The Community Client Satisfaction Survey (CCSS) is conducted to ascertain the authenticity and veracity of services alleged to have been provided by the health facilities within their respective communities and to assess the perception of the community with respect to the quality of health care received from facilities. The CCSS was conducted by the CBOs in the month of September 2018 across the 9 PBF LGAs in Adamawa state.
The activity is part of the routine activities of the PIU to counter verifier the work of the CBOs as a fraud mitigating mechanism between the CBOs and the facilities. Other reason was as a result of the 100% concordance score being gotten by some CBOs that have previously scored low and the suspicion of connivance between the health facility and the CBOs raised by some verifiers.
To conduct counter verification of the activities of CBOs in CCSS for Q2 2018.
A team of three comprising of two PIU members and RBF-TA fellow (team lead) conducted the counter CCSS in each of the 9 PBF LGA over a two day period. The team met with the Verifiers in both LGAs and sampled two CBOs per LGA to conduct counter CCSS. The sample was based on suspicion of connivance between the facility and the CBOs. The verifiers lead the team to meet the CBO groups in the community.
During the verification exercise the teams visit the Village Heads, the team intimate the traditional leader on significance of the verification and expected role of the community leaders in sustainability primary healthcare facility.
Prior to meeting the CBOs in the community, questionnaires completed by the CBOs were reviewed and 5 clients were randomly selected for retracing in the community. The CBOs then lead the team into the community to counter verifier the clients’ existence. The team interviewed the clients with the use of the questionnaires to ascertain if the CBOs actually visited the client. Information obtained from the clients were entered into the questionnaire and compared with what the CBOs did initially. Feedback was provided to the CBO groups concerning the authenticity of their work.