Consultant, Patient Satisfaction Survey for Hospitals in Rwanda

Project Overview and Role:

Project Summary

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Palladium is implementing the Rwanda Health Systems Activity (RIHSA), a three-year USAID-funded task order (72069620F00001) designed to support the Ministry of Health in strengthening Rwanda’s health system to provide quality health care for Rwandans while building the capacity of the Government of Rwanda (GOR) to move away from a donor-financed health system towards a self-reliant system. The project is aimed at achieving two major objectives.

1. Reduce financial barriers to health care through a mix of public and private interventions and provide tools for improved domestic resource mobilization and improve health care financing for the GOR.
2. Improve the quality of essential health services at national, facility and community levels utilizing a health systems approach.

Through a focus on financing and quality, RIHSA provides technical assistance to the GOR on various strategies, tools and approaches that will allow Rwanda to sustainably fund its healthcare system and provide quality care at all levels. The Activity is implemented by a consortium led by Palladium International LLC (Palladium) in partnership with RTI International, the Council for Health Service Accreditation of Southern Africa (COHSASA), Zenysis Technologies, and the Rwanda Agency for Accreditation and Quality of Healthcare (RAAQH). 

Assignment overview

Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Through conducting a patient satisfaction survey, we expect to identify issues or challenges that affect patients’ satisfaction, which in turn affects clinical outcomes, patient retention, and nonadherence to treatment. Furthermore, in the wake of patient-centered healthcare reform, patients are demanding a bigger claim in their healthcare, and expect a certain level of service from their providers. Thus patient satisfaction survey findings and recommendation will guide hospitals to develop new strategies in  the timely, efficient, and patient-centered delivery of quality health care as well. Patient satisfaction can thus be used as a proxy that would correlate with the success in providing quality care among health professionals and hospitals.

In this context, the Rwanda Health Systems Activity (RIHSA) is supporting the MoH through a consultancy to standardize existing patient satisfaction tools which are currently used by hospitals to measure the satisfaction and perception of their clients/patients with regards to the services received by them. This consultancy will also include conducting a patient satisfaction survey among 48 hospitals and provide a final report with findings and clear recommendations to guide hospitals for future improvements of patient’s satisfaction.

Primary Duties and Responsibilities: 

Objective

Palladium is seeking to hire a consultant or team of consultants to conduct a patient satisfaction survey in an appropriate representative sample of 48 public hospitals across the country. The consultant must review the existing tools to have a standardized patient satisfaction tool which will be used during the survey.

Scope of Work

This assignment will specifically focus on the following activities:

1. Facilitate Patient Satisfaction Survey planning session to outline the survey process to establish level of patient’s perception towards the healthcare processes, environment, and staff involvement in service delivery of health care services.
2. Review the existing tools and standardize the Patient Satisfaction Survey tool to be used across provincial and district hospitals.
3. Test and validate the tool prior to its use to collect data.
4. Train a team of enumerators/surveyors on the use of the tool to ensure data quality during survey.
5.  Analyze findings and generate a report with recommendations for hospitals to improve quality of services.

Contract Type

This consultancy will be a fixed price deliverables-based contract. Acceptance of the deliverables will be determined by the project’s Quality Improvement Director. Final approval will be required by the Chief of Party.

Expected Outputs/Deliverables

1. An inception report that includes the tools, methodology and training materials for surveyors
2. A standardized patient satisfaction tool
3. Trained and skilled surveyors to carry on the patient satisfaction survey
4. A detailed report of survey findings and clear recommendations to support future improvement of patient’s satisfaction.

Timeline

This assignment is expected to be implemented within a timeline of 6 consecutive weeks (from May 16th -June 19th, 2022) with an estimated level of effort of 36 days, starting from the date the contract is signed.

1.  Inception report that outlines the planning and survey process - 5 working days upon signing the contract
2. Planning of patient satisfaction survey - 1 day
3. Review the existing patient satisfaction survey tools to have one standardized tool to be used across provincial and district hospitals - 2 days
4. Train the team of enumerators/surveyors on the use of the tool to ensure data quality during on site data collection - 1 day workshop
5. Testing and validation workshop of the standardized patient satisfaction tool - 2 days workshop
6. Conduct on site patient satisfaction survey in sampled hospitals - 20 days
7. Analyze, review of findings, and generate a report with recommendations to improve patient satisfaction - 5 working days

Required Qualifications:

Selection Criteria for Consultant and Application Requirements
All consultants that apply for this assignment will be evaluated based on the following: 

1. Qualifications - 25%
2. Demonstrated experience in conducting similar assignments - 35%
3. Understanding of Rwanda’s health system - 20%
4. Price - 20%

Profile of the consultant

Required:

• Holds a master’s degree in public health, medical specialty, health policy, health services management or any other health related degree, with proven-working experience within the Rwanda health sector.
• Extensive knowledge and experience in healthcare quality and service delivery.
• Considerable experience in conducting studies in the health sector, particularly on healthcare quality and service delivery.
• Fluency in English and French (or fluency in one language and working knowledge of the other).

Desired:

• Health professional strongly preferred
• Extensive experience in conducting surveys or studies

Application requirements

 The application proposal will include:

1. The qualifications of the applicant which should include an updated CV (no more 3 pages) of the consultant and Notarized copies of academic credentials
2. A description of the applicant’s relevant capacity and past performance, which should include a description of similar work undertaken by the consultant, accompanied by client references who may be contacted. The name, position and contact details should be included for each reference.
3. Understanding/familiarity of the Rwandan health system which includes half a page maximum description of the candidate’s past involvement or support to the improvement of the country’s health systems.
4. Technical proposal that briefly proposes a methodology, sampling strategy and the expected process to conduct the patient satisfaction survey.
5. Cost Proposal detailing the proposed daily rate of the consultant in RWF and the enumerators/surveyors (All logistical costs will be provided by the project: including transportation, accommodation and printing costs).

The application deadline is May 4, 2022.

 Company Overview:

About Palladium - Palladium is a global leader in the design, development and delivery of Positive Impact – the intentional creation of enduring social and economic value.  We work with governments, businesses, and investors to solve the world's most pressing challenges. With a team of more than 3,000 employees operating in 90 plus countries and a global network of over 35,000 experts, we help improve economies, societies and, most importantly, people's lives.

Equity, Diversity & Inclusion - Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status.

Should you require any adjustments or accommodations to be made due to a disability or you are a neurodivergent individual or for any other circumstance, please email our team at accessibility@thepalladiumgroup.com and we will be in touch to discuss.

Safeguarding - We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse.  All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process.