Background
COVID-19 caused unquantifiable disruptions in the healthcare system, family planning information and services inclusive. WHO reported that 70 of the 102 countries surveyed in 2020, had disruptions in FP services; Nigeria inclusive. Society for Family Health through her Delivering Innovation in Self-Care (DISC) project implemented a digital ecosystem to adapt to the changes impacted by the pandemic by providing SRH information and service outlets via digital platform.
Methodology
The digital ecosystem had a WhatsApp based chatbot called Tina which adopts a client centred approach to providing information and services for FP. Tina provides information, builds skills on use of self-administered FP methods, and has a call back feature for persons who may wish to discuss personalised issues with a trained provider. Tina chatbot is also able to link users to other online solutions and warehouses a geolocator of partner facilities in the 36 states of Nigeria where users can choose to access FP services with a feedback option on quality of service.
Results
A total of 10,713 persons accessed the Chatbot from January to December 2021. 8% of the chatbot users were 19 years and below; age 20 – 24 make up 30%; ages 25 – 34 constituted 40%; and women ages 35 and above 16%. Findings from the implementation show that 19% of the chatbot users accessed the geolocator to get information about facilities offering FP services near them; 19% of the users wanted to learn about various FP methods with 36.7% seeking information on the self-inject contraceptive and 13% requested a call back from the project's helpdesk agent to speak with a provider.
This intervention demonstrates the need to explore innovative ways to make contraception available, improve access and ensure contraceptive equity amid other competing health challenges.
