Table 2 Summary of phone strategy adaptations identified across sites during CQI meetings

Action

Wait for the next scheduled clinic visit/Default to in-person

5

Provide shortened time to the next in-person clinic visit

1

Schedule calls in advance, increase airtime, and shuffle HCWs

2

Simplify language

1

Add interactive elements

1

Obtain/use alternate contact information

7

Define notation for documenting client progress

1

Total

16

Actor

Divide adolescents among HCWs

10

Designate a specific cadre responsible for follow-up calls

1

Reduce staff making calls and create targets

1

Match HCW to client based on client language needs and assess understanding

4

Use CHV/link person/community drug distribution to locate adolescent

7

Create priority list to organize HCW access to phone

1

Prioritizing HCWs going on leave and handing over pending clients

1

Shuffling HCWs who are making calls

2

Assign a specific cadre to oversee proper documentation

1

Total

28

Setting

Calling after hours

3

Carry phone home for afterhours calls

1

Total

4

Target

Ask clients to document important details

1

Target calls to caregivers

3

Assign clients memorization activities and check recall

2

Create a priority list based on adolescents with the fewest call attempts and schedule

1

Implementing pre-calls to schedule and prepare adolescents

8

Total

15

Timing

Call at different times of day

2

Postponing calls during heavy workload seasons

1

Designating call days

1

Total

4

Frequency

Repetition of ATP chapters

2

Repeating call attempts

4

Increase volume of calls attempts made per day

1

Total

7

Dose

Spreading material over several calls

1

Reduce material covered during call and match clients’ language needs

1

Total

2