A.12.Quality assurance in provision of VCT services
Objectives and Scope: To deliver Quality VCT services, a Quality Assurance system has been established to incorporate quality into every task, process and system in order to produce quality outcome. In other words quality is built into all units of transformative processes of the systems. There is communication and consultation between suppliers and clients/customers within and outside the organization to ensures quality services based on clients/customers needs. The system maintains internal balance as well as the balance between the organization and its environment.
Methodology: Quality Assurance activities at MACRO include:
1.Selection of appropriate service providers: VCT services require people with exceptionally good attitude to ensure privacy and confidentiality. Because the nature of work is stressful, providers should be committed and prepared to serve clients with interest and patience.2.Training for service providers: After recruitment, providers undergo a 4 week course in counseling and HIV testing using Whole Blood Rapid test kits. Senior counselors and experienced providers monitor newly qualified providers for several weeks to develop competencies. Each year refresher courses are organized to update providers on new developments.
3. Service Providers deployment: Each counselor completes a daily work log which assists senior counselors to monitor how often and how long each counselor is involved in each VCT related activities. This enables counselors to have experience in different work processes, reduces stress and contributes to quality.
4. VCT Protocols: The tools enable counselors to focus on important and necessary areas in counseling process and avoid diversion from key issues.
5. Observation sessions: Senior counselors conduct observations to monitor counselors’ knowledge and skills, counselors on arrangement also do peer observations. In both cases feedback is given. This process identifies training needs for counselors’ development and builds confidence in counselors through positive feedback on areas of outstanding performance.
6. Clients exit interviews and satisfaction surveys: Clients exit interviews focus on counselor’s knowledge and skills in counseling processes; clients' satisfaction surveys focus on overall impression on total quality of service delivery system; social auditing