Establishing Strong Health Information Services Partnership in Pwani Region
Highlighting the importance of joining HIFA for quality healthcare information services in the Pwani region. Discusses the Coast Health Dissemination Plan, factors to consider in its establishment, and how to get started. Learn about HIFA's vision, benefits of joining, and eligibility, aiming to improve healthcare knowledge in Tanzania.
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THE WAY PWANI MAY ESTABLISH THE STRONGEST PARTNERSHIP IN DELIVERY OF QUALITY AND TIMELY HEALTH CARE INFORMATION SERVICES IN COAST REGION By Jackton L. Kaijage Chief Librarian, Kibaha Public Library, Directorate of Education Services, Kibaha Education Centre & Tanzania HIFA Country Representative Cell: +255 715/755 834 827 E-mail: jajolika15@gmail.com
1.0 INTRODUCTION This paper highlights: Key terms contribution; What is HIFA and significances of joining HIFA; The way Pwani may establish the first ever Coast Health Dissemination Plan (CHCIDP); Key factors to be taken into account before establishment of CHCIDP; How we can get started to establish CHCIDP? used throughout this Care Information
1.0 INTRODUCTION CONTS. 1.1 HIFA: What does this acronym refer to? HIFA is the short form of the global E-mail discussion network called: Healthcare Information for All.
1.0 INTRODUCTION CONTS. 1.1.1 What is the HIFA Vision? Every person and every health worker will have access to the healthcare information they need to protect their own health and the health of those for whom they are responsible.
1.0 INTRODUCTION CONTS. 1.1.2 Significances of Joining HIFA By joining HIFA you: Become part of a worldwide community of more than 7,000 professionals from more than 2,000 organizations in 167 countries, all dedicated to meet the information and healthcare providers. Learn from others and share your experience. learning needs of
1.0 INTRODUCTION CONTS. Make new contacts and collaborations. Let others know about your interests, activities, services, publications. Might become the next Tanzania s HIFA Country Representative (CR). Find out about funding and training opportunities, useful publications, and address challenges you are experiencing. websites, strategies new new to
1.0 INTRODUCTION CONTS. 1.1.3 Who is Eligible to Join HIFA? HIFA is open to anyone with an interest in improving healthcare in Tanzania, and the membership is free. Therefore let's together build a future in Tanzania where people are no longer dying for lack of healthcare knowledge. Join today by visiting: www.hifa2015.org and click on: 'Join'
1.0 INTRODUCTION CONTS. 1.1.4 A Word of Caution You can never know what is going on through this renowned global E-mail discussions network unless you are HIFA member. Once you have joined HIFA, please let me know immediately either by an SMS or by E-mail using my contacts given on the cover page of this work specifying: Your full name; Your job title;
1.0 INTRODUCTION CONTS. The full name of your employer (please avoid abbreviations and acronyms); and Your E-mail and cell number. For you to take opportunities given network you must: be affluent in English language; develop habit of going through your E-mails often; immediately your opinions and experience (s) online without national and international laws. immediately by online open HIFA and share violating existing
1.0 INTRODUCTION CONTS. 1.2 What are Salient Features of Strong Partnerships for Community Development? Strong, viable partnerships don t just happen. They need to be understood, properly developed and well maintained. Skills, knowledge and experience are required when we bring people together to form useful and productive partnerships. John Chikati (2009:3)
1.0 INTRODUCTION CONTS. According to Chikati (2009:9): Partnership is defined as a relationship where two or more parties, having like- minded goals, form an agreement to do something together as partnerships are about people working mutually beneficial often doing things together which might not be able to be achieved by one party alone. together relationship in most a
1.0 INTRODUCTION CONTS. Therefore, partnership implies sharing: resources; work; decision making; power; burdens. In short, in partnerships there is give and take. Partnerships should add value to each partner s services, situations. risk; responsibility; benefits and products and/or
1.0 INTRODUCTION CONTS. Once we have decide to establish strong partnerships, we should strive to have the right people at the right time for doing the right things together. Yet, we should remember that normally the partners should still have their own identity outside partnership and that independently should be accountable to others as well as to the established partnership. the established each partner
1.0 INTRODUCTION CONTS. 1.3 What Delivery Customer-focused Information Services? are Salient Quality Features and Health of of Timely Care 1.3.1 What is a Customer-focused Health Care Information Service Facility? According to Lucas (2002), a customer-focused organization or if you like a customer-focused health care information service facility, is the one which spends energy and effort on:
1.0 INTRODUCTION CONTS. Satisfying customers by: First indentifying customers information needs and expectations; and Establishing policies, management, and support excellence in service delivery. internal and external procedures, systems reward to
1.0 INTRODUCTION CONTS. 1.3.2 What Customers Expect from Any Service Provider? Globally, as Lucas (2002:18, 59-60) goes on, most customers expect that if they pay a fair Tanzanian shilling (Tsh.) or a US Dollar (US$), in return they will receive a quality product or service. If their expectations are not met, they simply call or visit a competing service provider where they can receive what they think they paid for.
1.0 INTRODUCTION CONTS. The expectation of quality service in turn creates a need for better-trained and better-educated professionals in that such professionals need up to date service and product information to be organizational policies and procedures, what competing service providers offer to their customers, and latest techniques in delivery of satisfactory customer service. customer service abreast of current
1.0 INTRODUCTION CONTS. Besides customers to expect effective and efficient services and value for their money, they also expect service providers to make available to them common things: Personal recognition through a smile and acknowledgement of their presence say by offering them the option of having a seat while waiting for you to finish what you are doing. Courtesy through usage of good-natured remarks such as Please , Thank you for calling! etc. the following seven
1.0 INTRODUCTION CONTS. Timely services. Professionalism in delivery of offered services. Enthusiastic services them services with a smile, offering them additional services and information etc. Empathy indicating understood by putting yourself in the customer s position or looking at the expressed need from perspective as much as possible. by delivering that they are the customer s
1.0 INTRODUCTION CONTS. Patience by suppressing your desire to speak out or react emotionally so that you may remain in control and go on serving the customer professionally and end the contact with customer sooner. 1.3.3 Salient Features of Delivery of Quality and Timely Customer- focused Health Care Information Services As Lucas (2002:20-27) goes on, there are six components which make a customer-focused environment for delivery of quality and timely health care information services namely:
1.0 INTRODUCTION CONTS. The patient and/or the healthcare information seeker (i.e. the customer) in that all aspects of service organization and delivery revolve around the customer. The organizational culture (or the health facility s service delivery culture). In other words: what the customer experiences when he/she is looking for a given service or product.
1.0 INTRODUCTION CONTS. This culture is made up of a collection of subcomponents, each of which contributes to the overall service mechanisms and the support frontline services. Human resources organizational culture can work only if any organization takes great care in recruiting, selecting, and training Without motivated workers, planning, policy, and procedure change or systems adaptation will not make a difference in delivery of quality and timely health care information services. environment atmosphere like that in that the qualified and people. competent
1.0 INTRODUCTION CONTS. Delivery systems or methods used by which service and/or products are delivered to customers. In deciding the manner of delivery, organizations must examine the following factors: Industry standards to ensure current organizational delivery standards are in line with those of competitors; Customers expectations to ensure service delivery occurs in a certain manner within a specified timeframe or make certain that alternatives are acceptable;
1.0 INTRODUCTION CONTS. Capabilities to ensure existing or available systems within the organization allow services to be delivered using a variety of delivery methods; Costs to ensure additional costs will be affordable and acceptable to customers; and Current and projected requirements to ensure existing methods of service delivery like E-mail, phone, and/or face-to-face services meet the needs and expectations of customers now and in the future.
1.0 INTRODUCTION CONTS. Products (aka deliverables) in either case, there are two potential areas of customer satisfaction or dissatisfaction that is quality products/deliverables. and quantity of If perceive as a quality product or service to the level that they expected, and within the timeframe promised or viewed as acceptable, they will likely be happy. your customers receive what they
1.0 INTRODUCTION CONTS. On the other hand, if customers believe that they were sold an inferior product or given an inferior service or one that does not match their expectations, they will likely be dissatisfied and could take their business elsewhere. They negative for the organization. may also spread around word-of-mouth advertizing
1.0 INTRODUCTION CONTS. Services offered stated simply, indicate the manner in which you and other employees treat your customers and each other as you deliver your organizational products, services deliverables. and/or other Effective use of various techniques and strategies is required in order to satisfy the needs and expectations customers. of your
2.0 THE WAY PWANI MAY ESTABLISH THE FIRST EVER HEALTH CARE INFORMATION DISSEMINATION PLAN (CHCIDP) In Coast region, I do not see any operational focal point through which Pwani might establish the first ever Information Dissemination without using the Kibaha Public Library (KPL) due to the following reasons: According to CR/M.10/45/V/129 of January 28, 1999 which was addressed to the Director of Kibaha Education Centre (KEC) by the Coast Regional Health Management Team (CRHMT), KPL was identified then as the ideal documentation centre for HIV/AIDS resources in Coast region in line with regional priorities. Coast Health (CHCIDP), Care Plan correspondence reproductive health
2.0 THE WAY PWANI MAY ESTABLISH THE FIRST EVER HEALTH CARE DISSEMINATION PLAN (CHCIDP) CONTS. INFORMATION The following were strong reasons why KPL was viewed as the most feasible documentation centre in the region: Geographically speaking and talking from the infrastructural point of view, KPL would make the proposed documentation centre more accessible to the general public, in general and students and teachers, in particular from within and outside Kibaha Township for gaining access to information, education and communication (IEC) resources on reproductive health matters such as CRHMT reports, leaflets, pamphlets, borrowing books and HIV/AIDS games and videos more cost effectively.
2.0 THE WAY PWANI MAY ESTABLISH THE FIRST EVER HEALTH CARE DISSEMINATION PLAN (CHCIDP) CONTS. INFORMATION But what has happened ever since? Since 1999 to the present, KPL has never been able to play the role it was entrusted by the CRHMT as expected due to a number of contributing following being some, among others: There has been lack of a committed overseer of implementation of that role both from CRHMT, KEC and KPL itself. reasons, the
2.0 THE WAY PWANI MAY ESTABLISH THE FIRST EVER HEALTH CARE DISSEMINATION PLAN (CHCIDP) CONTS. INFORMATION There has been lack of a Librarian in charge of KPL well versed in delivery of healthcare information services since 1960s to February, 2014. There has been lack of the Coast Regional Healthcare Information Dissemination Plan which would prescribe plainly the required course of action specifying:
2.0 THE WAY PWANI MAY ESTABLISH THE FIRST EVER HEALTH CARE DISSEMINATION PLAN (CHCIDP) CONTS. INFORMATION Key activities; Timeframe to be taken per activity; Key actor (s); How the activities would be funded; How the whole process would be monitored and evaluated from time to time; Then how the entire process would be reviewed and rolled forward to the next time-scale cycle.
2.0 THE WAY PWANI MAY ESTABLISH THE FIRST EVER HEALTH CARE DISSEMINATION PLAN (CHCIDP) CONTS. INFORMATION For over the past 5 years KPL has been lacking hard cash for its annual running costs and implementation of yearly planned action plans. KPL lacks staffs with relevant skills and competencies required in delivery of quality and timely healthcare information services. KPL lacks modern library facilities and is stocked with outdated library books and resources. During heavy rains, KPL is leaking badly.
2.0 THE WAY PWANI MAY ESTABLISH THE FIRST EVER HEALTH CARE DISSEMINATION PLAN (CHCIDP) CONTS. INFORMATION One of my plans between January, 2015 and January, 2016, as Tanzania HIFA Country Representative (CR), was to introduce HIFA to the present CRHMT and its influential stakeholders including members of Tanzania Public Health Association Chapter so that together we may figure out how we would launch the first ever Coast Health Care Information Dissemination Plan (CHCIDP) not later than the end of 2016 to realize HIFA Vision practically. (TPHA)-Pwani in Coast region
3.0 KEY FACTORS TO BE TAKEN INTO ACCOUNT BEFORE ESTABLISHMENT OF CHCIDP As Brown (1990:4) an advocate of information planning puts it very plainly, a healthcare information dissemination plan is often envisaged document prescribing a particular course of action whereas what is meant is a planning process rather than a plan. as a single In this context, Brown outlines the following as requisite features of the successful planning process:
3.0 KEY FACTORS TO BE TAKEN INTO ACCOUNT BEFORE ESTABLISHMENT OF CHCIDP CONTS. The process should bring together a wide range of partners with a common interest in healthcare information dissemination both as service providers and key users of available and information services statutory, public, voluntary and private sector agencies. The process requires an honest adviser whose major responsibilities, others, include: needed healthcare ranging from among
3.0 KEY FACTORS TO BE TAKEN INTO ACCOUNT BEFORE ESTABLISHMENT OF CHCIDP CONTS. Bringing partners together; Convening meetings; Arranging production of documentation; and Steering the whole process. This adviser, in Brown s opinions, should be a body or an entity which is able to command the confidence and respect of all partners.
3.0 KEY FACTORS TO BE TAKEN INTO ACCOUNT BEFORE ESTABLISHMENT OF CHCIDP CONTS. The process, among other things, should conduct a baseline survey to establish: Which healthcare information services are being provided within Coast region, by whom, to which users, and under what conditions; What are the main notable problems in the existing services provision system? What overlap is there? What are the needs and expectations of healthcare information users and seekers?
3.0 KEY FACTORS TO BE TAKEN INTO ACCOUNT BEFORE ESTABLISHMENT OF CHCIDP CONTS. The process then should analyze findings obtained to reveal key issues and suggest possible ways of working together say in making investment in new technology, staff training, renovation and rehabilitation of existing buildings, joint use of existing buildings etc. All partners then decide how to implement the endorsed plan over a reasonable period of time- scale after reaching the consensus on priorities for action. According to Brown, the recommended time-scale should be either three years or three to five years instead of an instant timeframe.
3.0 KEY FACTORS TO BE TAKEN INTO ACCOUNT BEFORE ESTABLISHMENT OF CHCIDP CONTS. The process needs common decisions as to how to review and roll the planning process forward to the next time-scale cycle. Nonetheless, at every stage of the process openness must be consultations, discussions, agreements and publication and dissemination of results. Equally important is the fact that the process is usually cyclical healthcare information healthcare information expectations of information users and seekers change. enhanced through in nature change because as the and needs
4.0 HOW CAN WE GET STARTED TO ESTABLISH CHCIDP? Focus Group Discussions (Please, use Focus Group Discussions Guides to complete this exercise under the guidance of the contributor)
5.0 CONCLUSIONS Outcomes of Focus Group Discussions will enable us to establish mutual conclusive conclusions we have drawn through this modest contribution.
LIST OF REFERENCES The following is a list of sources of information I consulted during preparation of this contribution. Brenda White Associates. Library and Information Plan for the Counties of Gloucestershire, and Hereford and Worcester. ?: Hereford and Worcester County Council, 1989. Brown, Royston. Coupling Vision with Reality in Health Information Seminar: Towards a Health Information Plan for the Northern Region. Edited by Pat Wressell. Report of a Seminar and Open Session held in Newcastle upon Tyne on November 1989. Newcastle upon Tyne: Information North, 1990.
LIST OF REFERENCES CONTS. Chikati, John. The Partnership Handbook Establishing Partnership for Community Development. Nairobi: Regional Partnership for Resource Development, 2009. Lucas, Robert W. Customer Service: Skills and Concepts for Success. Woodland Hills: Glencoe/McGraw-Hill, 2002.
THANK YOU VERY MUCH FOR YOUR KIND ATTENTION! ==THE END==
