| Individual feedback |
| Direct verbal and non-verbal (material and symbolic rewards) expressions of gratitude |
75 |
Recipients |
Skilled birth attendance of normal and complicated deliveries; management of complicated deliveries in the HC; successful referral; effort to finding transport; non-discrimination |
| Indirect verbal feedback provided by women and transferred through intermediaries (both positive and negative) |
48 |
Community leaders (n = 20); Co-workers (n = 13); Friends and spouse of HW (n = 11); Husbands/guardians of recipients (n = 4) |
Unfriendly behaviour; absence during childbirth; late arrival |
| Collective feedback |
| Public buzz (mostly negative) |
17 |
Community |
Waiting times; accusations of neglect, “not willing to help”; accusation of incapacity or neglect after maternal and child death (delayed referrals etc.) |
| Discussion in HCAC meetings and reports to health authorities (District Health Office) |
15 |
Community leaders |
Maternal and child death; repeated misbehaviour |
