Background
Despite the efforts in HIV prevention, HIV prevalence in Nigeria is increasing leading to more ARV users amidst the limited resources. Nigeria Institute of Medical Research (NIMR) outpatient clinic alone enrolled about 10,000 PLWHAS into its programme by 2008 leading to low quality of services provided as evidenced by the long waiting time, low client satisfaction, poor customer care and poor documentation.

About the project
The project set out to improve the quality of services provided at NIMR Lagos ARV clinic through reducing the time spent by clients at the clinic, increasing patient adherence to antiretroviral drugs, improving clients’ satisfaction with the quality of services provided and improving staffs’ job satisfaction. Five planning and advocacy as well as tw review meetings were held among stakeholders. The team also identified service delivery gaps at the clinic.

Results
There was reduction in waiting time with 3 hours 45 minutes saved. There was steady and sustained drug pick up rate with over 80 % of the clients picking up drugs. There was a steady increase in the number of clients who felt of the service quality has improved from 46.0% at baseline to 81.3% at the end of project. The percentage of staff that reported satisfaction with their job increased from 47.6% to 93.5%. Six additional staff were hired at the clinic. Yearly recertification in HIV care was introduced. Despite the increase in client load from 3,000 in 2005 to  17,800 in 2011, quality of care was maintained.

Year: 2006