title: Understanding client satisfaction with HIV testing and counseling services: a mixed-methods study in four African countries.
abstract: This paper uses mixed methods to provide comparative evidence across four African countries and identify those aspects of the testing experience that are the most important components of clients' satisfaction with services. We analyze data from three sources: a survey of clients at health facilities that included closed-ended questions about specific services and interactions around testing; responses to open-ended questions about testing experiences that were part of the same survey; and semi-structured interviews with a subsample of respondents who described their experience of testing and being diagnosed with HIV. High levels of reported satisfaction are found in both the survey and interview. The critical factors contributing to client satisfaction included: the three C's of testing-counseling, consent, and confidentiality, client-provider interactions, convenience of location, "good services", and reliable test results.
authors.affiliation: a Department of Anthropology , Union College , Schenectady , NY , USA.
authors.forename: Michelle
authors.initials: M
authors.lastname: Osborn
authors.affiliation: b Department of Epidemiology and Population Health , American University of Beirut , Beirut , Lebanon.
authors.forename: Carla Makhlouf
authors.initials: CM
authors.lastname: Obermeyer
mesh_terms: D015492:AIDS Serodiagnosis / Q000706:statistics & numerical data*; D000328:Adult; D002050:Burkina Faso; D003219:Confidentiality / Q000523:psychology; D003376:Counseling / Q000379:methods*; D005260:Female; D015658:HIV Infections / Q000175:diagnosis* / Q000517:prevention & control / Q000523:psychology*; D006306:Health Surveys; D006801:Humans; D007258:Informed Consent / Q000523:psychology; D007407:Interviews as Topic; D007630:Kenya; D008295:Malawi; D008403:Mass Screening; D010342:Patient Acceptance of Health Care; D017060:Patient Satisfaction; D010549:Personal Satisfaction; D011369:Professional-Patient Relations; D036301:Qualitative Research; D012017:Referral and Consultation / Q000706:statistics & numerical data; D011795:Surveys and Questionnaires; D014454:Uganda
keywords: Africa; HIV testing; Satisfaction; counseling; mixed methods