Tables

Table 1. Performance Factors and Examples of Activities to Improve CPI
Table 2. Illustrative CPI Indicators from the Quick Investigation of Quality (QIQ)

Table 1. Performance Factors and Examples
of Activities to Improve CPI

Performance Factor Possible Activities to Improve CPI
Job
expectations
  • Revise or draft new national policies and standards
  • Revise or draft new regional, district, and local standards
  • Revise or draft detailed position descriptions with the participation of providers
  • Have providers and supervisors plan how new skills will be used on the job after training
  • Promote social norms at local facilities that reinforce job expectations
  • Tell clients what to expect, using print materials, mass media, and group education
Performance
feedback
  • Focus supervision on CPI
  • Appraise overall performance at least annually
  • Offer timely on-the-job feedback
  • Develop a self-assessment system for providers
  • Set up a system for providers to offer supportive feedback to one another
  • Create client and community feedback systems and dialogue
  • Teach clients how to provide feedback to the provider during interactions
Knowledge
and skills
  • Incorporate training on good communication and counseling practices into preservice education
  • Focus in-service training on job responsibilities and observed weaknesses in counseling skills and knowledge
  • Focus training in technical content on information most important for clients
  • Update guidelines to reflect current technical information
  • Teach providers how to obtain and adapt the latest technical information
  • Produce and train providers to use job aids and reference materials
Work
environment
  • Revise work processes to allow adequate time for CPI
  • Create reliable logistics systems for contraceptives and other supplies
  • Set aside private space for consultations, and honor confidentiality
  • Develop community outreach programs that include in-home counseling as well as group education
Incentives and
motivation
  • Offer fair salaries
  • Eliminate gender inequity in the workplace
  • Give promotions, extra training, and other rewards based on performance
  • Recognize “Employees of the Month”
  • Develop accreditation programs with rewards
  • Encourage recognition by coworkers
  • Informally show appreciation for a job well done
Capacity
  • Assign jobs based on skills, knowledge, and expertise
  • Create a system to keep track of staff members’ assignments and training


Table 2. Illustrative CPI Indicators from
the Quick Investigation of Quality (QIQ)

QIQ Indicator Data Collection Method
Client Exit
Interview		 Observation Facility Audit
PROVIDER:
Assures client of confidentiality   X  
Asks client about reproductive intentions (e.g., “More children? When?”) X X  
Discusses with client which method she would prefer X X  
Treats client with respect/courtesy X X  
Tailors key information to the particular needs of the specific client X    
Gives accurate information on the method chosen (how to use, side effects, complications) X X  
Gives instructions on when to return X X  
Recognizes/identifies medical eligibility criteria consistent with guidelines   X  
STAFF (other than provider):
Treats client with dignity and respect X    
CLIENT:
Participates actively in discussion and selection of method X X  
Receives her method of choice X X  
Believes the provider will keep her information confidential   X  
FACILITY:
Has all approved methods available; no stock outs     X
Has mechanisms to make programmatic changes based on client feedback     X
Has received a supervisory visit in past ________ months   X  
Has up-to-date clinical guidelines   X  
Source: Measure Evaluation, 1999 (103)
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