Communicating On COVID-19 Vaccines In A Changing Environment
This guide describes key information to have before communicating with the public and media, outline...
The Service Experience (SE) Workstream was created as part of the Demand Hub through a multi-agency consultative process. Initial work in 2019-2020 focused on defining and describing key components of a people-centered immunization service experience to align strategies and inform new efforts to improve the service experience. Various SE Workstream members are building off this work and advancing SE-related initiatives and research.
Definition: Inclusive of factors within and beyond the interaction between health worker and client which affect the delivery and experience of the immunization service.
Immunization service experience considers various components at the individual, community, facility and system levels (which affect either client or health worker) and contributes to whether or not a client has a positive, people-centered, high-quality immunization service experience.
The Service Experience workstream aims to inform a new direction in people-centered quality immunization service delivery by incorporating human-centered design principles to re-orient immunization service delivery to include caregiver and client perspectives and needs. This includes:
The Service Experience Toolkit was developed to introduce the concept of service experience at country-level and provide information in a user-friendly format for countries to begin addressing service experience in their contexts.
This toolkit has been designed for use by:
All products have been designed to be used together or individually, depending on the needs of your country or audience. Learn more about each individual product below, or download the complete toolkit.
The available research for immunization service experience identifies people-centered approaches which have exhibited some success, including interpersonal communication and interaction skills development, community participation and ownership, supportive supervision, group problem solving and technical skill development.
This guide describes key information to have before communicating with the public and media, outline...
This case study shares findings from the literature review and key informant interviews and offers...
A Flow Diagram For Communicating During COVID-19 Vaccination Sessions
How To Make Immunization Experience Better For The Community
A case study that shares findings from the literature review and key informant interviews and...
A case study that shares findings from the literature review and key informant interviews and...
A case study that examines the immunization service experience in Nepal, identifies successes and challenges,...
Module 6: Communication With The Community About COVID-19 Vaccination
A guide that aims to reinforce the central importance of quality vaccination services and to...
Resource: Service Experience Resource Catalogue
Source: GAVI
A set of slides and a recording
Consolidated existing knowledge and learning around immunization service experience at the global and regional levels
A simplified approach to tailoring immunization programmes using human-centred design.
As part of the service experience workstream, we are working on the consolidation of existing resources and learnings on the user experience for immunization. We are working in and beyond the health sector. Adapting these learnings with implementation research in local immunization service contexts can empower countries to improve immunization and health service quality and reach.
To access additional resources, visit the Knowledge Base.