CLIENT SATISFACTION SURVEY IN PILOT HEALTH FACILITIES IMPLEMENTING SRHR/HIV LINKAGES PROJECT

No. of pages: 37

Publication date: 2016

Author: MINISTRY OF HEALTH

The Government of Botswana (GoB) is advocating for implementation of SRHR/HIV linkages at different service delivery points so as to increase the uptake of both SRHR and HIV services. This approach will lead to reduction in missed opportunities, reduction in number of visits to health care facilities and ultimately improved health outcomes and client and health care worker satisfaction. The Government of Botswana’s decision is also supported by the goal of the Integrated Health Service Plan and the findings of the Mid Term Review of the Second National Strategic Plan for HIV and AIDS (2010-2016). In light of this, a Client Satisfaction Survey (CSS) in nine selected pilot health facilities implementing SRH/HIV services was commissioned in order to establish the level of client satisfaction and the quality of service being delivered before rolling out the intervention to all the districts of the country. A non-experimental, cross-sectional descriptive survey at each of the nine SRHR/HIV health facilities in the three pilot districts (Mahalapye, Kweneng West and Kgatleng) was conducted through user exit surveys at the point of service delivery. Clients were interviewed as they left their final service delivery point at the health facility.