Assessment of client satisfaction with mobile HIV counseling and testing (MHCT) services

Background: The USAID-funded Private Health Sector Program (PHSP) is implementing mobile HIV counseling and testing (MHCT) services to reach most at-risk populations (MARPS) for HIV. To assure quality service, exit interviews were conducted to assess client satisfaction with MHCT services. Methods: Quantitative data was collected from April-October 2010 using a semi-structured questionnaire. A total of 883 clients (49.9% female), selected by systematic random sampling, were interviewed immediately after having received services. Verbal consent was obtained from clients. Simple non-parametric statistics were used to analyze data using SPSS. Results: The majority of respondents (84.9%) indicated that MHCT staff explained what clients should expect during their visit. Approximately 96% had a place to sit while waiting and most clients (83.0%) felt the waiting time was acceptable. Around 86% agreed that the counseling tent provided enough privacy to openly talk with the counselors. Over 85% reported that the counselors explained the benefits of HIV testing and helped them decide to seek testing. Nearly all clients (99%) intended to change their risky sexual behaviors based on the information provided at the MHCT service. Overall, 87.3% agreed that the services provided were satisfactory. Conclusion: Generally, clients expressed their overall satisfaction with the MHCT services. The study found that an appropriate setting and adequate counseling helped clients decide to seek HIV testing, accept their test result, and pledge to change their sexual behavior to reduce the risk of HIV infection. The findings helped to design and improve the service provision of MHCT under PHSP.