An action research project providing a toll-free number using an interactive voice server for health services users and professionnals to improve health system governance in Burkina Faso

This presentation was realised by Valéry Ridde, Emmanuel Bonnet, Christian Dagenais, Ludovic Queuille, Zoumana Traoré, Patrice Sanon, Lucie Lechat and Paul-André Somé for the 22nd IUHPE World Conference for health promotion in Curitiba, Brazil (May 2016). It shortly summarizes the context, the objectives and the implementation of the action research project providing a toll-free number in Burkina Faso to improve health system governance.

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Toll-free number providing an interactive voice server in Burkina Faso

Toll-free number providing an interactive voice server

An action research project has been conducted to evaluate the relevance of a free voice server to improve health governance in Burkina Faso.

Summary

Establishing a free telephone line would give the opportunity to users, and to the population as a whole, to report any dysfunction experienced within the healthcare system, e.g. the ineffectiveness of interventions aiming for “free” medical care. 

Context

The need for accountability, for a responsive healthcare system, and for user empowerment is significant in both Burkina Faso and its sub-region. Currently, there is no management of grievances concerning the Burkinabe healthcare system, which can occasionally create tension.

Goals

This action research initiative is part of the continuity of our works that aim to evaluate the effectiveness of health policies and of “free healthcare services”. It will also help answer the main concerns of several groups involved such as the government, technical and financial partners, and parliamentarians concerning the implementation and control of grant programs that have slowed down the progress for this type of strategy. 

Application

The automation of the “toll-free” telephone line is a technological innovation that is currently being tested in India (My Health, My Voice project) and that will be totally novel in the Burkinabe environment and its sub-regions.

 Geographical data processing will allow us to trace calls and to map the data gathered and as well as the results.  

Lechat, L., Queuille, L., Bonnet, E., Somé, P.-A., Traoré, Z., & Ridde, V. (2016, May 15). Combiner les technologies de la téléphonie mobile (mHealth) pour améliorer la gouvernance en santé. L’exemple du service d’appel gratuit avec un serveur vocal interactif à Ouagadougou. Chaire REALISME. Download
Lechat, L., Ridde, V., Queuille, L., & Bonnet, E. (2015, July). Recherche Action sur la pertinence d’un SVI gratuit pour améliorer la gouvernance en santé au Burkina Faso. Presented at the 3èmes journées scientifiques de Nouna, Nouna, Burkina Faso. Download
Agier, I., & Ridde, V. (2015, May). Introduction des smartphones dans la collecte quantitative pour l’évaluation. Presented at the Congrès national 2015 de la Société canadienne d’évaluation (SCÉ), Montréal, Canada. Download
Lechat, L., & Bonnet, E. (2015, avril). Recherche action Numéro Vert: Lancement de la phase 2. Download
Queuille, L., Bonnet, E., & Traoré, Z. (2015, avril). Recherche action “Numéro Vert”: Restitution / partage des résultats de la phase 1. Download
Queuille, L. (2014, avril). Recherche action sur la pertinence d’un serveur vocal interactif gratuit pour améliorer la gouvernance en santé au Burkina Faso. Retrieved from http://fr.slideshare.net/valery_ridde/table-rde2-ranvsvigouvernancequeuilleldes-solutions-innovantes-pour-la-sant-en-afrique-agence-franaise-de-dveloppement
Benoit, M., Queuille, L., & Ridde, V. (2013). Que sait-on de l’utilisation du téléphone portable pour les interventions de santé (mHealth) en Afrique ? Download
Benoit, M., Queuille, L., & Ridde, V. (2013). What do we know about the use of mobile phones for health interventions (mHealth) in Africa ?, (August), 1–4. Download
Agier, I., Ridde, V., Zombre, D., & Haddad, S. (2012). Le téléphone intelligent – Un gain d’efficacité pour la collecte de données et un défi pour les interventions de promotion de la santé en Afrique. Download
Bonnet, E., Ridde, V., Nikiema, A., Sidbega, S., Zongo, X., & Traoré, Z. (2016). Technological solutions for building effective global health surveillance systems. Presented at the Sparking Population Health Solutions international summit, Ottawa, Canada: CIHR Institute of Population and Public Health. Download
Lechat, L., Ridde, V., Queuille, L., & Bonnet, E. (2015, July). Recherche Action sur la pertinence d’un SVI gratuit pour améliorer la gouvernance en santé au Burkina Faso. Presented at the 3èmes journées scientifiques de Nouna, Nouna, Burkina Faso. Download
Agier, I., & Ridde, V. (2015, May). Introduction des smartphones dans la collecte quantitative pour l’évaluation. Presented at the Congrès national 2015 de la Société canadienne d’évaluation (SCÉ), Montréal, Canada. Download
Lechat, L., & Bonnet, E. (2015, avril). Recherche action Numéro Vert: Lancement de la phase 2. Download
Queuille, L., Bonnet, E., & Traoré, Z. (2015, avril). Recherche action “Numéro Vert”: Restitution / partage des résultats de la phase 1. Download
Queuille, L. (2014, avril). Recherche action sur la pertinence d’un serveur vocal interactif gratuit pour améliorer la gouvernance en santé au Burkina Faso. Retrieved from http://fr.slideshare.net/valery_ridde/table-rde2-ranvsvigouvernancequeuilleldes-solutions-innovantes-pour-la-sant-en-afrique-agence-franaise-de-dveloppement