MSF Welcome Service Toolkit

What is the Welcome Service?

A differentiated service delivery model to support patients who have difficulty with engaging with ART treatment and services, aiming to support long term retention and VL
suppression.

This toolkit was created for use by facilitators engaging with health care workers (HCWs) to assist them in understanding the importance of keeping patients engaged in health care and the valuable role they play in doing so. These workshops are also aimed at capacitating health care workers with skills to self-reflect and deal with stressors that might prevent them from providing good care.

This toolkit was created based on the work done by the Welcome Service at Medecins Sans Frontiers (MSF) in Khayelitsha South Africa, to address the negative attitudes and behaviours that HCWs may portray towards people who disengage from antiretroviral therapy (ART). However, the toolkit may be adapted to other clinical settings and does not have to be restricted to HIV. For example, for staff who are working with patients who disengagement from non-communicable disease services, helping them to reflect on their own experiences and behaviours as well as empathise with the patients that they are providing services to.

This toolkit is intended to be used as a practical guide for facilitating workshops in an engaging, participatory and creative manner. It includes workshop outlines, detailed activity guides, workshop resources and a slide deck