Table 3.

Themes according to areas of investigation.

PERCEIVED IMPACT OF THE ROLE

New model of working with the community

Directing and supporting access to services

Responsiveness to community needs

Facilitating changes in community attitudes to services

Facilitating change in service delivery and collaborations

SUCCESS FACTORS

Trusted and consistent presence

Communication and personal skills

Knowledge about the community and the health system

Successful engagement with the community and stakeholders

CONSTRAINTS OF THE ROLE

Too much for one person to fulfil

Different expectations of the role

Lack of clarity about the role

Difficulty influencing health system change

Lack of community input into the work

SUGGESTED IMPROVEMENTS

Expansion of the service

More support to influence system change

Address other outstanding health service gaps

Need for the community and NGOs to be more actively involved