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COMMITMENT TO QUALITY

COPE is committed to quality management in alignment with its purpose and Strategic Plan. Key aspects include sustainability, transparency and evidence-based practices that aim to continually improve client experience and outcomes.

We work in close partnership with the Lao Ministry of Health Centre for Medical Rehabilitation (CMR) and four Provincial Rehabilitation Centres (PRC) to provide nation-wide physical rehabilitation services. Thanks to COPE supporters, clients in Laos receive all prosthetic and orthotic-related services free of charge, guided by International Society for Prosthetics and Orthotics (ISPO) recommendations for best practices in physical rehabilitation.

WE MEASURE AND EVALUATE THE QUALITY OF DEVICES AND SERVICES

Since 2015, Quality Standards for Lower-Limb Prosthetic Devices have provided the guiding principles and key objectives to ensure the quaiity of devices and services. A joint COPE-CMR technical team conducts biannual Quality Clinical Audits in the five rehabilitation centres to assess performance against the Quality Standards. The audit results determine action plans to achieve and maintain standards.

WE PROVIDE PROFESSIONAL TRAINING TO MEDICAL, TECHNICAL AND ADMINISTRATIVE STAFF

COPE regularly provides or facilitates specialised training programmes targeted to the needs of clinical and allied health professionals and administration officers. Every year, we train around 50 Prosthetists & Orthotists, Physiotherapists, orthopaedic surgeons and nurses. Examples of training subjects include: clinical anatomy for prosthetic and orthotic devices, transtibial prosthesis designs, Early Childhood Disabilities, Identification and Referrals, and Ethylene Vinyl Acetate (EVA) prosthetic hand manufacturing.

Examples of administrative training include: patient data collection and management, stock control procedures, inventory administration, financial bookkeeping and reporting procedures.

WE GIVE PEOPLE WITH DISABILITIES A VOICE

Since 2014 COPE has commissioned an annual Beneficiary Survey, the only one of its kind in Laos, to measure client satisfaction with P&O services. Independent researchers from the Lao University of Health Sciences and the School of Public Health at the University of Queensland administer questionnaires to around 300 clients. COPE and CMR work together to develop strategies based on the results to improve client satisfaction. Current trends suggest overall client satisfaction with devices and services continues to improve; increasing from 51% in 2015 to 82% in 2016.

WE STRIVE FOR GOOD GOVERNANCE AND MANAGEMENT

COPE continues to develop a range of governance, strategic and operational policies and procedures to underpin a high standard of professionalism and transparency in all we do. In addition to an annual, independent audit, COPE’s institutional donor organisations rigorously monitor and audit COPE’s financial and operational activities.

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