Objective: The "Better Outcomes in Labor Difficulty" (BOLD) project used a service design process to design a set of tools to improve quality of care during childbirth by strengthening linkages between communities and health facilities in Nigeria andUganda. This paper describes the Passport to Safer Birth concept and the tools developed as a result.Methods: Service design methods were used to identify facilitators and barriers to quality care, and to develop human-centered solutions. The service design process had three phases: Research for Design, Concept Design, and Detail Design, undertaken in eight hospitals and catchment communities.
Results:The service concept "Better Beginnings" comprises three tools. The "Pregnancy Purse" provides educational information to women throughout pregnancy. The "Birth Board" is a visual communication tool that presents the labor and childbirth process.The "Family Pass" is a set of wearable passes for the woman and her supporter to facilitate communication of care preferences.
Conclusion:The Better Beginnings service concept and tools form the basis for the promotion of access to information and knowledge acquisition, and could improve communication between the healthcare provider, the woman, and her family during childbirth.
K E Y W O R D SCo-design; Maternal health; Newborn health; Nigeria; Quality of care; Service concept; Service design; Uganda
| INTRODUCTIONGood quality maternity care is a multidimensional concept that includes timely, effective, and appropriate use of clinical and nonclinical interventions that are sensitive to women's values and preferences. 1 To achieve improved quality of care, efforts are needed to address both facility-and community-based factors, including perceptions of quality, decision-making processes, and demand for womancentered services. There is growing recognition of the importance of including the perspectives of service users and providers to improve quality and organization of care. 2-4 However, the expectations, needs, and values of women and communities have often been neglected in the design of maternity services, particularly in low-and middleincome countries.To address this gap, the WHO initiated the "Better Outcomes in Labour Difficulty" (BOLD) project to improve quality of care during facility-based childbirth. The BOLD project was conducted in Nigeria and Uganda, two settings with a high burden of maternal and neonatal morbidity and mortality. As part of this project, the concept of the "Passport to Safer Birth" (PSB) was developed, its aim to increase