Table 2 Domains and Indicators for Assessing Youth-Friendly Services

Accessible^a

 • Convenient opening hours (after school, weekends)

 • Distance/availability of transport to facility

 • Services are affordable or free

 • Outreach in the community

 • Awareness of location, hours and services

 • Appointment drop in available

 • Dedicated services (LARC insertion, HIV testing) available at certain times of the day/week

 • Youth-only hours

 • Appointments available online or by text

 • Social media presence for education and services

 • Facilities open during entire posted time

 • Partners welcome

Acceptable^a

 • General satisfaction

 • Provider demographics reflect clients (young, similar gender)

 • Client would recommend the clinic to friend

 • Community members understand benefits and support provision of YFHS

 • Client willingness to return to clinic

 • Clinic has good reputation

 • No corruption in facility

 • All expectations of service are met

Appropriate^a

 • Package of care fulfills needs either at point of develiry or through referral linkages

 • Client has choice of treatment options

 • Data collected to determine young people’s health needs in community

Equitable^a

 • Welcome regardless of age

 • Welcoming services for young men

 • Open to all racial groups

 • Open to all religious groups

 • Welcome regardless of marital status

 • Welcome regardless of relationship status

 • Open to persons of all sexual orientations

 • Females and males receive equal access to family planning services

 • Males and females receive similar service care and respect

 • Policies and guidelines for staff on SRH rights of young people

Effective^a

 • Supplies available onsite (medical testing)

 • Providers are medically competent

 • Provider takes client history

 • Client follows caregivers advice, adherence to treatment

 • Equipment to provide services available

 • Process for ongoing quality improvement

 • Client receives correct treatment

 • Infection control procedures are followed

 • Provider takes appropriate physical examination according to guidelines

Administrative procedures^b

 • Waiting times

 • Choice and availability to be seen with same clinician during return visit

 • Plan for follow up care explained and scheduled

 • Referral care available, explained, and scheduled

 • Sufficient time for consultation

 • Frequency of appointments is convenient

 • Do not need appointment for refills

 • Number of times needed to return to clinic to obtain test results

 • Hormonal contraceptive provision without appointment for pelvic exam

Staff characteristics and compentency

 • Non judgemental

 • Client recieves adequate information from provider

 • Friendly

 • Respectful

 • Welcome/greeting

 • Client has opportunity to ask all questions

 • Listens to client problems

 • Number of staff trained in YFHS

 • Positive attitude

 • Comfort in communicating

 • Provider uses language that is understandable to clients

 • Interested in client

 • Willing to help

 • Provider develops relationship with client

 • Support and supervision for staff available on ongoing basis

 • Responsive

 • Client given time for test results to be absorbed and undertrstood

 • Client is able to express opinion

 • Provider answers questions to client’s satisfaction

 • Explanation of services and treatment

 • Training plan in place that meets needs of staff

 • Provider perceives he/she has sufficient ability to provide services to youth

 • Trustworthy

 • Staff trained on how to communicate with teens over the phone

Confidentiality and Privacy

 • Confidentiality is respected

 • Client consultation cannot be heard or seen by other clients or staff

 • Privacy is respected

 • Staff explains services are confidential

 • Parental consent is not required

 • Consultation is not interrupted by outside staff or clients

 • Passive disclosure of services avoided (being seen in the waiting room discloses reason client is seeking service)

 • Tests are handled confidentialy

 • Privacy asking for services in reception

 • Staff uses shielded language when calling for appointment or follow-up

Educational Activities^b

 • Understandable and accurate SRH materials available

 • Text message for follow-up or education

Environment^b

 • Comfortable

 • Reading and/or entertainment materials available

 • Clean

 • Youth-only space

 • Young people specific décor and materials

 • Private waiting room for young people

 • Ease of finding services within the facility

 • Adequate lighting and ventilation

 • Toilet facility quality

 • Clean piped water

 • Good phone access

 • No overcrowding

Services Provided^b

 • Counselling (prevention, condom demonstration, test results)

 • Contraceptive services

 • STI services (counselling, testing, treatment and prevention)

 • VCT available/HIV services

 • Pregnant and parenting teen services

 • Holistic approach (services available beyond reproductive health including mental, psychosocial, lifeskills etc)

 • Pap smears and pregnancy tests

 • Non-health services (youth development services, domestic violence)

 • Emergency contraception

 • Abortion services

 • Mental heath services

 • Treatment for minor ailments

Youth Involvement^b

 • Youth have input on service delivery

 • Peer educator on staff

 • Youth organize outreach

 • Peer educator program in clinic