Technical Process Note: Community Score Card

December 2015

Facilitating Feedback for Improved Service Delivery: Community Score Card (PDF)

As referral networks mature, service providers are interested in understanding the functionality of the network, including client perceptions and which services are being most utilized. The Community Score Card (CSC) identifies bottlenecks to service delivery and usage, helps generate solutions, and provides mechanisms to track quality improvement for interventions in health, education, environment and livelihoods. Complementing referral data with the CSC provides stakeholders with a more complete understanding of the effectiveness of the referral system, clients’ perception of the referral services, and potential areas for improvement. LIFT II uses a tailored version of the CSC to guide technical assistance for RNs, create an inclusive space for communication, and facilitate systems that support a cohesive continuum of HIV care.