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Establish a monitoring and evaluation framework for levels of service activity and quality of care

Last edited: February 25, 2011

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  • Monitoring and on-going evaluation of service quality is key to improving quality of care and is described in greater detail in the monitoring and evaluation section of this module.  Agency protocols on service delivery roles and standards should be used to inform monitoring and evaluating strategies. All monitoring and evaluating efforts must be systematic and structured, should use process and impact indicators, and tools must be developed which will be used in standardised manner throughout the services in order to collect data. Monitoring and evaluating should also involve multiple stakeholders, particularly survivors (Jewkes, 2006).
  • Identified individuals with sufficient seniority and authority should be designated to oversee monitoring and evaluation processes, and should be prepared to investigate and address problems to improve quality of services. Service providers may require training and other support in inputting and interpreting data.  Information about the results of monitoring should be made available to all relevant staff (Jewkes, 2006).
  • To ensure that monitoring and evaluation is part of any programme or intervention, there are important steps to be taken, including:
    • conducting situation analyses/needs assessments before or while the programme/intervention is being planneddeveloping a monitoring and evaluation framework that explains how the programme will work; how it will reach its goal and objectives and how it will be determined whether the programme is reaching those objectives and contributing to the goal;
    • developing a monitoring and evaluation plan that lays out the process for how the programme or intervention will be tracked, and how it will be examined or assessed overall; and
    • the collection of data at the beginning of the programme (baseline) and at the end of the programme. (For more information about these basic steps, see the module on Monitoring and Evaluation.)
  • Monitoring and evaluation should look at all elements of the system-wide approach to health, including the policies, protocols, infrastructure, supplies, staff capacity to deliver quality medical and psychosocial support, staff training and other professional development opportunities, case documentation and data systems, the functioning of referral networks, safety and danger assessments, among other items that are relevant to specific contexts and programmes. (See Heise, Ellsberg and Gottemoeller, 1999; Velzeboer et al., 2003; Bott et al., 2004.)


Illustrative Resource:

For information on monitoring and evaluation of health services and quality of care, see the monitoring and evaluation section of this module.