INTRODUCTION:
South Africa has taken steps to reform its health system to achieve universal health coverage through the implementation of the National Health Insurance (NHI). The NHI aims for a culture of working in partnership with users and communities to ensure that the healthcare system is responsive to their needs and continuously improves the quality of care delivered. Meaningfully engaging users in monitoring health services is critical for ensuring quality and accountability under NHI.

METHODS:
A user engagement strategy, as developed by the NHI team of the National Department of Health, will be presented. The purpose of this presentation is to provide participants with key information and foster dialogue with subject experts. Following this, participants will be invited to share both national and international experiences, along with best practices, on engaging users in the monitoring of quality health services, with particular emphasis on the African context.

RESULTS:
The anticipated outcome of this organised session will be improved understanding of how different countries meaningfully engage with users in the monitoring of healthcare services, especially those within African settings. Contributions and lessons learnt will be used by the NHI team to refine its user engagement strategy and improve implementation plans.

CONCLUSIONS:
Engaging users in the monitoring of healthcare services will ensure a successful implementation of NHI by fostering accountability, enhancing service quality and building public trust, which are critical for sustainable, equitable health coverage.