Journal article
Development and pilot of a framework to evaluate reproductive health call centre services: Experience of Marie Stopes international
P Yagnik, J Gold, M Stoove, B Reichwein, C Van Gemert, N Corby, MSC Lim
BMC Health Services Research | BMC | Published : 2015
Abstract
Background: Call centres can improve the effectiveness of health services by helping reduce access barriers associated with stigma and geography. This project aimed to develop and pilot a standardised evaluation framework to assess Marie Stopes International reproductive health call centres. Methods: Consultations were held with staff from the 14 existing international call centres to gauge current monitoring and evaluation processes, identify gaps, and establish evaluation needs. The draft framework was then piloted in the Marie Stopes Mexico call centre using client and provider surveys, mystery callers and a review of call centre records. Results: A flexible framework was developed to all..
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Funding Acknowledgements
The authors are grateful to Marie Stopes clients, Marie Stopes call centre managers, Marie Stopes Mexico call centre staff, Marie Stopes research staff and study participants for their contribution to this study. The authors gratefully acknowledge the contribution to this work of the Victorian Operational Infrastructure Support Program received by the Burnet Institute. The project was funded by Marie Stopes International. Megan Lim is funded by an NHMRC Sidney Sax Early Career Researcher Fellowship.