Client satisfaction with HIV counseling services: a cross-sectional study from south India
Papanna, M.K.; Kumar, P.; Shetty, A.; Kamath, A.; Bhaskaran, U.; Saddichha, S.
Journal of the International Association of Providers of Aids Care 12(3): 169-172
2013
ISSN/ISBN: 2325-9574 PMID: 22588314 DOI: 10.1177/1545109712444754Document Number: 574819
Client satisfaction is a good predictor of performance of health programs. Hence, clients' perception and satisfaction studies provide insight to improve the program. To assess clients' perception and satisfaction with Integrated Counselling and Testing Centres (ICTCs) for HIV in an operational setting. 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. 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. Poor perception and low satisfaction with ICTCs needs to be addressed as this could have a direct bearing on the program.