The Kutabila Platform serve at the forefront of the HIV response, fielding complaints, resolving issues and ensuring satisfaction at every point of the client journey. Between 1 January 2021 and 31 June 2021, the toll-free call centre alone received a total of 5198 calls. Most callers during the reporting period had issues around access to health services. This included issues of non-communicable diseases services for PLHIV. This was followed by concerns around ART availability where the issues around second line medicines were a cause of concern to users. Sexual and reproductive health and rights issues also had several issues that were raised that included access to condoms, family planning services and cervical cancer screening. Significant number of callers had issues around stigma and discrimination which can be a barrier to access to services. Similarly, a cause of concern were issues around gender-based violence and referral pathways.

Kutabila Virtual Platform Impact on Health Service Provision

STIs are on the rise in Bindura. In January 2023 a rapid assessment conducted by the Zimbabwe National Network of People Living with HIV (ZNNP+) Mashonaland Central Province in partnership with the Environmental Health Team (EHT) under the Ministry of Health and Child Care found that 23 men aged between 17 to 45 had contracted sexually transmitted infections (STIs) from one person.

The demographic (students, artisanal miners, KPs etc) characteristics in Bindura has caused a general fear of HIV and STIs among the general population. In April 2023, Collin (not real name) called through the ZNNP+ Kutabila Mashonaland Central Platform supported by Deutsche Gesellschaft für Internationale Zusammenarbeit GmbH (GIZ) under the Backup Health Project reported that he had an STI that was seemingly difficult to treat. He had been treated with cypromycin, benzathine, cyprofloxacyn, erythromycin, doxyclin but there was no reprieve on the ‘STI’ after visiting Mt Darwin and Concession Hospitals, Chidembo and Madziva Clinics respectively. He was referred to private doctors who also gave him prescriptions and an instruction to visits Bindura Provincial Hospital on a particular date. The caller however did not have the consultation fees to go to Bindura Hospital. The Mashonaland Central Kutabila Platform agent consequently referred Collin to see Doctor E. Nyazika at Trojan Mine clinic who agreed to do a free consultation.

The tests conducted revealed that the caller had no STI but a phobia. It highlighted a fear that several people may suffer - venereophobia - which is a fear of venereal diseases. This condition. can medically and psychologically lead to thanatophobia/STI/ paranoia anxiety with somatic symptoms and can lead to high viral loads, and moods outbursts in PLHIV.

More on Kutabila

"Apart from the routine data collection, the Kutabila Platform was employed in conducting a deep-dive on COVID-19 related stigma and discrimination in Matabeleland North and South provinces. It also received nominations for the PEPFAR Heroes Awards, created demand for outreach services through partnership with OPHID, JF KAPNEK, Zim-TTECH and other Zim-PAAC consortium partners. The platform was a channel of consultations with PLHIV and communities on various important developmental processes such as the PEPFAR COP21, the Global Fund COVID-19 Response and the Zimbabwe United Nations Sustainable Development Cooperation Framework (UNSDCF) (2021-2026). Whilst ZNNP+ and partners are working on add-ons to the Platform most of the clients covered in our weekly client satisfaction surveys said they trusted the Kutabila Platform and had a good experience with the reception and friendly service. The earmarked add-ons to be implemented in the second-half of 2021 are a broad client database to enable quick tracing, an integrated virtual health facility characterised by seconded professionals proving wide range of services from clinical, legal aid and psycho-social support. ZNNP+ invites partnerships across the sector to ensure the sustainability of the Kutabila Platform which strikes as a game-changer within an array of differentiated service delivery models. "