From the very beginning, Asili has been all about community. It’s been the team’s bread and butter, ever since the first services launched in 2014. And as they look to evolve and grow, it’s vital that the community continues to be at the center of the process.  So when thinking through how the team could build on their already successful clean water services, they had a natural solution—a suggestion box. "Why haven't we been doing this all along?!" said Reagan, head of sales. "I am very happy we are moved to action now." Thanks to 365, two boxes—to test it out—are now attached to the water kiosks in the communities of Ciriri and Mudasa.  And the ideas are already flowing in. Remy, an Asili water customer, was one of the first to put a suggestion into the box. Her idea was about finding ways to better communicate when the water will be turned off due to cleaning and maintenance—how long the cleaning will take, how soon after it's done can customers get water … [Read more...] about What’s Your Idea?

In the rural areas of Eastern Congo, Walgreens aren't exactly on every street corner. But people there, like everywhere else, value convenience. Why make five stops when you can make one? The Asili water kiosk in Mudusa already has a loyal following. It’s made getting water a whole lot more convenient, and safe. But the team saw an opportunity to sell more everyday items that families need at the kiosk—things like soap, sugar, flour, toothpaste, toothbrushes, diapers even biscuits and small snacks for the road. It could be a one stop shop for the basics. With a boost from 365, the team got all the supplies needed to transform the water kiosk into a cantine of sorts, a small shop that offers a little bit of everything.  In some of the areas that are a bit more further afield from the city, these simple items will go a long way in providing families and moms with everyday needs that can be tough to find elsewhere. Lekay, the water manager at the kiosk, thinks … [Read more...] about Convenience is Key

The weariness of standing in line is a universal thing. And some of Asili's customers at the water kiosk in Ciriri were feeling a little weary as they stood with their jerry cans, waiting their turn to fetch Asili water. Ciriri is one of the busiest water points, and crowds of kids and mamas can sometimes get restless. So the team had an idea...how easy would it be to get a speaker, put on some music, and have a little fun with it? It was a perfect project for Changemakers 365—and a boost in customer service. "For people here, music is a celebration," said Mama Salome, one of our all-star community marketers and one of the team members who championed this idea. "They can't help but feel a little lighter." So the team grabbed a speaker, loaded up some music, and set it up at the Ciriri water point. This isn't your average music on hold....it's lively gospel music, everyone's favorite, and managed by Pascasia, the kiosk manager. She'll make sure it's to the tune of … [Read more...] about Music to Our Ears

This is Pastor Bonjo Venant. He evangelizes for the Panzi community in Eastern Congo, but he also evangelizes for Asili...he is a very big fan! Since first visiting the clinic as a patient almost two years ago, he's brought his friends and family for regular check-ups, and encourages his church to come too. "Asili is different because they actually take care of patients here," he said. "They take care of people." It's safe to say that Bonjo is over the moon about Asili's new services at the clinic. In fact, he arrived one day before the prototypes launched to check things out and talk to the team about the changes. "This is not a small thing!" he said.  One of the reasons Bonjo knows about Asili’s new overnight stay and over the counter medication service  is because he lives so close by, and has been following the Asili story closely. But what about those who don’t live as close, or who don’t know as much about the social enterprise?  “It’s really important to make sure … [Read more...] about Spreading the Word

From the very beginning, the Asili team has used the values of clarity, consistency, and community as a guiding star for everything they do.  From clearly stating their opening hours on the front of the clinic, to listing their membership and consultation prices on the wall, to always serving everyone—no matter who they are—with dignity and respect, these three values have helped Asili gain the respect and trust of the community.  And when it comes to their new over the counter medication service, it’s more important than ever to to stay true to who they are, and who they’ve always been. Having pricing lists and other written materials clearly stating which medicines are available and how much they cost are important tools when it comes to ensuring clarity and consistency.  “Sometimes, in certain clinics in the region, patients will buy one drug at one price and come back the next day and the price will be different, depending on the nurse selling it,” said Dr. Johnny. … [Read more...] about Clarity, Consistency, Community

When thinking through everything they needed to get Asili’s new over the counter medication service launched and ready to roll, the team knew that one thing was important—people needed to see the Asili brand to really trust that the meds would work.  “People associate our brand with high quality,” said Dr. Johnny, “So we thought that when a patient comes to buy medication, we should put it in an Asili package. It will help give them confidence about what they just bought.”  We thought that was a great idea… ...and, it was simple. Asili stickers. Paper bags. An assembly team. And voila, Asili-branded over the counter medication bags!  The team is confident that when they see the effect the medications have, and when Asili is associated with that impact, the patients will come back again—and maybe bring their friends and family, “Asili medications are a bit more expensive than others,” said Dr. Johnny. “But that’s because we get our drugs only from pre-qualified … [Read more...] about Good Things Come in Small Packages

You know how when you walk into a CVS, there's all those medications—for a stuffy nose, headache, upset stomach—that you can find in an aisle and pay for up front? Or that you can ask the pharmacist about, if you have some questions about your symptoms?  That’s the idea behind Asili’s new over the counter medication service, prototyping first at their Mudusa clinic and kicked off yesterday. It’s important that patients can get access to some of these relief-giving meds much more easily (what if you had to make a doctor’s appointment every time you needed Tylenol?), but it’s also important that they can see what their options are.  “We want our patients to see what they want to purchase,” said Dr. Johnny. "They have to see it. This will help them understand that they have access to those drugs.”  But the current set up in the Asili clinic only allowed for medications to be in the pharmacy, behind a closed door. The team wanted a solution that patients could see as soon as … [Read more...] about Seeing Clearly

“In Congo, usually people avoid using health services. They prefer shortcuts, going to local pharmacies to buy medications,” says Dr. Johnny, the Asili Medical Coordinator. "But, the big problem is, those medications are not of good quality. And sometimes they’ll get access to meds they shouldn’t, without a prescription. It can be dangerous.” So many times in Congo people are forced to choose between an expensive visit to the doctor or trying to tough it out. That’s why the demand for over the counter medications has been so high—they want to trust the medications they’re buying, but people just don’t have a good option right now. Asili is a trusted brand. And so the demand for over the counter medications from Asili has been building. Up to this point, the team hasn’t prototyped the service yet. But with the help of 365, they decided to take action. For today’s idea, we’re helping them get this service started with the most important step—more medications! "We have a … [Read more...] about Over the Counter

“Usually here, when someone is sick, it’s up to the families and the relatives to bring them food at the clinic or hospital. But here, we do things differently.” The team at Asili is no stranger to thinking about ways to go above and beyond in their service delivery—and which aren’t necessarily the norm for the region. Slippers for the patients as they remove their muddy shoes. Crayons and coloring books for the kids. Medications that are always available, that are never expired. And, as we saw yesterday, the fluffiest of pillows and blankets for overnight stay patients. Part of thinking through the new overnight stay service means thinking through customer care, just like every other Asili business line. And it’s simply not dignified or safe to have a sick go patient go all night or even days without food. What if their families can’t bring it? The Asili team didn’t want to settle for the status quo. Instead, they opted to give all their overnight patients—and the … [Read more...] about The Chicken Noodle Soup of Congo

What sets Asili apart is customer service. It’s being kind, patient, and respectful, no matter who walks in the clinic doors. It’s thinking about the whole person, not just as the sick patient in front of you. That’s why, when setting up the new overnight stay service at the Mudusa clinic, the first thing the team thought of was not just clinical care, but human care too. What might a patient need to be comfortable? To stay warm? As patients rest in the beds provided in the observation room, they’re likely feeling sick, alone, and far away from friends and family. It might be a scary time. So what can we do to help? “First and foremost,” says Dr. Johnny, “people need to be comfortable. We need to think about that. It’s not something to take lightly.” It might come as a surprise to some, but many parts of Eastern Congo can get pretty chilly at night. The Mudusa clinic sits high on a hilltop, overlooking the neighborhoods below. Even during the day, the breezes that come … [Read more...] about Taking Care