HIGHLIGHTS
SUMMARY
This study reports on formative qualitative research on patient and HW perceptions of quality in ART service delivery, with a focus on the dimensions of safety, patient-centeredness, accessibility, and equity. In Zambia, HWs spoke about emotional and cognitive barriers to providing patientcentered care such as beliefs that "punishment works" to motivate patient compliance, that provider authority should be reinforced rather than emphasizing empathy or shared decision-making, that patients cannot be trusted, and that they are overwhelmed and tired and unable to do more to cater to patients. Both noted the use of . . .
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