C19RM Project Enhances Patient Care and Trust at Chitekesa Health Centre

Community Action Groups (CHAGs) from GVHs under TA Jenala in Phalombe undergoing training on pandemic preparedness and prevention, empowering them to voice community health concerns and collaborate with health facility staff

Chitekesa Health Centre in TA Jenala, Phalombe district, has experienced a significant transformation in healthcare delivery due to the COVID-19 Response Mechanism (C19RM) project. Funded by the Global Fund and executed by ActionAid in collaboration with CRECCOM, the project has bolstered health systems and empowered communities to tackle health challenges directly and collaboratively.

Previously, patients at Chitekesa Health Centre encountered numerous difficulties, such as limited service access, unprofessional staff behavior, and poor communication about available resources. Many, particularly those undergoing ART and TB treatment, ceased seeking medical care due to mistreatment and confidentiality breaches.

CHAG members from Village Heads under TA Jenala, served by Chitekesa Health Centre, convene during a training session to discuss strategies for pandemic preparedness and prevention.

The establishment of Community Action Groups (CHAGs) has provided communities with a platform to engage with health facility staff and highlight urgent issues. Esther Chiwanda, Chairlady of Phutheya CHAG, explained how the initiative has bridged the gap. "We now bring health issues directly from the people to duty bearers for solutions," she stated. "We are all working together to improve hygiene practices and ensure timely medical attention."

Esther Chiwanda, Chairlady of Phutheya CHAG, says, "We now bring health issues directly to duty bearers, improving hygiene and ensuring timely medical attention."

The changes have been substantial. The facility, which once opened late and closed early, now maintains regular hours and even handles emergencies at night. Rodgers Malata, the Data Collector at Chitekesa, observed that the dedication of hospital staff has rebuilt trust. "One example is when a child injured with a panga knife was brought late at night, and the staff promptly attended to the case. This would not have happened before the project."

Rodgers Malata, Data Collector at Chitekesa, highlighted improved trust in hospital staff.

The transparency introduced by the project has enabled the hospital to communicate its capacities and limitations to the community. This has lowered unrealistic expectations and fostered mutual understanding. Senior Health Surveillance Assistant Mark Makasu noted that complaints about confidentiality and disrespect have significantly decreased. "Patients now trust the facility and come for services they once avoided. ART and TB medication uptake has significantly improved, and we now handle fewer grievances."

Senior Health Surveillance Assistant Mark Makasu reported a significant improvement in patient trust, increased uptake of ART and TB medications, and a notable reduction in complaints.

Facility In-Charge Dalitso Mnyimbiri commended the initiative’s impact, especially during pandemics. "The myths that stopped people from seeking help during health crises have been dispelled through sensitization and collaboration with CHAGs. Now, when health issues arise, people report them promptly, and we address them together."

Facility In-Charge Dalitso Mnyimbiri highlighted the initiative's positive impact, especially in improving community response during pandemics.

One significant outcome is the community's advocacy for an ambulance to address referral challenges. While awaiting the ambulance's arrival, the facility and community work together to manage expectations and find alternative solutions.

CHAG members from Village Heads served by Chitekesa Health Centre received bicycles through the project.