65 - Quality Care No Matter Who or Where: Creating a Cross-Cutting Framework for Client Experience of Care in Low- and Middle-Income Countries

Abstract Information: Understanding and accurately measuring clients’ experiences during their interactions with a health system is a foundational element of high-quality health care. While many health area-specific client-reported measures have been developed to measure the quality of person-centered care, a recent literature review undertaken by Population Services International (PSI) and Metrics for Management (M4M) indicates that no single conceptual framework or measure for client experience of care exists. To improve the evaluation of global health service programs in low- and middle-income countries (LMICs), client experience of care needs to be better defined and measured. In this session, attendees will examine an existing framework for client experience of care and explore changes designed to ensure its utility for evaluating project performance. Through dynamic, collaborative breakout discussions, participants will contribute to crafting a comprehensive, actionable framework that captures the nuances of care experiences across various health areas, delivery channels, geographies, and cultures. This session offers an opportunity to contribute to the development of a metric designed for use in LMICs that supports the goal of achieving high-quality, inclusive care for all.