
Citizens
Accountable
& Effective
Power Holders
if spaces for negotiation are
expanded, effective and
inclusive,
= then sustainable and equitable
development can be achieved.
4
improvements in
health coverage,
quality and equity
can be achieved.
5. What is the Community Score Card (CSC) ?
The CSC is a participatory governance tool…
that brings together community members, service
providers, and local government to identify service
utilization and provision challenges, and to mutually
generate solutions, and work in partnership to implement
and track the effectiveness of those solutions in an
ongoing process of improvement
Underlying Rights
Based Principles
Participation and
inclusion of voice
Accountability and
transparency
Equity
Shared responsibility
6. What is the History of the CSC at CARE?
CARE Malawi
develops CSC
•Project - Local Initiatives
for Health
•Overall aim – develop
models to resolve issues
of poor health service and
access
•Duration - 2002-2005
•Location - Malawi
•Sector – Health
•Application – quality
improvement
CSC spread
•Within CARE –Tanzania, Ethiopia,
Rwanda, Egypt, Cambodia, Mozambique,
and others…
•Beyond CARE- World bank & others….
•Sectors- Health, food security and
livelihoods, education and water and
sanitation programs
•Applications - quality improvement,
implementation improvement, planning/re –
planning, M&E, internal accountability,
advocacy efforts
Rigorous CSC
Evaluation
•Duration- 2012- 2015
•Location – Malawi
8. CSC Process
PHASE I: PLANNING AND PREPARATION
PHASE II: Conducting the Score Card with the
Community
Community Score Card:
• Community level assessment of priority issues in one village –
what are the barriers to accessibility and delivery of quality
services
• Develop indicators for assessing priority issues
• Complete the Score Card by scoring against each indicator
and giving reason for the scores
• Generate suggestions for improvement
= complete community Score Card for the village
PHASE III: Conducting the Score
Card with Service Providers
• Conduct general assessment of health
service provision – what are the barriers
to delivery of quality health services?
• Develop indicators for quality health
service provision
• Complete Score Card by scoring
against each indicator
• Identify priority health issues
• Generate suggestions for improvement
Cluster consolidation meeting:
• Feedback from process
• Consolidate scores for each indicator to come up with
representative score for entire village
• Consolidate community priority issues and suggestions
for improvement
= complete (consolidated) Score Card for the cluster
PHASE IV: Interface Meeting and Action Planning
Interface meeting:
Action planning:
• Community at large, community leaders, committee members, health center
staff, district officials and process facilitators
• Communities and health center staff present their findings from the Score
Cards
• Communities and health center staff present identified priority health issues
• Prioritize the issues together (in a negotiated way)
• Develop detailed action plan from
the prioritized issues –
agreed/negotiated action plan
• Agree on responsibilities for activities
in the action plan and set time frames
for the activities
PHASE V: Action Plan Implementation and M&E
• Execute action plan • Monitor and evaluate actions • Repeat cycles to ensure institutionalization
9. CSC Process --- PHASE I:Planning and Preparation
Health facility &
catchment communities
District partnership
Train CSC facilitators
Focus area selection
CSC intro to
health workers
CSC site selection
CSC intro for
community
Community
Mapping
10. CSC Process
PHASE I: PLANNING AND PREPARATION
PHASE II: Conducting the Score Card with the
Community
Community Score Card:
• Community level assessment of priority issues in one village –
what are the barriers to accessibility and delivery of quality
services
• Develop indicators for assessing priority issues
• Complete the Score Card by scoring against each indicator
and giving reason for the scores
• Generate suggestions for improvement
= complete community Score Card for the village
PHASE III: Conducting the Score
Card with Service Providers
• Conduct general assessment of health
service provision – what are the barriers
to delivery of quality health services?
• Develop indicators for quality health
service provision
• Complete Score Card by scoring
against each indicator
• Identify priority health issues
• Generate suggestions for improvement
Cluster consolidation meeting:
• Feedback from process
• Consolidate scores for each indicator to come up with
representative score for entire village
• Consolidate community priority issues and suggestions
for improvement
= complete (consolidated) Score Card for the cluster
PHASE IV: Interface Meeting and Action Planning
Interface meeting:
Action planning:
• Community at large, community leaders, committee members, health center
staff, district officials and process facilitators
• Communities and health center staff present their findings from the Score
Cards
• Communities and health center staff present identified priority health issues
• Prioritize the issues together (in a negotiated way)
• Develop detailed action plan from
the prioritized issues –
agreed/negotiated action plan
• Agree on responsibilities for activities
in the action plan and set time frames
for the activities
PHASE V: Action Plan Implementation and M&E
• Execute action plan • Monitor and evaluate actions • Repeat cycles to ensure institutionalization
11. CSC Process --- PHASE II: Conducting the Score Card
with the Community Issue generation
Focus Group Participants
Focus Group Discussion
.
Women
Men
Youth
Local leaders
Vulnerable
groups
1. What is going
well?
2. What is not going
well?
3. What improvement
is needed?
Issues Identified
•Lack of space in maternity-no
waiting home, few delivery beds
•Poor male involvement and
support
•Family planning myths and
norms
•Favoritism when treating clients
•Disrespectful treatment of
women
•Poor relationship between
health workers and communities
•Poor DHMT supervision and
response to other issues
•Shortage of staff
•Shortage of drug supplies,
gloves, test kits for HIV, hospital
linen
•Payment for services that are
supposed to be free
•Health facility hours
12. CSC Process --- PHASE II: Conducting the Score Card
with the Community Indicator development
Scorecard template
Indicator development
Indicator
1.
6.
Availability and accessibility
to information (MNH, FP,
PMTCT)
Level of male involvement in
MNH, FP, PMTCT
Level of youth involvement
in reproductive health issues
Reception of clients at the
facility
Relationship between
providers and communities
Health seeking behavior
7.
Fertility levels
8.
Commitment of service
providers
2.
3.
4.
5.
Score
Reason
13. CSC Process --- PHASE II: Conducting the Score Card with
the Community Score Card Consolidation
Consolidated Community Score Card
Community 1
Consolidated Score Card
Community 2
Consolidated Score Card
13
October 20, 2013
14. CSC Process
PHASE I: PLANNING AND PREPARATION
PHASE II: Conducting the Score Card with the
Community
Community Score Card:
• Community level assessment of priority issues in one village –
what are the barriers to accessibility and delivery of quality
services
• Develop indicators for assessing priority issues
• Complete the Score Card by scoring against each indicator
and giving reason for the scores
• Generate suggestions for improvement
= complete community Score Card for the village
PHASE III: Conducting the Score
Card with Service Providers
• Conduct general assessment of health
service provision – what are the barriers
to delivery of quality health services?
• Develop indicators for quality health
service provision
• Complete Score Card by scoring
against each indicator
• Identify priority health issues
• Generate suggestions for improvement
Cluster consolidation meeting:
• Feedback from process
• Consolidate scores for each indicator to come up with
representative score for entire village
• Consolidate community priority issues and suggestions
for improvement
= complete (consolidated) Score Card for the cluster
PHASE IV: Interface Meeting and Action Planning
Interface meeting:
Action planning:
• Community at large, community leaders, committee members, health center
staff, district officials and process facilitators
• Communities and health center staff present their findings from the Score
Cards
• Communities and health center staff present identified priority health issues
• Prioritize the issues together (in a negotiated way)
• Develop detailed action plan from
the prioritized issues –
agreed/negotiated action plan
• Agree on responsibilities for activities
in the action plan and set time frames
for the activities
PHASE V: Action Plan Implementation and M&E
• Execute action plan • Monitor and evaluate actions • Repeat cycles to ensure institutionalization
15. CSC Process --- PHASE III: Conducting the Score Card with
Service Providers
Nurses
Indicator
Score
Reason
1.
-MNH available at health center
-No community based MNH
2.
Level of male involvement in
MNH, FP, PMTCT
10
-Men do not go for HIV testing with wives
-men do not present themselves for counseling
on PMTCT,
Level of youth involvement in
reproductive health issues
Reception of clients at the
facility
Relationship between
providers and communities
20
-Youth not welcome in clinic for FP issues
25
-Sometimes clients are turned away
-No formal queuing system
20
-Women do not listen to providers
-traditional leaders and community do not take our
advice; we are strangers to their community
6.
Health seeking behavior
30
-Women come to ANC late
-Women do not follow-up for PMTCT
7.
Fertility levels
20
-Women start childbearing too early
-Women have too many births
8.
Commitment of service
providers
35
-Providers do not come to work on time
-Providers don’t provide 24/7 care
-Providers not compensated for work
9.
Attendant
60
3.
HSA
Availability and accessibility to
information)
Availability of supervisory
support (for the health center)
20
-Supervisors only meet with staff 1-2 times a year
-Supervisors are not responsive to health center
needs
-Supervisors do collect reports and provide
supplies
- Do not use standard tools for supervision
4.
5.
Environ.
Health
officers
Guards
16. CSC Process
PHASE I: PLANNING AND PREPARATION
PHASE II: Conducting the Score Card with the
Community
Community Score Card:
• Community level assessment of priority issues in one village –
what are the barriers to accessibility and delivery of quality
services
• Develop indicators for assessing priority issues
• Complete the Score Card by scoring against each indicator
and giving reason for the scores
• Generate suggestions for improvement
= complete community Score Card for the village
PHASE III: Conducting the Score
Card with Service Providers
• Conduct general assessment of health
service provision – what are the barriers
to delivery of quality health services?
• Develop indicators for quality health
service provision
• Complete Score Card by scoring
against each indicator
• Identify priority health issues
• Generate suggestions for improvement
Cluster consolidation meeting:
• Feedback from process
• Consolidate scores for each indicator to come up with
representative score for entire village
• Consolidate community priority issues and suggestions
for improvement
= complete (consolidated) Score Card for the cluster
PHASE IV: Interface Meeting and Action Planning
Interface meeting:
Action planning:
• Community at large, community leaders, committee members, health center
staff, district officials and process facilitators
• Communities and health center staff present their findings from the Score
Cards
• Communities and health center staff present identified priority health issues
• Prioritize the issues together (in a negotiated way)
• Develop detailed action plan from
the prioritized issues –
agreed/negotiated action plan
• Agree on responsibilities for activities
in the action plan and set time frames
for the activities
PHASE V: Action Plan Implementation and M&E
• Execute action plan • Monitor and evaluate actions • Repeat cycles to ensure institutionalization
17. CSC Process -- PHASE IV: Interface Meeting & Action Planning
………………………………………
Action Item
Process
Resourc
es
Joint Action Plan
-Train
-Training
1. HSAs provide
community
based MNH
Respons
ible
Time
frame
DMHT
2
months
(Feb
2013)
17
(DHMT)
2. Build
maternity
waiting home
-Gather
donated
materials
-Set
building
day
-Build
waiting
home
-In kind
Communit
y
5
months
(May
2013)
3. Youth
ambassadors
for reproductive
health
Other
NGOs &
Service Providers
HSAs in
CBMNH
-Youth
ambassado
rs trained
-Training
(FPAM)
FPAM
NGO
3
months
(March
2013)
4.Registration
and ticket
system in place
for clinic line
-Print
numbers
-None
DHMT
1
month
(Jan
2013)
18. CSC Process
PHASE I: PLANNING AND PREPARATION
PHASE II: Conducting the Score Card with the
Community
Community Score Card:
• Community level assessment of priority issues in one village –
what are the barriers to accessibility and delivery of quality
services
• Develop indicators for assessing priority issues
• Complete the Score Card by scoring against each indicator
and giving reason for the scores
• Generate suggestions for improvement
= complete community Score Card for the village
PHASE III: Conducting the Score
Card with Service Providers
• Conduct general assessment of health
service provision – what are the barriers
to delivery of quality health services?
• Develop indicators for quality health
service provision
• Complete Score Card by scoring
against each indicator
• Identify priority health issues
• Generate suggestions for improvement
Cluster consolidation meeting:
• Feedback from process
• Consolidate scores for each indicator to come up with
representative score for entire village
• Consolidate community priority issues and suggestions
for improvement
= complete (consolidated) Score Card for the cluster
PHASE IV: Interface Meeting and Action Planning
Interface meeting:
Action planning:
• Community at large, community leaders, committee members, health center
staff, district officials and process facilitators
• Communities and health center staff present their findings from the Score
Cards
• Communities and health center staff present identified priority health issues
• Prioritize the issues together (in a negotiated way)
• Develop detailed action plan from
the prioritized issues –
agreed/negotiated action plan
• Agree on responsibilities for activities
in the action plan and set time frames
for the activities
PHASE V: Action Plan Implementation and M&E
• Execute action plan • Monitor and evaluate actions • Repeat cycles to ensure institutionalization
19. CSC Process -- PHASE V: Action Plan Imp. & M&E
Implement Action Plans…
Review & follow-up…
-Train community health workers on
MNH issues
-Reflection session with district gov’t
partners
19
October 20, 2013
-Train CSC committees
-Follow-up on action plan implementation,
keep diary, review health facility data
The CSC consists of 5 phases: I- Planning and preparation, II- Conducting the Score Card with the community, III- Conducting the Score Card with service providers, IV- Interface meeting and action planning, and V- Action plan
-The CSC is done between a service user unit and service provider unit – in our case between the health center and catchment area
-CSC process is not a one off process but done repeatedly every 6 months
The CSC consists of 5 phases: I- Planning and preparation, II- Conducting the Score Card with the community, III- Conducting the Score Card with service providers, IV- Interface meeting and action planning, and V- Action plan
-The CSC is done between a service user unit and service provider unit – in our case between the health center and catchment area
-CSC process is not a one off process but done repeatedly every 6 months
Step 2: Developing indicators
At the Office :
Debrief about the process and collate the findings – similar findings together
Identify real issues and formulate major issues into indicators, grouping similar issues together under a topic
Indicator
It is a standard against which to measure change.
Indicators are things we look for to see whether there has been any change.
--Develop a matrix (“the scorecard”) for scoring the indicators and make copies for each of the groups
Consolidation of scores
With representatives from focus groups share scores from all the groups
Develop a matrix that will record scores from all the focus groups on the indicators
Facilitate identification of a representative score (not necessarily averaging!)
Select 2 presenters of the findings during interface meeting
The CSC consists of 5 phases: I- Planning and preparation, II- Conducting the Score Card with the community, III- Conducting the Score Card with service providers, IV- Interface meeting and action planning, and V- Action plan
-The CSC is done between a service user unit and service provider unit – in our case between the health center and catchment area
-CSC process is not a one off process but done repeatedly every 6 months
Generation of Issues
Go through the provider checklist with the SP – ask the providers how they feel they are performing in providing the service
SP can respond to questions like: What are the types of services that we offer? How do we offer them? What challenges does the SP experience in service delivery? What are the roles of communities in the service delivery, and how do they take part? What are their suggestions for improvement and maintaining strong points?
Develop indicators
preferably use similar method as with community
Scoring
preferably use similar method as with community
The CSC consists of 5 phases: I- Planning and preparation, II- Conducting the Score Card with the community, III- Conducting the Score Card with service providers, IV- Interface meeting and action planning, and V- Action plan
-The CSC is done between a service user unit and service provider unit – in our case between the health center and catchment area
-CSC process is not a one off process but done repeatedly every 6 months
Ensure adequate attendance and participation from communities concerned with the scored service and the SP including key decision makers for the service
Prepare for the interface meeting by sensitizing both sides about the purpose of the meeting
Purpose:
To share scores generated by SU and SP so that feedback from community and SP is taken into account
To develop concrete measures to improve low scores and maintain good services
Reorient the gathering on the whole process followed and how this day was arrived at.
Explain the purpose of the meeting and the methodology
Environment should be conducive for community to negotiate agreements on improving the service with SP
Call community representative to present the SU scorecard and the input tracking matrix followed by their prioritized list of suggestions for improvement and how to maintain the high scores
Thereafter SP representative presents the results from their scorecard, suggestions for improvement or sustaining performance
SP makes recommendation based on the suggestions for improvement made by SU
Allow for an open and participatory discussion and questions for clarity.
Ensure that personal attacks are avoided by from time to time, explaining the objective of the process.
Facilitate open and positive dialogue between SP and SU and help them come up with realistic changes and action
For each of the suggestions:
Define action steps that will be taken in order to address the issue
Define realistic deadlines for implementing the action steps
Define who will take the leading role, who else will be involved and what they will do in implementing the actions, what external support they will need
Keep the duration of implementing the action plan to a maximum of 6-12 months.
The CSC consists of 5 phases: I- Planning and preparation, II- Conducting the Score Card with the community, III- Conducting the Score Card with service providers, IV- Interface meeting and action planning, and V- Action plan
-The CSC is done between a service user unit and service provider unit – in our case between the health center and catchment area
-CSC process is not a one off process but done repeatedly every 6 months
