Table 1. Mystery Client Scripted Scenarios and Debrief Checklists.

Scenario for Mystery Clients	Checklist for Mystery Client Debrief
Information regarding STIs: For a youth who is concerned about STIs after having had sex few days ago with a new partner. The youth did not use a condom during the sexual intercourse. His/her motivation to come to the health facility came from hearing from a friend that the partner has STIs. But the youth does not yet have any signs or symptoms. The youth is also worried that his/her parents would find out. The youth is sexually active and has had intercourse with more than one partner. S/he has very limited knowledge on the signs and symptoms of STIs. The only symptom the youth has heard of is genital itching.	Empathetic welcome?
	Identification-name, age, address, marital status?
	Problem: signs and symptoms?
	Steps taken before going to the health clinic?
	When was the last sexual intercourse?
	Experience in condom use?
	Number of sexual partners?
	Any other health problem?
	How did the health provider receive you?
	Did you feel comfortable communicating with him/her?
	Did health provide give you advice on how to address your incident in future?
	Did health provider have an encouraging aura or was he/she negative?
	Did you feel ridiculed in any way by what the health provider told you? If yes, what did he/she say?
	Was there any negative comment directed to you or your appearance e.g. dressing, your age, your gender? If yes, which?
	Examination (request for examination, counselling on examination)?
	Counselling (share findings, reassurance, partner notification condom advice)?
	For females only (if asked about having children, use of any contraception, last menstrual period, about the history of lower abdominal pain during menses?)
Condom request: The youth went to the health unit for condoms because s/he is sexually active. S/he has heard about STIs/HIV and that condoms may prevent them. The youth also heard that they are free at health units. However, the youth has heard many strange rumours about condoms including the notion that condoms contain HIV or that they have holes.	Empathetic welcome?
	Identification: name, age, address, marital status?
	Have you ever used/seen a condom?
	Condom demonstrations?
	Condom provision?
	Correction of myths?
	Conclusion?
	Did you feel ridiculed in any way by what the health provider told you? If yes, what did he/she say?
	Was there any negative comment directed to you or your appearance e.g. dressing, your age, your gender? If yes, which?
	Did health provider have an encouraging aura or was he/she negative?
	Did you feel comfortable communicating with him/her?
General Family Planning: 16 year-old school going youth visits the facility to obtain information on family planning services. The youth tells the provider that s/he has never had intercourse before. A schoolmate has been her/his girlfriend/ boyfriend for six months. Currently, the youth is feeling pressured by her/his girl/boyfriend to have sexual intercourse. The youth believes that if she/he does not accept s/he will leave her/him. S/he wants to avoid pregnancy to herself/his partner but knows very little about contraceptives. The youth has only heard of the pill and has many erroneous ideas about its use and possible side effects. The youth does not dare to talk with her/his parents about the problem, because they are very strict and would not appreciate this kind of relationship.	Empathetic welcome?
	Identification: name, age, address, marital status?
	If asked for problem?
	If asked about last menstrual period?
	Recommendation from a service provider?
	Different contraceptives mentioned by the service provider?
	Detailed explanation concerning the different FP methods?
	Opportunity to choose the method preferred by the client?
	Explanation of the method chosen?
	Conclusion?
	Did you feel ridiculed in any way by what the health provider told you? If yes, what did he/she say?
	Was there any negative comment directed to you or your appearance e.g. dressing, your age, your gender? If yes, which?
	Did health provider have an encouraging aura or was he/she negative?
	Did you feel comfortable communicating with him/her?