Client experience of appointment systems

NACOSA’s Rene Sparks, together with the UWC School of Public Health, presented an abstract poster on client experience of Primary Health Care services prior to and post the implementation of appointment systems at the Public Health South Africa conference. The poster presented the findings of a qualitative study to explore and understand clients’ experience, their perceived role in shaping the recently established appointment system and how they were introduced to the appointment system within city health clinics in the Western Cape Province.

The study was part of a pilot initiative and focused on understanding how the appointment system has impacted on
clients’ experience at five city health clinics in five sub-districts. The research explored aspects of the clients’ perception of value-add or any unintended consequences created by the new appointment system. The research allowed clients accessing PHC services to voice their experiences of the appointment system. The information will enable City Health to determine whether their appointment system addresses the client and community needs adequately.