Clinic access | Staff attitudes | Confidentiality | Stigma | Information | Overall satisfaction | Q | |
Evans and Farquhar,27 GUM clinic, UK, N = 76 | “Others expressed dissatisfaction with the limited evening opening”—“lack of drop-in services and access to specific doctors” | The key to users’ experiences was the extent to which they felt they were treated with respect and in a non-judgemental manner | “Anonymous, confidential, non-judgemental and more convenient than GP services” | Some women expressed anxiety about walking out the door of the clinic—would have liked more support or time before leaving | “Many people emphasised their initial difficulty in finding out about it….” Most felt a need for greater publicity and outreach | ++ | |
McAllister et al,24 GUM clinic/city centre pharmacy, N = 66 | No one was unhappy with the location of the service; most clients were happy with opening times | They acknowledged the standard of care and professionalism of staff—not compromised by informality | Most significant factor influencing the use of the service was the greater anonymity afforded | All but one stated they would recommend the service to a friend | ++ | ||
Kane et al,28 GUM or FPC, UK, N = 25 | Time spent in clinic was of less concern than receiving thorough care | Evidence that the offer of free and readily available information provides an incentive to young people to attend services | Level of information provided in the consultation emerged as a critical consideration in client satisfaction | ++ | |||
Hayter,6 youth club clinics, UK, N = 20 | Young people identified respectful and non-judgemental attitudes of staff as a strength | Young people stressed the value of a confidential service; recreational environment may discourage young people from attending | Young people did not feel embarrassed | ++ | |||
Shabungu and Zwane,22 FPC, South Africa first-time attendees, N = 40 | 90% of clients were satisfied with the time they waited | 80% of clients were treated with respect | Majority expressed satisfaction with the services provided | ++ | |||
Stadler and Delany,23 mobile STI clinic, South Africa, sex workers, N = 10 | Location was a major factor that motivated sex workers to use the clinic | An important factor was the relationship between clinic staff and the sex workers; atmosphere of openness and honesty | Direct bearing on knowledge and awareness of health and risk | + | |||
Evans and Cross,26 GUM clinic, UK, N = 16 | Clients preferred to attend the community STI service as access was easier; reasons for satisfaction included proximity of the clinic | 6 clients expressed a need for more emotional support | 10 clients expressed specific concerns with confidentiality in the reception area and waiting room | Greater privacy—with separate male and female waiting areas and being called by number rather than name preferred; most felt uncomfortable when attending sexual health services | All clients said they were satisfied with the service they had received | ++ | |
Ingram and Salmon,21 3 GUM or outreach, UK, 1st attendance only, N = 15 | “Anxious if they had to wait several days to be seen” | Value the friendliness, discretion and approachability of staff—medical, nursing and reception | It is a shame that there is only one room in reception | Treated like an adult and were not embarrassed or ashamed to discuss things | Availability of accurate information was valued; young people were able to ask for information on a range of topics | + | |
Patel et al,25 GUM clinic/MSM group/A&E, UK, high risk, N = 44 | Clients found it difficult to take time off work; clients stressed they would like to attend immediately if they suspected they may have contracted something | 93% of attendees did not tell employers that they were attending because they would have felt stigmatised | Communication recognised as an important factor | ++ |
FPC, family planning (primarily STI contraceptive services); GUM, genitourinary medicine (primarily STI screening/testing services); MSM, men who have sex with men.