Thinking about your feedback loop; what information are you trying to get from whom, to whom, and to bring about what change?
The information is collected from beneficiaries,PLHIVs.community and from outreach staff.
The information is on quality of services at government facilities.service's received from Cheyutha and also on barriers they are facing,discrimination at family,community and workplace.
The feedback loop will increase their participation and role in addressing their issues and concerns the information will be used for advocacy to improve quality services and to enhance the skills and capacities to raise voice and to make service providers accountable.
Could you briefly describe the way you collect the feedback?
Generally, the feedback is provided by the beneficiary over the phone after accessing the
service. During clinic days or support group meetings the individuals provide or share
their feedback directly to us. Currently, we are planning to use abhayaswara a web based
voice portal developed with toll free number and the voices of the concerned is recorded
as feedback and the feedback voice will be transcribed and will be shared to the concerned
officials and discussed within the team for action and the link will be emailed and follow up
will be done through meeting them personally or reminding them with mails.
If other, please specify
It will be used to act on the issues or concerns raised by the community and the team will motivate the users
Give two concrete examples of how feedback loops have brought a program or policy more in line with citizens’ desires.
Cheyutha has come across many rape victims & abused minors over a period of time. In every scenario Cheyutha-Lepra has tried to find permanent resolution to the situation & combat it.
If there was one thing you could change to increase the impact of your feedback loop, what would it be?
The beneficiaries will not act as mute users. This feedback will allow them to raise their
voices in improving access to services and also in addressing the issues of stigma within the
community and family.
It will improve the quality of work and ensure transparency and accountability from users and providers end
What is the one thing you would most like to see changed to improve the competition process?
Communications – it will be more helpful for us if the concerned person will talk to us directly or in touch for any updates through phone calls. This will also help us (CBOs) to discuss directly with the concerned for any doubts.
What are you doing to make sure that feedback providers know that they are empowered by the information they can give and that they know exactly what the information they are providing?
The importance of feedback and the system developed (abhyaswara) will be shared and disseminated along with service brochures during our registration and outreach and the impact of sharing the information as feedback with results will be shared to motivate others to be part of this feedback system and interactions will be facilitated with the beneficiaries to share their experiences