It is also results-oriented. The first COPE exercise at a site is done over a period of 2-3 days. A facilitator conducts the introduction with site supervisors who, at the same time, learn to facilitate the process so that they will be able to conduct follow-up sessions and also introduce the COPE process elsewhere. The introduction begins with an exercise to define quality services. Asking providers what services they expect for themselves or their families and how they should be provided takes providers beyond abstraction to making quality real.
Staff use ten self-assessment guides containing several trigger questions.
The guides are based on the clients' rights and providers' needs framework. In larger sites, they break up into teams assessing the services they provide according to one or two guides each. The client interviews were developed to increase the service providers' understanding of the client perspective. The self-assessment guides and client interviews provide staff with information to identify problems related to the service delivery process and to develop an action plan . Staff identify and state the problems and their root causes, as well as appropriate solutions.