Management, operational and supervision support

This section of the Toolkit provides tools relevant to three important managerial functions at both the sub-national/district level as well as facility level which relate to management, operation and supervision support (MOSS). This helps managers to organize their work in such a way as to strengthen and support the quality of health services.

The optimal management of resources (including human, financial and others) is key to developing and maintaining the quality of health services. Without this administrative management, hindrances may be felt at the point of care by either lack of supplies or equipment, staffing or facilities. It is important to acknowledge that there are skills and knowledge that are required among managers working to support this key activity in the health system. Operational support refers to functions that assist the daily work of providing care, which can include facilities operation, utilities, logistics, as well as service delivery processes. These two functions (management and operation) are usually carried out hand-in-hand and are critical to ensuring that the structures necessary to support provision of quality health services are available and functional.

In addition, supervision support can help individuals charged with supervisory roles who help lead teams, such as quality improvement teams, within health facilities. A supervisor is seen as a mentor, leader, team member and person who cooperates with a multidisciplinary team to drive positive change and improvement within the facility or institution. People in such positions have their own skills and knowledge built upon experience, and need to stay continuously updated on the latest evidence and information through available education and training opportunities. Familiarity with national and sub-national level guidance and direction on quality is important for supervisors to be aligned with wider initiatives and priorities across the country.

The tools in this section aim to support the execution of management functions, support personnel in implementing initiatives required to improve and maintain the quality of health services with respect to day-to-day work, and aid supervisors in their supervisory roles and engagement with patients, families and communities - all relating to supporting quality of health services.

MOSS at the sub-national level is targeted at administrative offices that support health facilities within their jurisdiction, while its application at the facility level is more proximal to its direct support of the provision of care. This may include ensuring access and proper use of basic utilities, supplies, equipment, pharmaceuticals and staffing, as well as how these factors work together in a way that support quality of health services across different facilities. This requires knowledge of operational support activities, improvement interventions that may be implemented, requirements set out as part of oversight and regulation, and the data that can inform strategic decision-making through measurement and evaluation of the work in delivering care and services. Managers will likely be working with collaborators at the facility as well as at various national levels. Being aware of resources and direction from the national level has clear implications for the work to be supported at the sub-nation and facility levels.