Background
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Because of improved testing, linkage and treatment to meet the global 95-95-95 treatment targets (95% of HIV-positive patients know their status, 95% are on treatment and 95% have suppressed viral loads),Accurate and pragmatic measurement of the patient experience poses a range of challenges. Patient experience exit surveys are prone to social desirability bias because of power dynamics in healthcare. Empirical studies of satisfaction, for example, are widely believed to overestimate patient satisfaction.Standardised patients (SPs), also known as ‘mystery clients’ or ‘simulated patients’ have largely been used to assess quality of care in developed countries, as well as in assessing customer service in the retail industry.