Marie Stopes Tanzania (MST) is a leading private non-profit provider of contraception, post-abortion care, and sexual and reproductive health services in Tanzania. Established in 1989, MST is a locally registered non-governmental organization with over 400 staff. The organization operates an extensive service delivery network across all 27 regions of mainland Tanzania and Zanzibar, including 9 static clinics (centers), one maternity hospital in eight regions, 44 outreach teams, 43 embedded nurses (ENs), and 122 public strengthening sites (PSS).
Delivering high-quality services is central to MST’s mission. To ensure adherence to service standards and client satisfaction, MST conducts Continuous Quality Improvement (CQI) activities, including client exit interviews, quality technical assessments, and mystery client surveys (MCS). DAMAX Solutions was contracted to conduct a mystery client study aimed at providing insights to inform MST’s CQI efforts and enhance service performance across all channels.
The study assessed staff and service providers' attitudes towards clients, focusing on customer care, empathy, respect, and confidentiality. It also examined service providers' performance in delivering information and counseling to clients.
Additionally, the study evaluated the health facility environment, assessing factors such as cleanliness, waiting areas, seating arrangements, and privacy. Another key focus was on the visibility of services, including price lists, directional signposts, and payment procedures.
A single integrated quantitative tool was used to interview 289 mystery clients from MST Centers (62), Outreaches (81), Embedded Nurses (60), and Public Strengthening Sites (86). The questionnaire collected data on mystery clients' sociodemographic characteristics, FP message exposure and recall, HIV and STI prevention knowledge, and providers' gender equity attitudes and behaviors. The study was conducted across 23 regions in mainland Tanzania and Zanzibar.