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Client satisfaction with HIV counseling services: a cross-sectional study from south India
Mohan K Papanna1, Pawan Kumar, Avinash Shetty
1Department of Community Medicine, Manipal University, Mangalore, India. mohan.papanna@gmail.com
Background:
Client satisfaction is a good predictor of performance of health programs. Hence, clients' perception and satisfaction studies provide insight to improve the program.
Purpose:
To assess clients' perception and satisfaction with Integrated Counselling and Testing Centres (ICTCs) for HIV in an operational setting.
Methods:
A total of 191 client exit interviews from 12 ICTCs. The clients were stratified into general and antenatal clients. A systematic random sampling was done at high client load centers.
Results:
Cumulative client satisfaction was found to be 60% (±24%). Most of the clients (76%) agreed that counseling cleared doubts about HIV and found counseling beneficial (71%). Only 32% of the clients could recall issues discussed during the sessions. However, 92.5% were satisfied with ICTC facilities.
Conclusions:
Poor perception and low satisfaction with ICTCs needs to be addressed as this could have a direct bearing on the program.
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