Immunization Service Experience and the Importance of Caregiver and Health Worker Journeys for Changing Immunization Program Dynamics

Abstract summarising a Preformed Panel Session at the 2022 International SBCC Summit in Morocco (see Related Summaries below for presentations that formed part of this panel):

"Immunization services have historically focused on supply and delivery, with insufficient attention on the sociobehavioral factors that impact confidence in, uptake, and demand for vaccination. More recently, immunization inequities have highlighted the critical role of demand generation and the need for people-centered models for vaccination that enhance service access, quality and accountability. The common element between these two components is the immunization service experience. Frameworks are needed that consider and respond to both health worker and client needs on immunization service delivery, and that emphasize the importance of community engagement to nurture positive social norms around vaccination. Centering the health worker, client, and community in immunization service delivery closely aligns with the focus on people-centered commitment and demand emphasized in the Immunization Agenda 2030, and with the Gavi demand framework pillar on Service Quality and Accountability. Since 2019, the Service Experience Workstream of the Global Vaccination Demand Hub has sought a common and detailed understanding of people-centered service experience for immunization. In this preformed panel, presenters will introduce the concept and key components of immunization service experience; share real-life examples of caregiver and health worker journeys to immunization via a multimedia platform; and explore how the health system, health worker, and caregiver contribute to people-centered immunization services. Participants will explore ways to address issues around individual components of the immunization service experience and how to reorient systems and services to build and sustain demand for immunization."