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Filed under: Health HIV Human rights and rule of law Social inclusion

Screenshot of website where people can rate HIV related services

Odessa information site features a link to HIV service site

It is a well-known fact that effective HIV responses usually involve the strong engagement of regional and local organizations as they are closer to the people who need these services and better understand their needs.

(Key populations at higher risk of HIV include people who use drugs, sex workers, men who have sex with men and transgender people).

UNDP and the Odessa City Council have recently implemented a pilot project to strengthen HIV responses in Odessa with a strong focus on marginalized populations.

An important aspect of the project was to promote user-driven assessment of local HIV support services and work towards the fulfillment of patient rights. This led to the development of a user-friendly online feedback mechanism connecting the beneficiaries of HIV-related services and the providers of those services in Odessa.

The main partners of the initiative were the Odessa City Council, Department of Public Health, City Centre for Prevention and Control of AIDS and City Center of Social Services for Family, Children and Youth.

Five preliminary meetings, starting in October 2012, were held involving HIV service providers and key population representatives in order to agree on the methodology and criteria of the HIV service-provider assessment and how to create the online monitoring system.

The sixth meeting was attended by 35 participants, who discussed a demo version of the monitoring system and worked towards consensus on the format and content of the feedback tool.

The final meeting in September 2013 presented an updated version of the online monitoring system, which incorporated the previous meeting’s feedback. This event was held at the Odessa City Council and attended by city council members, healthcare professionals, key population representatives, social workers, NGOs dealing with HIV and media representatives.

At the meeting, it was stressed that the website will provide information about access to support for people living with HIV as well as the availability of free HIV prevention, treatment and care services in Odessa.

Group of people watching the presentation of the feedback monitoring system, Odessa

Presentation of the HIV services feedback monitoring system at the Odessa City Council

These services are provided by NGOs like Together for Life, For a future without AIDS, Faith, Hope, Love, The Way Home, Partner, Rainbow, Bavarian House Odessa, Caritas Odessa (in Ukrainian), Era of Mercy, Sun Circle, Life +, Youth Development Center and others.

In November 2013, the Odessa City AIDS Centre, Odessa City Center for Social Services and the organization The Way Home signed a memorandum on the governance of the newly created web-resource, clearly outlining responsibilities for website administration, analysis of the incoming information and the use of any resulting reports.

Two sets of computer equipment were transferred to the City AIDS Centre and the City Health Statistics Bureau by UNDP to ensure smooth operation of the system, efficient data analysis and further sustainability.

“The monitoring system will greatly influence the quality of HIV services provided in the city of Odessa by making the needs of patients and clients visible to the service providers.”

Deputy Director of the CSO Way to Home, Natalya Kitsenko

“Data generated by the system will be crucial for planning future actions of the city relating to HIV response and accommodating the needs of key populations.”

Head of the Health Department of the Odessa City Council, Igor Shpak

A campaign to spread the word and popularize the newly created website was launched with the use of printed materials (posters, leaflets, pocket size calendars), promotional videos (in Russian) and posting information on the websites of other relevant organizations.

Leaflet with information about the monitoring system

Leaflet with information on how feedback related to HIV services is monitored

The online monitoring tool (in Russian) is now fully functional and people can provide feedback on the quality of HIV-related services they have received.

The feedback will help ensure that healthcare and social services are in line with international standards and improve the transparency and accountability of local healthcare and social institutions.

The ultimate goal is to further build confidence in local authorities and improve their partnerships with community-based organizations.

The Odessa City Council website has more information (in Russian) on this initiative.

Do you know about any similar initiatives already underway that we can learn from?

How did services change since feedback mechanisms were introduced?