Séance 8 Investir dans la qualité des services afin d’accélérer Dr. Meena Gandhi DFID Suzanne Ehlers PAI Dr. Zeba Sathar Population Council Dr. Bernard Madzima Gouvernement du Zimbabwe Dr. Abu Jamil Faisel EngenderHealth

Qualité des soins │Objectifs 3 perspectives sur la qualité des soins : Le gouvernement Les prestataires de services Les bénéficiaires Améliorer la compréhension de la façon dont différentes parties prenantes  Définissent la qualité des soins Mesurent la qualité des soins Améliorent les programmes pour garantir la qualité des soins 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.

Qualité des soins │Questions clés Pourquoi la qualité des soins importe-t-elle ? Quels types d’impact la qualité des soins supporte-t-elle ? Comment la qualité des soins se rapporte-t-elle au cadre des droits global ? 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?

Pourquoi la qualité des soins importe-t-elle ? Dr. Meena Gandhi│DFID Pourquoi la qualité des soins importe-t-elle ? Établir une continuité des soins Atteindre une base de clients plus importante Quels types d’impact la qualité des soins supporte-t-elle ? Les avantages de la satisfaction du client Le renforcement des systèmes de santé 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 La qualité des soins dans le cadre du programme des droits Incorporer les droits dans la prestation de services Soutenir les choix éclairés, l’acceptabilité, l’égalité et la non-discrimination Le rôle de la redevabilité et de la participation

Discussion en petits groupes Discussion à votre table Les groupes se focaliseront sur trois perspectives de la qualité des soins : bénéficiaire, gouvernement et prestataire Discussions de 20 minutes Que signifie la qualité pour cet auditoire ? Quels sont les lacunes et les défis de la qualité des soins ? Réflexion de 10 minutes 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 Zeba Sathar, Director of the Population Council’s Pakistan office, introduce the importance of quality of care from the client perspective.

Perspectives sur la qualité Dr. Zeba Sathar, Perspective du bénéficiaire Population Council, Pakistan Dr. Bernard Madzima, Perspective du gouvernement Gouvernement du Zimbabwe Dr. Abu Jamil Faisel, Perspective du prestataire 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)

Sessions simultanées après la pause : Concevoir des programmes pour la jeunesse, avec la jeunesse–Salle Bosphorous Renforcement de la sécurité contraceptive utilisant des interventions nouvelles et émergentes–Salle Topaki Modèles d’accélération – mise à l’échelle–Salle Capitol