Comparative Study to Assess the Impact of Collaborative Improvement on Customer Satisfaction, Provider Satisfaction, and Services for PLWHA | Cote d'Ivoire

The National Program for Medical Management of People Living with HIV (PNPEC), the Ministry of Health and Public Hygiene, the USAID Health Care Improvement Project (HCI), and several other partners have been implementing a collaborative approach to improve the quality of HIV services in Cote d'Ivoire since 2009. This collaborative approach was conducted in two phases: a demonstration from January 2009 to March 2010 in 41 sites and an expansion phase which added and additional 80 sites and began in May 2010. Before the introduction of HCI project, a baseline assessment was conducted in pilot sites in 2008, which revealed significant opportunities to improve different components of HIV care, including in the areas of ​​customer and provider satisfaction.

The overall objective of this cross-sectional study is to measure the effect of the HCI-supported collaborative to improve the quality of services for PLWHA on client satisfaction, provider satisfaction, and HIV services. The study will include an exposed group and an unexposed group. Pilot sites that participated in the collaborative improvement effort will be included in the exposed group and sites that received no quality program will be counted among the non-exposed group.


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