An example of this is D-tree's work in Zanzibar through the Safer Deliveries program. D-tree partners with the Zanzibar Ministry of Health (MoH) to train Community Health Workers to use mobile tools to support pregnant and postpartum women in their communities. Women and their families are visited multiple times during pregnancy and the postpartum period and receive support to develop a tailored birth plan, pre-arrange transport, and save money for delivery. The program is implemented at scale in Zanzibar and supports approximately 80% of pregnant women.
In 2015, the Zanzibar MoH began a PBF initiative which aimed at improving the quality of care at health facilities.
To collect citizen feedback, the MoH hired an external group to visit women who attended a health facility for antenatal care, postnatal care and delivery services. This was a costly and inefficient process which involved staff time and transportation to reach individual women in the community.
To eliminate these costs and improve efficiency of data reporting, the Safer Deliveries program worked to integrate CHW data about client experiences into the PBF program.
To do this, the Safer Deliveries program worked with the MoH to add specific, PBF-oriented, questions to the CHW mobile application.
D-tree's previous work with citizen feedback for family planning services had established that asking subjective questions such as "Were you satisfied with the quality of services" tended to invite uniformly positive responses which deeper enquiries found were essentially misleading. Questions of a more direct and specific nature help clients to feel comfortable responding with sometimes uncomfortable truths.
Questions for the PBF initiative were therefore crafted to be objective and specific in order to elicit responses which reflect more accurately the reality in the clinics. Here we show a couple of examples of such questions: