In this issue
CEO Message
Conference - London 2017
Fellowship Update
Congratulations to our new Fellowship Graduates
Warm Welcome
Participant of the Issue
News from our Participants
Clients as partners: Inspired by the Experienced-Based Co-Design Approach
New Resources in FELIX
Forthcoming Webinars
Conference offer: Membership & Fellowship €399
Launch of Specialist Certificates
Clients as partners: Inspired by the Experienced-Based Co-Design Approach
Share your successes with us

In our last newsletter, we asked you to let us know about how the ISQua Fellowship has exposed you to new ideas and thanks to this, you have become agents of change in your organisations. 

Thank you to Nilufar Rakhmanova-Pollard for this fantastic contribution.  Nilufar has shared how Dr Glenn Robert's webinar, "Using Experience-based Co-Design (EBCD) to improve patient experience and staff welbeing" inspired her and her team to implement  this innovative participatory research approach in one of their programs at FHI 360.

Engaging clients has always been a priority for achieving positive outcomes and is often done through learning sessions and storytelling. We wanted to push this further and partner directly with clients to improve services. Inspired by Dr. Glenn Robert’s webinar, “Using Experience-based Co-Design (EBCD) to improve patient experience and staff wellbeing”, we implemented this innovative participatory research approach in one of our programs at FHI 360.

In Uganda, FHI 360 through USAID’s Advancing Partners & Communities Project works with the Ministry of Health to increase access to family planning (FP) through community health workers who provide counseling on FP methods, distribute short-term FP methods, and make referrals to midwives for long-acting methods.

Experienced Based Co-Design/EBCD is participatory action research approach developed in the early 2000s to enable clients to tell the stories of their experiences from their point of view, revealing unexpected areas for improvement. Collaboration between provider and client is the cornerstone of this approach.

FHI 360 is implementing an improvement collaborative in four districts under APC. During the most recent learning session that took place in Uganda’s Oyam District in June 2017, we (with my colleagues Leigh Wynne and Fredrick Mubiru) successfully field-tested the innovative EBCD approach for community-based service delivery. At the end of the session, we assessed this approach of obtaining the perspectives of participating clients and providers. Most clients responded positively to listening to others’ stories and working on emotional mapping, and reported that they felt comfortable contributing their own thoughts and experiences.”

Our field-test confirmed that it is possible not only to get clients’ ideas on their expectations, preferences, complaints, and needs, but also that clients are willing to be actively involved in service design and improvement.

The products of the EBCD session became five video-testimonials of the clients’ co-design ideas, which were adapted for a project facilitator guide.

EBCD is a powerful method to make clients or patients partners in the improvement journey and we will continue exploring this method further.

Nilufar Rakhmanova-Pollard, MD, MPH, Technical Advisor, Health Systems Strengthening. FHI 360

Encouraged by what you have read?  Let us know how the Fellowship has inspired you to become an agent of change in your organisation.

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