Table 1.

Summary of HIV service interruption by domains

Domains	Sample quotes from the clinical reports
Operation (operation days and times)	“Our main site is operating on normal business hours (satellite sites are currently closed).” “Testing by appointment on Tuesday 9a-12p & 1p-4p. In clinic provider appointments on Monday and Thursday 9a-3p, Telehealth appointments Tuesday, Wednesday and Friday from 9a-3 pm. Clinic staff are available to answer phones every day from 8:30-5:30. Pharmacy is open Monday, Tuesday and Thursday 8:30-5:30, via phone Wednesday and Friday.” “Restricting face-to-face visits, restricting patients only to building.” “Closed for 14 days; M is checking and responding to emails remotely” “Currently, offices are operating on normal hours with some limited closures for evening hours based on staffing per day.” “As of May 18, 2020 New Horizon Family Health Services will begin seeing patients in the office setting with continued reduced hours of operation.” “Office is closed. Working remotely.” “Staff in office for services Monday, Wednesday, Friday 9a-1p. All staff available 8:30-5 by telephone. Using telehealth for most medical appointments, otherwise Tuesday 3P-7P and Thursday 10a-2p. Testing on Thursday 3-7PM and 1st and 3rd Saturday 10-2 PM. Limited in office visits. …Telephone messages checked 4 times/day. On call staff available 24/7.” “Limited office appointments, all MCM's are working in the office full-time as of Monday, June 1, 2020.”
Protection measures (for healthcare workers, staff and visitors)	“[***] has resume our regularly work schedule with taking precautions and practicing social distances in the office.” “All staff are screened daily when entering the building and wearing masks. Patients entering the building are screened and also wearing masks.” “All patients are required to wear a mask when entering the facility.” “Patients/clients/employees are required to wear masks in all locations & facilities. We have sufficient stock to provide masks to those without.” “Patients are COVID-19 screened & triaged prior to entrance into clinic.” “We request patients to practice social distancing, self-social isolation, and wear a mask while in clinic for appointments.”
Service provided	“We are providing curbside/drive thru COVID-19 testing on-site and partnering with DHEC to test within the community. We continue to provide medical care, behavioral health and dental services using telehealth and in person visits. MCMs are providing case management services over the phone and in the office when needed. We are assisting with food cards, personal pantry and housing services/support as needed. Prevention is providing [HIV] testing services on-site” “We have also resume(d) testing and have giving appointments if a person calls prior but will not turn away walk-ins…. We are accepting new referral for HIV treatment and primary care.” “Prevention services continue to be available by appt only; however, they began providing testing services at alternative sites on June 1.” “Patients who must have face-to-face appointment with provider we are still open.” “Are limiting patients coming to the office and exploring other options such as the Healow app and telehealth visits. Our dental offices are only seeing patients for emergency visits at this time.” “Newly diagnosed patients are being seen in clinic. Patients requiring sick visits are also being seen.” “Appointments are encouraged, however walk in care will be available on a limited basis. All pharmacy services also available. Ryan White Program is fully staffed and routine clinic hours are in place. Patients can be seen with an appointment for ID as well as Lab services.” “Introduced online request systems for rent, food, and clothing assistance; online scheduling for tax assistance; no change to HIV connected services at this point other than requesting partners not drop off applications in person.” “Medications are being delivered as needed. Any of the MCM's can be reached via telephone and email.” “We are still accepting new referrals and will maintain adequate staffing. We have discontinued support groups and home visits but all other services remain the same.” “Staff is in the office conducting client appointments by telephone. We are accepting referrals and scheduling/completing intakes & appts for emergency financial assistance and providing supportive services as needed (e.g. medication pick up/delivery, food banks). We've temporarily suspending home visits & support groups.”
Telehealth and apps availability	“We are still doing some telehealth and telephone visit as needed.” “Patients are offered telehealth appts & medication refill appts are also being offered via telehealth and telephone.” “We have virtual visit capabilities for all patients with regular follow-up appointments if patients have computer and internet access at home. For Ryan White patients, MCMs will bring laptop and hot spot to the patient's home, get them online with provider and step out of the room…. We are using the Polycom Bridge system for virtual visits.” “Continuing to utilize telehealth options versus in-person visits where possible.” “Utilizing Healow as much as possible. “
Healthcare provider availability	“Effective June 8, 2020: MCMs working from home using remote desktop to access PE, email etc. and telephone extensions forwarded to their respective cell phones; MCMs are rotating working "in office" at least two days a week (7 per day) providing services by appointment only. Medical providers practicing telehealth as appropriate and seeing patients face-to-face as necessary. Contract ID provider seeing patients (face to face) in AD office, while 2 part-time providers are practicing telemedicine…. Clinical CM "in office" to assist provider(s) 4 days/wk.” “MCMs are reaching out to clients who haven't picked up meds and offering medication delivery upon request. Housing Case Manager & MCMs continue to provide housing and referral services. Our Housing facility operating as usual; Behavioral health provider returns to office full-time this week & continues to offer services by teleconference and face to face.” “No office appts for MCM, all MCMs working remotely from home, they VPNs obtained from DHEC for access to PE.” “Effective June 1st more staff will be called back into the office.” “Approximately half of the staff are back in the office.Others are still working from home remotely to contact our patients for appointments and any immediate needs. “ “Most providers are now back to seeing patients in clinic along with virtual visits.” “The front office will be open on a reduced schedule AH is the Office Manager on Duty. This is to facilitate Case Management staff and medication pick up and other essential support services for clients. Decisions going forward will be made daily/weekly as to our re-opening with full staffing. All staff available via email/phone we are working via remote.”

Note: All the identifiable information (e.g., names or locations) were removed in the quotes to protect the identity of the respondents