Table 2 Summary of clients’ experiences of care by health facility type

1

Health System Level Experiences

a) Rapid scale-up of 6 multi-month dispensing (6MMD)

Consistent and longer drug refill was appreciated by clients

XX

XX

Reduced clients’ waiting time due to decongestion of health facility

XX

XX

b) Provision of high-quality health care services by health care workers

Clients appreciated good attitude of health care workers

XX

XX

Clients appreciated good communication of health care workers

X

c) Complaints about service delivery

Bad attitude of health care workers

X

Reduced one-on-one interaction

X*

d) Introduction of COVID-19 measures

General appreciation of COVID-19 prevention measures

XX

XX

Perception of COVID-19 measures as barrier to care

X

e) Concerns

Fear of contracting COVID-19 infection

XX

XX

Uncertainty about mechanism and timing of receipt of cluster of differentiation 4 (CD4) and viral load (VL) results

XX

XX

Fear of HIV status disclosure/Stigma

X

2

Household Level Experiences

a) Financial impacts

Loss of income

XX

XX

Loss of employment

XX

XX

Food insecurity

XX

XX

b) Non-financial impacts

Disruptions in social interactions due to COVID-19 restrictions on movement and gatherings

XX

XX

3

Individual Level Experiences

a) Healthy behaviours

Motivation to stay healthy

XX

XX

Motivation to religiously take ART medication

X

b) Unhealthy behaviours

Discouragement to take ART medication due to side effects and food insecurity

X

c) Laboratory Monitoring

Increased value for CD 4 and VL monitoring

XX

XX