{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,7]],"date-time":"2026-07-07T14:44:08Z","timestamp":1783435448550,"version":"3.54.6"},"reference-count":22,"publisher":"Wiley","issue":"S1","license":[{"start":{"date-parts":[[2023,7,6]],"date-time":"2023-07-06T00:00:00Z","timestamp":1688601600000},"content-version":"vor","delay-in-days":5,"URL":"http:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["onlinelibrary.wiley.com"],"crossmark-restriction":true},"short-container-title":["J Int AIDS Soc."],"published-print":{"date-parts":[[2023,7]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:sec><jats:title>Introduction<\/jats:title><jats:p>Engaging communities in the design, implementation and monitoring of health services is critical for delivering high\u2010quality, person\u2010centred services that keep people living with HIV engaged in care. The USAID\u2010funded Integrated HIV\/AIDS Project in Haut\u2010Katanga (IHAP\u2010HK) integrated an electronic client feedback tool into continuous quality improvement (CQI) processes. We aimed to demonstrate this system's impact on identifying and improving critical quality\u2010of\u2010care gaps.<\/jats:p><\/jats:sec><jats:sec><jats:title>Methods<\/jats:title><jats:p>Through stakeholder and empathy mapping, IHAP\u2010HK co\u2010designed a service quality monitoring system\u2014comprising anonymous exit interviews and ongoing monitoring through CQI cycles\u2014with people living with HIV, facility\u2010based providers and other community stakeholders. IHAP\u2010HK trained 30 peer educators to administer oral, 10\u2010 to 15\u2010minute exit interviews with people living with HIV following clinic appointments, and record responses via the KoboToolbox application. IHAP\u2010HK shared client feedback with facility CQI teams and peer educators; identified quality\u2010of\u2010care gaps; discussed remediation steps for inclusion in facility\u2010level improvement plans; and monitored implementation of identified actions. IHAP\u2010HK tested this system at eight high\u2010volume facilities in Haut\u2010Katanga province from May 2021 through September 2022.<\/jats:p><\/jats:sec><jats:sec><jats:title>Results<\/jats:title><jats:p>Findings from 4917 interviews highlighted wait time, stigma, service confidentiality and viral load (VL) turnaround time as key issues. Solutions implemented included: (1) using peer educators to conduct preparatory tasks (pre\u2010packaging and distributing refills; pulling client files) or escort clients to consultation rooms; (2) limiting personnel in consultation rooms during client appointments; (3) improving facility access cards; and (4) informing clients of VL results via telephone or home visits. Due to these actions, between initial (May 2021) and final interviews (September 2022), client satisfaction with wait times improved (76% to 100% reporting excellent or acceptable wait times); reported cases of stigma decreased (5% to 0%); service confidentiality improved (71% to 99%); and VL turnaround time decreased (45% to 2% informed of VL results 3 months after sample collection).<\/jats:p><\/jats:sec><jats:sec><jats:title>Conclusions<\/jats:title><jats:p>Our results showed the feasibility and effectiveness of using an electronic client feedback tool embedded in CQI processes to collect client perspectives to improve service quality and advance client\u2010responsive care in the Democratic Republic of Congo. IHAP\u2010HK recommends further testing and expansion of this system to advance person\u2010centred health services.<\/jats:p><\/jats:sec>","DOI":"10.1002\/jia2.26112","type":"journal-article","created":{"date-parts":[[2023,7,6]],"date-time":"2023-07-06T07:09:58Z","timestamp":1688627398000},"update-policy":"https:\/\/doi.org\/10.1002\/crossmark_policy","source":"Crossref","is-referenced-by-count":6,"title":["Facilitating person\u2010centred care: integrating an electronic client feedback tool into continuous quality improvement processes to deliver client\u2010responsive HIV services in the Democratic Republic of Congo"],"prefix":"10.1002","volume":"26","author":[{"given":"Cyprien","family":"Tendo\u2010Bugondo","sequence":"first","affiliation":[{"name":"PATH Lubumbashi Democratic Republic of the Congo"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Os\u00e9\u00e9","family":"Lieke","sequence":"additional","affiliation":[{"name":"Independent Consultant Lubumbashi Democratic Republic of the Congo"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Pierre","family":"Kasongo","sequence":"additional","affiliation":[{"name":"Macro\u2010Eyes Kinshasa Democratic Republic of the Congo"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Baudouin","family":"Diur","sequence":"additional","affiliation":[{"name":"Union Congolaise des Organisations des Vivant avec VIH Lubumbashi Democratic Republic of the Congo"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-0130-7074","authenticated-orcid":false,"given":"Davina S.","family":"Canagasabey","sequence":"additional","affiliation":[{"name":"PATH Washington DC USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Ibou","family":"Thior","sequence":"additional","affiliation":[{"name":"PATH Washington DC USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Pascal K.","family":"Milenge","sequence":"additional","affiliation":[{"name":"Independent Consultant Lubumbashi Democratic Republic of the Congo"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jean\u2010Claude","family":"Kiluba","sequence":"additional","affiliation":[{"name":"PATH Lubumbashi Democratic Republic of the Congo"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"311","published-online":{"date-parts":[[2023,7,6]]},"reference":[{"key":"e_1_2_12_2_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jamda.2014.06.008"},{"key":"e_1_2_12_3_1","doi-asserted-by":"publisher","DOI":"10.1377\/hlthaff.21.3.80"},{"key":"e_1_2_12_4_1","doi-asserted-by":"publisher","DOI":"10.1007\/s10461-019-02712-4"},{"key":"e_1_2_12_5_1","doi-asserted-by":"publisher","DOI":"10.1371\/journal.pone.0054729"},{"key":"e_1_2_12_6_1","doi-asserted-by":"publisher","DOI":"10.7448\/IAS.20.5.22024"},{"key":"e_1_2_12_7_1","doi-asserted-by":"publisher","DOI":"10.1111\/tmi.13746"},{"key":"e_1_2_12_8_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1525-1497.2005.0178.x"},{"key":"e_1_2_12_9_1","doi-asserted-by":"publisher","DOI":"10.1136\/bmjqs-2013-001862"},{"issue":"1","key":"e_1_2_12_10_1","first-page":"24","article-title":"Promoting patient\u2010centered care\u2014a continuous quality improvement (CQI) initiative utilizing the Plan\u2010Do\u2010Study\u2010Act (PDSA) cycle at a HIV care clinic in Kenya","volume":"3","author":"Nturibi EM","year":"2020","journal-title":"J Kenya Assoc Phys"},{"key":"e_1_2_12_11_1","doi-asserted-by":"publisher","DOI":"10.1097\/JNC.0000000000000268"},{"issue":"5","key":"e_1_2_12_12_1","doi-asserted-by":"crossref","DOI":"10.1002\/jia2.25996","article-title":"Caring for the whole person: transgender\u2010competent HIV pre\u2010exposure prophylaxis as part of integrated primary healthcare services in Vietnam","volume":"25","author":"Doan A","year":"2022","journal-title":"J Int AIDS Soc"},{"key":"e_1_2_12_13_1","unstructured":"PATH Living Labs Initiative [Internet].Seattle WA: PATH; 2022 [cited 2022 Oct 12]. 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