COPE® Handbook: A Process for Improving Quality in Health Services
COPE®, which stands for "client-oriented, provider-efficient" services, is a process that helps health care staff continuously improve the quality and efficiency of services provided at their facility and make services more responsive to clients' needs. COPE provides staff with practical, easy-to-use tools to identify problems and develop solutions using local resources, and it encourages all levels of staff and supervisors to work together as a team and to involve clients in assessing services. Through COPE, staff develop a customer focus, learning to define quality in concrete terms by putting themselves in their clients' shoes. The process also enables staff to explore the strengths of their work site.
COPE® Handbook: A Process for Improving Quality in Health Services, Revised Edition reflects lessons that EngenderHealth and its counterparts in more than 45 countries have learned over the past decades in developing, applying, evaluating, and adapting COPE. In this revision, the handbook's format has been updated to be more user-friendly for facilitators as they orient managers, train site facilitators, guide facility staff in using the COPE tools, and adapt the COPE process and tools to best fit the facility's needs. The chapters are organized to take the reader from an introduction to the concepts of COPE and quality improvement to the basics of how to prepare and lead the first COPE exercises, facilitate an Action Plan Meeting, conduct subsequent exercises, perform a Client-Flow Analysis, and follow up between exercises.
The handbook is designed to be used in conjunction with COPE toolbooks oriented toward a variety of types of health services. Click here to view or download our COPE toolbooks on reproductive health services, cervical cancer prevention services, and maternal health services.
You can view or download the COPE handbook in its entirety by clicking on the first link below. Sections of the handbook can also be viewed or downloaded separately, as shown.Download the entire handbook in English (PDF, 949 KB) or in French (PDF, 1.3 MB). Individual sections can be download (in English only) below.
- Cover / Front Matter / Title Page / Contents / Preface / Acknowledgments / Introduction (PDF, 226 KB)
- Chapters 1 and 2 (PDF, 213 KB)
- Chapters 3 to 6 (PDF, 300 KB)
- Chapters 7 and 8 (PDF, 230 KB)
- Appendix A (PDF, 219 KB)
- Appendixes B to D (PDF, 175 KB)
- Appendixes E to G and References (PDF, 146 KB)