This guide is intended to provide district-level management and district managers with guidance on how to implement and monitor select, evidence-based interventions to improve immunization service experience, focusing on both clients and health workers who deliver services. Users of this guide are encouraged to incorporate this in their day-to-day work to help decide how best to focus their efforts on service experience. The guide provides examples as a place to start to improve service experience. These examples will need to be adapted for local context, particularly for the health facility level. 

Service experience tools are included in this guide as annexes. These tools are intended to serve as flexible templates that can be adapted for use locally, depending on the needs and scope of the program. A practical pocket-guide with tools for health facility level will be included as an accompaniment to this guide. It should be noted that these tools will need to be adapted for local context as well. 

WHAT THIS GUIDE IS NOT: 

This guide is not an exhaustive list of service experience interventions at each level of the health system. Instead, it is a refined list of interventions that are evidence-based for use in lower middle-income countries (LMICs), focused on direct service provision at the subnational level. For references on national level interventions, refer to the Reaching Every District using Quality Improvement Methods: A How to Guide for Immunization Program Managers and Quality Immunization Services: A Planning Guide. 

THIS GUIDE INTENDS TO: 

Increase awareness and knowledge of the importance of implementing service experience interventions to improve immunization confidence and uptake. 

Help immunization managers and district managers decide which interventions to use, which tools to use, and how to measure interventions. 

Create positive feedback loops for immunization managers and district managers, helping them see system responses to feedback that improves service quality.