SMS Service Quality Monitoring System (A toolkit for reducing stigma & discrimination in clinic settings)

LINKAGES, the United States Agency for International Development (USAID)


The service quality monitoring system via short message service (SMS 2) is a quality assurance tool designed for use by LINKAGES programs that can be used to support quality improvement activities. It monitors facility-based key population-related stigma, discrimination, and overall client satisfaction with health services on a continuous basis. It aims to set up a feedback loop between key populations and health service providers/healthcare workers, and uses SMS text messages to accomplish this end.

Type of Document:
A concept note and several templates for use with key populations in a facility, and for us in setting up the SMS system. These documents are a work in progress and will be updated.

Audience Intended:
Health care providers and health facilities, CBOs

Populations Experiencing Stigma and/or Discrimination:
Key populations including PLHIV, sex workers, men who have sex with men, transgender people, and people who inject drugs.

Stigma and/or Discrimination:
Both – stigma is the primary focus.

Assess and/or Address:

The system is customizable and can be administered by community members, health care providers, and/or through messaging campaigns (opt-in method). By building-on existing community outreach and monitoring efforts and combining simplified tools and an SMS-administration method, this system can produce high volumes of regular data that tracks KP-related stigma, discrimination, and service quality at the facility-level and can be used for program improvement.

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