实现以客户为中心的护理:战略框架和测量方法指导性和生殖健康计划
Kathryn Church1, Georgina Page2, Sarindi Aryasinghe3
1Independent consultant, London, UK. kathrynchurch@gmail.com pagegeorgina@gmail.com angela.argenziano@msichoices.org.
Global health, science and practice
|January 6, 2026
概括
MSI 生殖选择使用新的框架和指标实现了以客户为中心的护理 (CCC). 这种方法通过专注于提供者行为,支持和组织文化,改善了28个国家的性和生殖健康 (SRH) 服务.
科学领域:
- 公共卫生 公共卫生
- 医疗保健管理的管理
- 生殖健康 生殖健康
背景情况:
- 以客户为中心的护理 (CCC) 是全球性和生殖健康 (SRH) 计划的关键目标.
- MSI 生殖选择 (MSI) 旨在通过新的战略框架和测量系统全面实施CCC.
研究的目的:
- 描述开发和实施新的框架和指标,以在SRH计划中实现以客户为中心的护理.
- 评估这种方法对CCC业绩的影响,并确定成功的关键驱动因素.
主要方法:
- 开发了一个基于社会生态模型的框架,包括文献审查,试点研究和实践经验.
- 创建了一个年度复合CCC指标,评估供应商行为,管理支持和组织文化.
- 项目监测工具,客户反,质量审计和员工参与调查被用于测量.
主要成果:
- 自2021年以来,28个国家的SRH计划一直在监测CCC进展情况,大多数国家表现出改善.
- 根据年度结果实施了CCC培训和客户反系统等干预措施.
- 全球员工参与调查对CCC测量至关重要,它补充了现有的数据收集.
结论:
- 该框架和指标有效地在各种SRH计划中运行CCC.
- 专注于提供者支持和组织文化是扩大CCC的关键.
- 该方法适用于其他机构,旨在提高护理质量和维护客户权利.
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