Lessons Learned in Improving the Quality of a Free Reproductive Health Hotline in Benin

Cyprien Zinsou; Ghyslain Guedegbe; Leonce Dossou; Judith Ognin; Ando Tiana Raobelison; Lola Flomen; Paul Bouanchaud

doi:10.9745/GHSP-D-22-00296

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FIGURE 1
Ligne Verte National Reproductive Health Hotline Improvement Process
Abbreviations: CCA, call center advisors; EL, executive leadership; LVMT, Ligne Verte management team; RT, research team.
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FIGURE 2
Ligne Verte Hardware Adaptations, From 2015 to 2020, Benin
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FIGURE 3
Trends in Ligne Verte Hotline Caller Satisfaction and Concomitant Program Improvements

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TABLE 1.
Ligne Verte National Reproductve Health Hotline Quality Assessment Sample Sizes, 2013 to 2020, Benin
Year Callers Sampled, No.
2013 254
2014 925
2015 1,036
2016 1,246
2017 1,252
2018 1,296
2019 1,212
2020 1,272

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TABLE 2.

Sociodemographic Characteristics of Sample of Ligne Verte Hotline Callers in 2020, Benin

	No. (%)
Geographic area
Atacora-Donga	105 (8.3)
Borgou-Alibori	78 (6.1)
Atlantic-Littoral	500 (39.3)
Zou-Collines	207 (16.3)
Mono-Couffo	152 (11.9)
Ouémé-Plateau	230 (18.1)
Sex
Male	734 (57.7)
Female	538 (42.3)
Age group, years
18–24	317 (24.9)
25–34	351 (27.6)
35 and older	170 (13.4)
Missing	434 (34.1)
Profession
Learners (students, apprentices)	347 (27.3)
Craftsmen	249 (19.6)
Housewives	58 (4.6)
Traders	181 (14.2)
Teachers and other employees	277 (21.8)
Farmers	53 (4.2)
Self-employed and other professions	60 (4.7)
Total	1,272 (100.0)

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TABLE 3.

Ligne Verte Hotline Caller Topics From 2017 to 2020, Benin

Topic (Description)	2017, % N=1,252	2018, % N=1,296	2019, % N=1,212	2020, % N=1,272
Family planning (information about methods and products for family planning that are available in Benin)	35.5	33.4	29.8	47.2
Other reproductive health information (including information about places where further support or information may be found relating to family planning, cervical cancer prevention or treatment, etc.)	20.3	30.0	29.7	16.3
HIV (information about prevention and treatment of HIV)	16.9	6.3	4.2	7.5
Malaria (information about prevention and treatment of malaria)	5.7	2.9	1.5	3.7
Diarrheal diseases (information about causes, prevention, and treatment of diarrheal disease)	2.6	1.3	–	–
Youth magazines and clubs (callers with questions about themes that were included in the Amour et Vie magazines for youth, information about how to create an Amour et Vie club in schools)	4.2	7.9	–	–
Water and sanitation (information about installing ABMS-provided toilettes propres for improved sanitation)	2.0	6.9	17.7	12.0
Information on Ligne Verte (callers with questions about why the helpline is not open 24/7; calls to thank Ligne Verte staff)	1.9	0.5	–	–
Violence (callers reporting experience of gender-based violence for onward referrals)	1.7	1.0	0.8	1.2
Ebola/Lassa fever (calling to have more information on prevention and treatment of these viral hemorrhagic fevers)	0.7	2.2	–	–
National health insurance (for questions about the new health insurance program)	0.2	0.2	0.3	–
COVID-19 (information about prevention, testing, and management)	–			6.1
Other diseases (including information on a range of health conditions including: hepatitis, hemorrhoids, cholera)	1.0	3.8	–	–
Other (non-health-related topics, including information about recruitment to ABMS, participation in competitions)	7.3	3.6	16.0	6.0