(listening to what people say about MACRO services in public places) focuses on the general public perception of MACRO services and its image. The information obtained through feedback processes is fed into programmes to improve quality.
7. Service providers weekly meetings: These are organized to share case experiences to improve skills.
8. Quality Assurance/Control in HIV testing: MACRO uses parallel system in HIV testing using WBRT test kits. To maintain quality in the testing procedure, a parallel testing algorithm was developed in 2000. Each morning, there is daily quality control of test kits activity. This is done through retesting specimen with known results. In addition to internal quality control, there is external quality control. A 5% sample of specimen is collected from clients on daily basis and sent to reference laboratory for testing to compare the results.
9. Other Quality Assurance: Other measures to ensure quality include infection prevention, appropriate and adequate physical infrastructure and equipment, review and management meetings, well developed MIS and use of “Teams and Teams work” for Employee Involvement (EI) in decision-making processes.
Results, Conclusions and Recommendations: To provide and maintain the highest standards of quality service delivery, MACRO has plans to improve Employees Involvement in Quality Management. This will be done through short courses in Total Quality Management. The local courses will be organized for all service providers. It is planned to have a team of trainers (possibly all Managers) for local courses.