Management of paediatric and adolescent HIV/AIDS/TB remains a major challenge among health workers especially those in the peripheral health facilities despite Ministry of Health and its implementing partners such as Baylor Foundation-Uganda’s deliberate efforts.

In response to this, the Baylor Foundation- Uganda established the National Paediatric and Adolescent HIV/AIDS/TB Call Centre On December 1^st 2015 to provide consultative services in the domain of pediatric and adolescent HIV/AIDS/TB management.

1. Why was the Call Center established?

A: Management of paediatric and adolescent HIV/AIDS/TB remains a major challenge among health workers especially those in the peripheral health facilities despite Ministry of Health and its implementing partners such as Baylor Foundation-Uganda’s deliberate efforts.

In response to this, the Baylor Foundation- Uganda established the National Paediatric and Adolescent HIV/AIDS/TB Call Centre On December 1^st 2015 to provide consultative services in the domain of pediatric and adolescent HIV/AIDS/TB management.

The Call Centre’s main objective is to “Provide real-time paediatric and adolescent HIV/AIDS/TB technical responses to consultations raised by health workers and clients across Uganda”

1. What is the Call Center’s geographical coverage?

A: Currently, the Call Centre is a National toll-free line that covers the whole country. To date, it has received calls from over 100 districts in Uganda, representing 84% coverage.  Since 2016 to date, the call center has received over 33641 calls from both clients and health workers. The majority (80%) of the callers are clients and are segregated in the map below.

NB: In the year 2020, due to the outbreak of the COVID-19 pandemic, many of the clients could not access the health facilities and so the call center was very instrumental in providing online counselling, linkage and referral as well as drug deliveries which describes the rise in the number of calls in 2020.

1. What are the hours of operation for the Call Center?

Ans: The call center operates 24 hours, seven days a week.

1. What services does the Call Center provide?

Ans: The call center provides consultations on;

• HIV/TB technical support for healthcare workers nationwide.
• Linkages and referrals.
• Voluntary Medical Male Circumcision (VMMC).
• Research Studies
• HIV Self-testing inquiries from all over the country
• Key populations like the MSM and Female sex workers among others.
• Any other inquiries about HIV/TB from the general public.

1. Who are the target audiences for your services?

Ans. The following are our target audiences for the Call Centre;

• Health workers in the ART clinics.
• HIV positive clients.
• General public (Everyone at substantial risk of getting HIV).

1. Your main business is about calls. How do you follow up with the clients who call you?

The Call Center has systems that support the follow-up of clients who have contacted us. The customer relationship manager can keep the client’s data such as the phone number, the reason for calling, and the resolution that was made. Based on what question the client asked and the resolution given we gauge whether it is crucial to follow up or not.

• Clients are asked questions based on a standard designed questionnaire and Net promoter score measured to see their rate of satisfaction.
• Feedback is also collected from healthcare workers to find out how the patients they consulted on are faring and basing on the finding  we provide further guidance  and

1. What impact have you had with the services you offer?

• The call center has been very instrumental in ensuring that the 95 95 95 UNAIDS targets are achieved through offering knowledge on how to know your HIV status by testing, the need for ART therapy, and ensuring that clients are virally suppressed. Clients receive all this information online.
• Our recent Net Promoter Score (NPS) from the client closed loop feedback calls is at 72%. This indicates that the clients are satisfied with the service they receive on the helpline. They are also willing to promote the service to other people.
• We have recorded success stories of health workers who have received tremendous assistance online by talking to the doctors in the call center.
• Clients have been helped with drug deliveries, counseling, and guidance online.
• The Call Center has enabled HIV treatment continuity by helping clients on ART with knowledge of how to adhere to medication.
• We have supported clients on issues such as circumcision, Pre-Exposure Prophylaxis (PrEP), and post-exposure prophylaxis (PEP) which are key to HIV prevention.
• The call Centre has assisted in Promoting early HIV detection HIVST services and counseling
• Supported Improved treatment adherence, through supporting health care workers across  the  country  to  manage  HIV clients  using  the  standard  guidelines
• Reducing stigma associated with HIV and tuberculosis through  providing  easy  and  confidential access  to HIV information.
• Facilitated referrals to healthcare facilities

1. What plans do you have for the Call Center?

• The Call Center is moving steadily. We plan to ensure its services continue without a hitch by unceasingly promoting the line to the target audiences. We continue to share constant reminders to the old clients to utilize the service.
• Continuous support to clients online 24/7.
• Expanding call Centre services to support other areas
• Devising ways of bring in funding to  support call Centre  activities ie grant writing , corporate  sponsorships , fundraising events  , donor engagements  , Partnerships: Collaborate with other organizations, NGOs, or healthcare institutions to pool resources and secure funding for call center operations.

1. Who are your partners and how do you work with them?

A: At the district level, we work with the District Health Officers to  help with implementation of the service. The Government through the Ministry of Health is crucial for policy guidance. We partner with Non-Government Organizations to assist in active collaboration during activities and health workers in facilities offering ART to carry on with the online consultations.

In the communities, the Community-Based Organizations that support HIV are instrumental in educating the masses at the community level. The media have been helpful in promotion of the service.

2. Over the years, what learnings can you share with us?

• Lot of myths about HIV that need to be clarified for example how HIV is prevented, how it is spread, and the treatment like HIV is spread through Saliva, How one can not catch HIV if they play sex while Standing etc
• There is a knowledge gap among healthcare providers at different levels regarding HIV treatment and management. There is a constant need to provide expert knowledge.
• The public needs to be sensitized about HIV prevention services like PrEP and PEP, and where to access it if they need it.
• The Ministry of Health needs to engage more partners to institute more toll-free services in the health sector to increase awareness of how to prevent and treat disease outbreaks.
• Constant awareness campaigns about the availability of toll-free services are crucial in Uganda. People need knowledge on prevention, treatment and how to stay healthy.
• Referral services: It is vital for call center staff to be well-informed about health facilities nationwide that provide ART and have contacts for appropriate referrals when necessary.
• Knowledge and training: Continuous education and training are crucial to ensure that health workers remain updated on the latest developments in HIV/TB treatment, prevention, and care.