Client satisfaction in relation to HIV/AIDS care counselling services in Maharashtra, India: A gender focused approach

Client satisfaction occupies an intermediate step in establishing healthy culture for evaluation of an ongoing programme on HIV/AIDS. However, in India (one of the country where world’s highest number of persons living with HIV/AIDS resides) information on HIV/AIDS client satisfaction is almost non-existent. A qualitative study was carried out to explore issues of client satisfaction in relation to HIV/AIDS counselling services. In-depth interviews were carried out among the (22) counsellors and seven FGDs were carried out among the HIV positive group of male, female and transgender population. The study finds a clear distinction between the clients’ need according to their gender role. Female clients used to seem more satisfied after receiving the counselling services than other. The need for information on HIV/AIDS among the clients was universal among all the clients. All male clients felt satisfied, when counsellors used to clear their doubts and confusion about HIV/AIDS. Maintaining privacy was crucial for making male clients satisfied. Female clients were keen for receiving emotional support and medical treatment. Social acceptance was given highest priority by the transgender clients. The study suggests that to meet the HIV/AIDS clients’ expectations and needs gender specific counselling needs to be practiced.