Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.

Fasika Dinku; Gashaw Andargie

doi:doi:10.11648/j.sjcm.20130201.11

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Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.

Fasika Dinku, Gashaw Andargie

Published in Science Journal of Clinical Medicine (Volume 2, Issue 1)

Published: 10 January 2013

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Abstract

Background: Although Quality of the service is key principle for effectiveness of the program, very little work has been done to assess the quality of Voluntary Counseling and Testing (VCT) services in most countries including Ethiopian. Objectives: To assess quality of VCT services in terms of client satisfaction in both private and public VCT sites. Methods: cross-sectional comparative health institution based study was employed in public and private VCT sites in Addis Ababa from January 1 to February 30, 2009. By modifying the UNAIDS VCT Quality Evaluation Tools and quality assurance and quality improvement guide developed by Family Health International (FHI), data were collected using interviewer administered questionnaires for both qualitative and quantitative methods. Results: A total of 160 clients, of which 80 from private and 80 from public as well as 20 counselors of which seven from private and 13 from public sites were included in the study. Clients from public sites were more satisfied than private sites with the VCT service they took; 90% versus 76%. Motivation of seeking the service, estimated time spent waiting the test result and waiting to see the counselor, service fee, the presence of comfortable and private counseling room, service given individually, issue of confidentiality, discussion with counselors on different risks and meaning of the test result had significant difference in public and private institutions. Educational status of grade 9-12 in private sites OR=.22(.05-.92), p=.038, time spent on waiting the test result within 30-60 minutes in public sites OR=8.4(1.5-41.9), p=.024, information on HIV/AIDS and Sexual transmitted Infections (STIs) given to protect themselves and others in private sites OR=62.3(17.7-123), p=.025, counselor comfortable on taking sensitive issue in private sites (OR= 54.5(2.3-90.1), p=.014 ) were found to be significantly associated with client satisfaction. All, but one, counselor took training in formal institutions, all counselors from public and only some in private were given fulltime counseling, no regular supportive supervision by governmental officials or partners, all had not taken any refreshment training. Conclusions and recommendations: generally, rate of client satisfaction was low in private VCT sites so that effort should be made to maintain the quality. In addition, regular and supportive supervision by regional health bureau and its partners were minimal so that strong and coordinated supervision in both sites need to be done.

Published in	Science Journal of Clinical Medicine (Volume 2, Issue 1)
DOI	10.11648/j.sjcm.20130201.11
Page(s)	1-7
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2013. Published by Science Publishing Group

Keywords

Voluntary Conesling and Testing (VCT), Client Satisfaction, Public and Private Sites

References

[1]	MOH/FHAPCO. Single point HIV prevalence estimate, Addis Ababa, MOH/FHAPCO, 2007.
[2]	MOH/FHAPCO.HCT guideline of Ethiopia. MOH/FHAPCO, 2007.
[3]	FHAPCO. Annual HIV/AIDS monitoring and evaluation report, Addis Ababa, FHAPCO, 2006/2007.
[4]	Campbell S, Roland M.O, Buetow S.A. defining quality of care: Social Science and Medicine. 2000;51:1611-1625.
[5]	FHI/IMPACT. Evaluating programs for HIV/AIDS preven-tion and care in developing countries: a handbook for program managers and decision makers, FHI/IMPACT. 2001.
[6]	Pronyk PM, Kim JC, Makhubele MB, Hargreaves JR, Moh-lala R, Hausler HP. Introduction of voluntary counseling and rapid testing for HIV in rural South Africa: from theory to practice. AIDS Care. 2002.14(6):859-65.
[7]	Bwanali H Jereni and Adamson S Muula. Availability of supplies and motivations for accessing voluntary HIV counseling and testing services in Blantyre, Malawi. BMC Health Serv Research. 2008; 8: 17.
[8]	Carolina population center, measure evaluation-Voluntary counseling and testing, university of North Carolina, 2000.
[9]	KAPC. C O Rachier, E Gikundi, D H Balmer, M Robson, K F Hunt, N Cohen The meaning and challenge of voluntary counseling and testing (VCT) for counselors — report of the Kenya Association of Professional Counselors (KAPC) conference for sub-Saharan Africa. Journal des Aspects So-ciaux du VIH/SIDA. 2004.1 (3).
[10]	WHO. Report of a "Lessons Learnt" Workshop on the Six Pro-TEST Pilot Projects in Malawi, South Africa and Zambia (Durban, South Africa, 3–6 February 2003. WHO. 2004.
[11]	V. Solomon, H. Van Rooyen, R. Griesel, D. Gray, J. Stein and V. Nott. Critical Review and Analysis of Voluntary Counseling and Testing Literature in Africa. Health system trust/ university of Kwasulu-Natal, 2004.
[12]	Tran, Dat T; Hoang, Thai N; Nguyen, Hong T; Nguyen, Thang T; Luu, Minh N;Kamb, Mary L; Luu, Chau M; Do, Nguyet T;Do, Giang H; Wolfe, Mitchell I. Client Survey of Voluntary HIV Counseling and Testing (VCT) in Vietnam: An Alternative Means of Evaluating Service Quality. CDC, Atlanta, 2004.

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APA Style

Fasika Dinku, Gashaw Andargie. (2013). Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.. Science Journal of Clinical Medicine, 2(1), 1-7. https://doi.org/10.11648/j.sjcm.20130201.11

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ACS Style

Fasika Dinku; Gashaw Andargie. Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.. Sci. J. Clin. Med. 2013, 2(1), 1-7. doi: 10.11648/j.sjcm.20130201.11

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AMA Style

Fasika Dinku, Gashaw Andargie. Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.. Sci J Clin Med. 2013;2(1):1-7. doi: 10.11648/j.sjcm.20130201.11

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@article{10.11648/j.sjcm.20130201.11,
  author = {Fasika Dinku and Gashaw Andargie},
  title = {Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.},
  journal = {Science Journal of Clinical Medicine},
  volume = {2},
  number = {1},
  pages = {1-7},
  doi = {10.11648/j.sjcm.20130201.11},
  url = {https://doi.org/10.11648/j.sjcm.20130201.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjcm.20130201.11},
  abstract = {Background: Although Quality of the service is key principle for effectiveness of the program, very little work has been done to assess the quality of Voluntary Counseling and Testing (VCT) services in most countries including Ethiopian. Objectives: To assess quality of VCT services in terms of client satisfaction in both private and public VCT sites. Methods: cross-sectional comparative health institution based study was employed in public and private VCT sites in Addis Ababa from January 1 to February 30, 2009. By modifying the UNAIDS VCT Quality Evaluation Tools and quality assurance and quality improvement guide developed by Family Health International (FHI), data were collected using interviewer administered questionnaires for both qualitative and quantitative methods. Results: A total of 160 clients, of which 80 from private and 80 from public as well as 20 counselors of which seven from private and 13 from public sites were included in the study. Clients from public sites were more satisfied than private sites with the VCT service they took; 90% versus 76%. Motivation of seeking the service, estimated time spent waiting the test result and waiting to see the counselor, service fee, the presence of comfortable and private counseling room, service given individually, issue of confidentiality, discussion with counselors on different risks and meaning of the test result had significant difference in public and private institutions. Educational status of grade 9-12 in private sites OR=.22(.05-.92), p=.038, time spent on waiting the test result within 30-60 minutes in public sites OR=8.4(1.5-41.9), p=.024, information on HIV/AIDS and Sexual transmitted Infections (STIs) given to protect themselves and others in private sites OR=62.3(17.7-123), p=.025, counselor comfortable on taking sensitive issue in private sites (OR= 54.5(2.3-90.1), p=.014 ) were found to be significantly associated with client satisfaction. All, but one, counselor took training in formal institutions, all counselors from public and only some in private were given fulltime counseling, no regular supportive supervision by governmental officials or partners, all had not taken any refreshment training. Conclusions and recommendations: generally, rate of client satisfaction was low in private VCT sites so that effort should be made to maintain the quality. In addition, regular and supportive supervision by regional health bureau and its partners were minimal so that strong and coordinated supervision in both sites need to be done.},
 year = {2013}
}

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TY  - JOUR
T1  - Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.
AU  - Fasika Dinku
AU  - Gashaw Andargie
Y1  - 2013/01/10
PY  - 2013
N1  - https://doi.org/10.11648/j.sjcm.20130201.11
DO  - 10.11648/j.sjcm.20130201.11
T2  - Science Journal of Clinical Medicine
JF  - Science Journal of Clinical Medicine
JO  - Science Journal of Clinical Medicine
SP  - 1
EP  - 7
PB  - Science Publishing Group
SN  - 2327-2732
UR  - https://doi.org/10.11648/j.sjcm.20130201.11
AB  - Background: Although Quality of the service is key principle for effectiveness of the program, very little work has been done to assess the quality of Voluntary Counseling and Testing (VCT) services in most countries including Ethiopian. Objectives: To assess quality of VCT services in terms of client satisfaction in both private and public VCT sites. Methods: cross-sectional comparative health institution based study was employed in public and private VCT sites in Addis Ababa from January 1 to February 30, 2009. By modifying the UNAIDS VCT Quality Evaluation Tools and quality assurance and quality improvement guide developed by Family Health International (FHI), data were collected using interviewer administered questionnaires for both qualitative and quantitative methods. Results: A total of 160 clients, of which 80 from private and 80 from public as well as 20 counselors of which seven from private and 13 from public sites were included in the study. Clients from public sites were more satisfied than private sites with the VCT service they took; 90% versus 76%. Motivation of seeking the service, estimated time spent waiting the test result and waiting to see the counselor, service fee, the presence of comfortable and private counseling room, service given individually, issue of confidentiality, discussion with counselors on different risks and meaning of the test result had significant difference in public and private institutions. Educational status of grade 9-12 in private sites OR=.22(.05-.92), p=.038, time spent on waiting the test result within 30-60 minutes in public sites OR=8.4(1.5-41.9), p=.024, information on HIV/AIDS and Sexual transmitted Infections (STIs) given to protect themselves and others in private sites OR=62.3(17.7-123), p=.025, counselor comfortable on taking sensitive issue in private sites (OR= 54.5(2.3-90.1), p=.014 ) were found to be significantly associated with client satisfaction. All, but one, counselor took training in formal institutions, all counselors from public and only some in private were given fulltime counseling, no regular supportive supervision by governmental officials or partners, all had not taken any refreshment training. Conclusions and recommendations: generally, rate of client satisfaction was low in private VCT sites so that effort should be made to maintain the quality. In addition, regular and supportive supervision by regional health bureau and its partners were minimal so that strong and coordinated supervision in both sites need to be done.
VL  - 2
IS  - 1
ER  -

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Author Information

Fasika Dinku

Johns Hopkins University- TSEHAI, Addis Ababa, Ethiopia
Gashaw Andargie

College of Medicine and health sciences, University of Gondar, Gondar, Ethiopia

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APA Style

Fasika Dinku, Gashaw Andargie. (2013). Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.. Science Journal of Clinical Medicine, 2(1), 1-7. https://doi.org/10.11648/j.sjcm.20130201.11

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ACS Style

Fasika Dinku; Gashaw Andargie. Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.. Sci. J. Clin. Med. 2013, 2(1), 1-7. doi: 10.11648/j.sjcm.20130201.11

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AMA Style

Fasika Dinku, Gashaw Andargie. Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.. Sci J Clin Med. 2013;2(1):1-7. doi: 10.11648/j.sjcm.20130201.11

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@article{10.11648/j.sjcm.20130201.11,
  author = {Fasika Dinku and Gashaw Andargie},
  title = {Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.},
  journal = {Science Journal of Clinical Medicine},
  volume = {2},
  number = {1},
  pages = {1-7},
  doi = {10.11648/j.sjcm.20130201.11},
  url = {https://doi.org/10.11648/j.sjcm.20130201.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjcm.20130201.11},
  abstract = {Background: Although Quality of the service is key principle for effectiveness of the program, very little work has been done to assess the quality of Voluntary Counseling and Testing (VCT) services in most countries including Ethiopian. Objectives: To assess quality of VCT services in terms of client satisfaction in both private and public VCT sites. Methods: cross-sectional comparative health institution based study was employed in public and private VCT sites in Addis Ababa from January 1 to February 30, 2009. By modifying the UNAIDS VCT Quality Evaluation Tools and quality assurance and quality improvement guide developed by Family Health International (FHI), data were collected using interviewer administered questionnaires for both qualitative and quantitative methods. Results: A total of 160 clients, of which 80 from private and 80 from public as well as 20 counselors of which seven from private and 13 from public sites were included in the study. Clients from public sites were more satisfied than private sites with the VCT service they took; 90% versus 76%. Motivation of seeking the service, estimated time spent waiting the test result and waiting to see the counselor, service fee, the presence of comfortable and private counseling room, service given individually, issue of confidentiality, discussion with counselors on different risks and meaning of the test result had significant difference in public and private institutions. Educational status of grade 9-12 in private sites OR=.22(.05-.92), p=.038, time spent on waiting the test result within 30-60 minutes in public sites OR=8.4(1.5-41.9), p=.024, information on HIV/AIDS and Sexual transmitted Infections (STIs) given to protect themselves and others in private sites OR=62.3(17.7-123), p=.025, counselor comfortable on taking sensitive issue in private sites (OR= 54.5(2.3-90.1), p=.014 ) were found to be significantly associated with client satisfaction. All, but one, counselor took training in formal institutions, all counselors from public and only some in private were given fulltime counseling, no regular supportive supervision by governmental officials or partners, all had not taken any refreshment training. Conclusions and recommendations: generally, rate of client satisfaction was low in private VCT sites so that effort should be made to maintain the quality. In addition, regular and supportive supervision by regional health bureau and its partners were minimal so that strong and coordinated supervision in both sites need to be done.},
 year = {2013}
}

Copy | Download

TY  - JOUR
T1  - Assessment of Voluntary Counseling and Testing (VCT) Service Quality in Terms of Client Satisfaction; a Comparative Study between Public and Private Health Institutions in Addis Ababa, Ethiopia.
AU  - Fasika Dinku
AU  - Gashaw Andargie
Y1  - 2013/01/10
PY  - 2013
N1  - https://doi.org/10.11648/j.sjcm.20130201.11
DO  - 10.11648/j.sjcm.20130201.11
T2  - Science Journal of Clinical Medicine
JF  - Science Journal of Clinical Medicine
JO  - Science Journal of Clinical Medicine
SP  - 1
EP  - 7
PB  - Science Publishing Group
SN  - 2327-2732
UR  - https://doi.org/10.11648/j.sjcm.20130201.11
AB  - Background: Although Quality of the service is key principle for effectiveness of the program, very little work has been done to assess the quality of Voluntary Counseling and Testing (VCT) services in most countries including Ethiopian. Objectives: To assess quality of VCT services in terms of client satisfaction in both private and public VCT sites. Methods: cross-sectional comparative health institution based study was employed in public and private VCT sites in Addis Ababa from January 1 to February 30, 2009. By modifying the UNAIDS VCT Quality Evaluation Tools and quality assurance and quality improvement guide developed by Family Health International (FHI), data were collected using interviewer administered questionnaires for both qualitative and quantitative methods. Results: A total of 160 clients, of which 80 from private and 80 from public as well as 20 counselors of which seven from private and 13 from public sites were included in the study. Clients from public sites were more satisfied than private sites with the VCT service they took; 90% versus 76%. Motivation of seeking the service, estimated time spent waiting the test result and waiting to see the counselor, service fee, the presence of comfortable and private counseling room, service given individually, issue of confidentiality, discussion with counselors on different risks and meaning of the test result had significant difference in public and private institutions. Educational status of grade 9-12 in private sites OR=.22(.05-.92), p=.038, time spent on waiting the test result within 30-60 minutes in public sites OR=8.4(1.5-41.9), p=.024, information on HIV/AIDS and Sexual transmitted Infections (STIs) given to protect themselves and others in private sites OR=62.3(17.7-123), p=.025, counselor comfortable on taking sensitive issue in private sites (OR= 54.5(2.3-90.1), p=.014 ) were found to be significantly associated with client satisfaction. All, but one, counselor took training in formal institutions, all counselors from public and only some in private were given fulltime counseling, no regular supportive supervision by governmental officials or partners, all had not taken any refreshment training. Conclusions and recommendations: generally, rate of client satisfaction was low in private VCT sites so that effort should be made to maintain the quality. In addition, regular and supportive supervision by regional health bureau and its partners were minimal so that strong and coordinated supervision in both sites need to be done.
VL  - 2
IS  - 1
ER  -

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