Workshop materials “Community-led monitoring of satisfaction with services“

THREE monitoring tools are available to your attention: “Secret client“, “Access to sexual and reproductive health services”, “Community-led monitoring of the satisfaction with OST programs“, and #Life hacks from research practitioners (in Russian).

Key principles and international agreements on the organization of medical services

The challenge to health systems is to ensure that engagement with patients and the population is at the heart of all policies and strategies for quality improvement, and that this commitment is translated into meaningful actions. In accordance to this task health systems should take actions to improve health literacy, self-care, and patient satisfaction with the services received. WHO. 2006.

Presentation on the community-led monitoring and international documents (in Russian)

Practical tools for conducting community-led monitoring of programs quality and satisfaction as well as using its results for advocacy

“Secret Client“, adapted for assessing government services by the Eurasian Coalition on Male Health


“Secret Client”

Is a methodology of community-led monitoring, developed by ECOM to assess quality of HIV prevention and care services for men who have sex with men and transgender people.

Presentation: “Quality services without tags“ (in Russian)

“Access to sexual and reproductive health services”, developed by the Eurasian Women’s Network on AIDS

Presentation: “Sexual and reproductive health“ (methodology in Russian) 

Presentation: “Study history and results“ (in Russian)           

Report: “Rights of Women Living with HIV in Ukraine“ (2019) in Russian

“Community-led monitoring of the satisfaction with OST programs”, developed at the request of the Eurasian Harm Reduction Association

Contact person Masha Plotko

Workshop on research methods to study quality and satisfaction with services (in Russian)

WHO Quality of Life-BREF, which is a part of the questionnaire for assessing satisfaction with OST

A detailed description of the methodology and the final questionnaire will be issued in late September – early October, after a pilot study in Ukraine. If you want to conduct assessment of satisfaction with OST services in your country, please, write to Olya Belyaeva at

The workshop for developing expert skills in monitoring of service quality and satisfaction was conducted with financial support of the Robert Carr civil society Networks Fund (RCNF) within the project “Thinking outside the box: overcoming challenges in community advocacy for sustainable and high-quality HIV services”.