Malawi (2013):Silvertouch Mystery Client study

In Malawi, 1.6% of the population becomes infected with HIV every year and of the 100,000 new infections half of them occur among young people (15-24). Research studies have attributed the escalating HIV infection rate among the youth (15-24) to a number of factors including low condom use in non spousal relationship and multiple and concurrent partnerships. To improve overall access, coverage and demand for free public sector condoms among the youth (15-24), National AIDS Commission through PSI/Malawi implemented a one year program to brand, distribute and promote five million public sector male and female condoms. To achieve this, PSI/Malawi developed and designed a brand name- Silvertouch - and packing concepts for both male and female condoms. Both male and female Silvertouch condoms were distributed through health facilities for easy access to the target audience. Distribution took place in six districts, namely: Kasungu, Lilongwe, Blantyre, Mangochi, Nkhata Bay and Karonga districts. In order to assess availability and access of Silvertouch condoms among youth, the research department at PSI/Malawi will conduct a mystery client study. This study will use the mystery client studies approach. The approach is used to assess the quality of services offered by an organisation from the clients point of view. Four youths (2 boys and 2 girls) will be trained to act as mystery clients to assess the availability of Silvertouch condoms and the quality of service offered when one is accessing the Silvertouch condoms at the health facility. During their visit to the facilities, they will observe every stage of service provision after which they will report (by completing a survey or through an interview) on their experience. Information from the mystery client will be fed back to the service providers to improve service provision where necessary. The broad objective of the study is to assess the quality of service provision of the Silvertouch condoms offered by the providers to mystery clients in the project public health centers. The specific study objectives are: 1. To assess the average waiting time taken by the mystery clients to receive services. 2. To assess the mystery client's opinion about maintenance of privacy. 3. To assess how the providers behave with the youth clients. 4. To obtain the mystery clients'™ overall opinion of the facility in terms of its cleanliness and presence of directional signs.