Patient satisfaction survey for AGYW and KPs to measure quality of service delivery at public health facilities

Location : Harare, ZIMBABWE
Application Deadline :20-Apr-20 (Midnight New York, USA)
Additional Category :Management
Type of Contract :Individual Contract
Post Level :National Consultant
Languages Required :
Starting Date :
(date when the selected candidate is expected to start)
Duration of Initial Contract :30 Days
Expected Duration of Assignment :30 Days


The United Nations Development Programme (UNDP) Zimbabwe, serves as the Principal Recipient (PR) of the 3-year Global Fund HIV Grant (2018-2020) and provides Fund Administrator support services to the Ministry of Health and Child Care (MoHCC), the PR for TB and Malaria grants. As part of its PR role, UNDP implements capacity development (CD) activities to strengthen the systems for health and national institutions. Such capacity development responses are designed based on the needs and priorities of national implementing partners, national stakeholders and aligned to national strategies.

The National AIDS Council (NAC) is one of the Sub-Recipients (SR) for the Global Fund supported HIV Grant specifically managing AGYW and KP programs. In this regard, NAC collaborates with UNDP on capacity development initiatives, to effectively respond to changing landscape of the HIV epidemic. With more than 20 years in existence, NAC’s main mandate is to coordinate the multi-sectorial response to HIV/AIDS. Specifically, and among other responsibilities, NAC performs the following functions; -

§  Ensure the development of strategies and policies to respond to HIV/AIDS

§  Mobilisation of resources in support of the National response to HIV/AIDS

§  Enhance the capacity of the various sectors of the community to respond to the HIV/AIDS epidemic and to coordinate their response.

As one of the Sub-Recipients (SRs) to the HIV Global Fund grant (2018-2020), NAC is working with various stakeholders in promoting access to HIV services by selected Key Populations (KP) groups in the country. In addition, NAC is also coordinating the Adolescent Girls and Young Women (AGYW) grant on prevention programmes for adolescents and youths in and out of school across 30 Districts in Zimbabwe. The programmes include Sista2Sista, Modified DREAMS, SASA!, One Stop Centres and Male Engagement.


There are still gaps in programming for Key Populations and AGYW and the package of services that these groups are offered at public health facilities hasn’t been evaluated to determine their level of “satisfaction” on the various satisfaction determinants in the health delivery matrix for this sector. Thus there is need to conduct a comprehensive patient satisfaction survey to measure the quality of service offered to KPs and AGYW at public health facilities. This survey will make us understand what patients feel about services provided at public health facilities and how we can improve them to foster client retention, improve clinical outcomes and see a reduction in resources used for patient care services.

Purpose of Consultancy, Scope of Work and Timelines:

The purpose of this consultancy is to conduct a patient satisfaction survey for AGYW and KPs to measure quality of service delivery at public service facilities. The survey would be the first one of its nature in the public health sector in Zimbabwe targeting the sensitive group of Key Populations and AGYM. It is therefore imperative to make the survey as representative as possible so that the results could be generalised to the rest of the health delivery systems as we look at areas that need  to be improved on. This survey is also required to actively involve all stakeholders who are already implementing this portion of the HIV grant under the funding period, 2018 -2020, so as to foster ownership and facilitate follow up on identified issues that need redress.


The survey will cover patient satisfaction for Key Population groups namely Men who have Sex with Men (MSM), Transgender (TG), Sex Workers (SW) both male and female, as well as for Adolescent Girls and Young Women. Satisfaction could be measured for the following HIV service areas; - quality of care of clinical services, quality of prevention services and community support initiatives could form the basis for this survey. This consultancy is planned for 30 days over a period of no more than two calendar months. It is important to note partners in this grant have entered an acceleration mode as the grant enters its final year of implementation in 2020, hence the need to deliver the guidelines within the stipulated timelines.


Overall Objective:

The overall objective of the survey is to assess patient satisfaction at selected public health facilities and explore the extent to which clients (both KPs and AGYW) perceive the services that they are offered in the context of HIV services in the public health delivery system.

The specific objectives of this consultancy are:

        i.            To conduct a patient satisfaction survey for Key Populations and AGYW services in the public health sector to gauge their perceptions and experiences on the various services rendered.

      ii.            To measure the patient’s perception about the effectiveness, safety and benefit of the public health delivery system.

    iii.            To explore and analyse the factors affecting patient satisfaction (for both KPs and AGYW) of health services in public health facilities

     iv.            To come up with recommendations on how to improve services offered to KPs and AGYW in the public health sector.


Proposed Methodology:

This is a national coverage survey, whose findings and recommendations should be generalised to represent the perceptions and experiences of the various Key Population groups and AGYW as they access health services at public health facilities in the country. The consultant shall propose a sampling method and sample size that will satisfy this expectation. If need be, purposeful sampling could be considered to ensure that both urban and rural areas are adequately represented in the study. Also care must be taken to ensure that demographics that include age, level of education and residency are well catered for as these have a significant bearing on patient satisfaction.


We also propose that a mixed approach should be used for purposes of data collection across the study and this entails the use of Individual survey questionnaires, Key Informant interviews with service providers as part of the data collection protocol. The use of digital data collection instruments or platforms is strongly encouraged as it also guarantees interviewee security considering the sensitivity of Key Populations.

Duties and Responsibilities

Specific Tasks:

The Consultant will:

        i.            During inception, develop a comprehensive scientific research protocol which can generate results with an ability to be generalised.

      ii.            Outline how the security of participants and their stakeholders will be guaranteed as well as how backlash could be managed.

    iii.            Recruit survey enumerators and organise their training to facilitate data collection. Care should be taken to involve Key populations themselves as enumerators in the survey while at the same time putting in place measures to exclude bias.

     iv.            Manage all aspects of data collection in the field.

       v.            Develop a sound data management plan which enhances data security, data quality, data analysis, statistical interpretation and inferences.

     vi.            Facilitate meetings to discuss the preliminary findings from the study and take inputs from stakeholders.

   vii.            Share final survey results and recommendation in a feedback meeting

 viii.            Package the final research report and submit to UNDP and NAC for further dissemination.


Expected Outputs / Deliverables:

        i.            Inception report including the research protocol complete with a convincing methodology and sampling proposal, data collection tools and data management plans and timelines.

      ii.            A detailed field report

    iii.            Facilitate a meeting to discuss final survey results, findings and recommendations and take final inputs from stakeholders

    iv.            Present a well packaged final research report to UNDP and NAC for further dissemination


Schedule of Deliverables and Payments:


Deliverable                                                     No. of Days                                         Payment

Inception report with research protocol               2                                                          20%    

Training of data collectors                                 5                                                            0%

Data collection                                                 10                                                           0%

A detailed field report                                       3                                                            40%

Stakeholder feedback meeting                         2                                                           0%

Final research report                                         8                                                          40%

Total Number of Days                                    30

Reporting and Institutional Arrangements:

UNDP hires and manages the contract to ensure that the assignment is delivered in line with UN values, whilst NAC, through the M&E Director’s office shall provide overall supervision in line with the core objective of the assignment. The consultant will report to the UNDP Capacity Development Officer, and will work closely with NAC and MOHCC focal persons, as well as the AGYW and KPs implementing partners.




  • Demonstrates integrity by modelling the UN’s values and ethical standards.
  • Promotes the vision, mission, and strategic goals of UNDP.
  • Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability.


  • Strong analytical, research and communication skills, including ability to produce high quality, practical and user-friendly guidelines.
  • Professional and/or academic experience in one or more of the areas of international development, public health or related field.

Project and Resource Management:

  • Ability to produce high quality outputs in a timely manner while understanding and anticipating the evolving client needs.
  • Strong organizational skills.
  • Ability to work independently, produce high quality outputs.

Communications and Advocacy:

  • Strong ability to write clearly and convincingly, adapting style and content to different audiences and speak clearly and convincingly.
  • Strong analytical, research and writing skills with demonstrated ability to think strategically.
  • Strong inter-personal, negotiation and liaison skills.
  • Strong training and facilitation skills

Partnership building and team work:

  • Excellent negotiating and networking skills.
  • Demonstrated flexibility to excel in a multi-cultural environment.


Required Skills and Experience


  • Master’s degree or equivalent in International Relations, Public Administration, Development Studies, Economics or related Social Sciences.


  • At least eight (8) years professional experience in M&E and research
  • Relevant experience in KPs and AGYW
  • Solid experience in developing operational research guidelines
  • Strong communication and facilitation skills
  • Experience of Global Fund, UN and / or UNDP policies and procedures highly desirable;
  • Strong experience of programme partnership and collaboration with national institutions is highly desirable.


  • Fluency in English and a local language is a prerequisite

Candidates will be evaluated using a combined scoring method with the qualifications and methodology weighted at 70% and the price offer weighted at 30%. Only candidates obtaining a minimum of 49% (out of 70%) points on the technical qualifications part will be considered for the Financial Evaluation.

Criteria for evaluation of qualifications and methodology (70 points maximum):

  • Relevance of education to the consultancy (10 points)
  • At least 8 years professional experience (10 points)
  • Relevant experience in developing similar guidelines in high-pressure environments (15 points)
  • Solid experience in Key Populations and AGYW programming and research (20 points)
  • Experience of GF, UN and / or UNDP policies and procedures highly desirable (15 points)


Criteria for financial evaluation (30 points maximum):

p = y (µ/z), where, p = points for the financial proposal being evaluated

y = maximum number of points for the financial proposal

µ = price of the lowest priced proposal

z = price of the proposal being evaluated


Payment Method:

Payment: All-inclusive Daily Fee

Payments will be based on the Certificate of Payments that will be submitted at each milestone;

Final payment upon performance evaluation from the direct supervisor.



Individual Consultants are responsible for ensuring they have vaccinations/inoculations when travelling to
certain parts of the country, as designated by the UN Medical Director. Consultants are also required to comply with the UN security directives set forth under All envisaged travel costs must be included in the financial proposal. In general, UNDP does not accept travel costs
exceeding those of an economy class ticket. Should the IC wish to travel on a higher class he/she should do so using their own resources. In the case of unforeseeable travel, payment of travel costs including tickets, lodging and terminal expenses should be agreed upon, between the respective business unit and Individual Consultant, prior to travel.

Application Submission Process:

Step 1: Interested individual consultants must include the following documents when submitting the applications in UNDP job shop (Please note that only 1 (one) file can be uploaded therefore please include all docs in one file):

·        Personal History Form (P11), indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Candidate and at least three (3) professional references (the template can be downloaded from this link:

·        Technical Proposal indicating prosed approach to the assignment

Step 2: Submission of Financial Proposal

·        Applicants are instructed to upload their financial proposals using the Letter to UNDP Confirming Interest and Availability indicating an all-inclusive daily rate in USD using the financial proposal template available here: 

·        The Candidate must provide a link to a website that they have been actively involved in the development and management of together with a description of their role. The term ‘all-inclusive” implies that all costs (monthly professional fees, travel related expenses if applicable, communications, utilities, consumables, insurance, etc.) that could possibly be incurred by the Contractor are already factored into the financial proposal





UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

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