Integrity developed a ‘community communications strategy to encourage two-way communication via radio and TV, with the aim of fostering behavioural change at the community level through ongoing and continuous dialogue. Integrity also designed a monitoring and evaluation framework for the programme, and developed a system of ‘community-based monitoring’ – including critical review forums and SMS feedback platforms – to continuously improve the quality of delivery. We also reviewed existing grievance mechanisms within the health sector to help improve efficiency and effectiveness.