Effects of a community scorecard on improving the local health system in Eastern Democratic Republic of Congo: qualitative evidence using the most significant change technique.
BACKGROUND
More than a decade of conflict has weakened the health system in the Democratic Republic of Congo and decreased its ability to respond to the needs of the population. Community scorecards have been conceived as a way to increase accountability and responsiveness of service providers, but there is limited evidence of their effects, particularly in fragile and conflict-affected contexts. This paper describes the implementation of community scorecards within a community-driven reconstruction project in two provinces of eastern Democratic Republic of Congo.


METHODS
Between June 2012 and November 2013, 45 stories of change in the health system were collected from village development committee, health committee, community members (20 men and 18 women) and healthcare providers (n = 7) in 25 sites using the Most Significant Change technique. Stories were analyzed qualitatively for content related to the types and mechanisms of change observed.


RESULTS
The most salient changes were related to increased transparency and community participation in health facility management, and improved quality of care. Quality of care included increased access to services, improved patient-provider relationships, improved performance of service providers, and improved maintenance of physical infrastructure. Changes occurred through many different mechanisms including provider actions in response to information, pressure from community representatives, or supervisors; and joint action and improved collaboration by health facility committees and providers.


CONCLUSIONS
Although it is often assumed that confrontation is a primary mechanism for citizens to change state-provided services, this study demonstrates that healthcare providers may also be motivated to change through other means. Positive experiences of community scorecards can provide a structured space for interface between community members and the health system, allowing users to voice their opinions and preferences and bridge information gaps for both users and frontline healthcare providers. When solutions to problems identified through the scorecard are locally accessible, users and healthcare providers are able to work together to implement mutually acceptable solutions that improve quality of health services, and make them more responsive to users' needs.
International Rescue Committee, 1730 M Street, Suite 505, Washington, DC 20036 USA.
Lara S
LS
Ho
International Rescue Committee Nairobi, P.O. Box 62727-00200, Galana Plaza 4th Floor, Galana Road, Nairobi, Kenya.
Guillaume
G
Labrecque
International Rescue Committee Nairobi, P.O. Box 62727-00200, Galana Plaza 4th Floor, Galana Road, Nairobi, Kenya.
Isatou
I
Batonon
International Rescue Committee Islamabad, House 11 Street 4 F6/3, Islamabad, Pakistan.
Viviana
V
Salsi
International Rescue Committee New York, 122 E 42nd Street, New York, NY 10168 USA.
Ruwan
R
Ratnayake
Community participation; Community scorecard; Democratic Republic of Congo; Fragile and conflict-affected health systems; Health committee; Most significant change; Social accountability