and another, so there’s very little privacy. We are already out as trans people; we can’t hide. People can see you even if you are not out. Being in that facility makes us feel looked at and stared at.” 4. Human resource capacity has an effect on the acceptability and appropriateness of services to key populations. In as much as facilities claim that the entire facility has been sensitised, certain staff members are designated and recognised as “KP-specialists”. Their expertise and sensitivity are not universally distributed across the staff complement. As a result, when these unofficial specialists are not available, clients avoid seeking care from other members of staff. At the same time, these specialists are not exclusively dedicated to KP-services; they occupy other roles within the facility, with the general population of service-users, and are not always available on demand to key populations clients. “At Wilkins, there are special people to give us services. But because that’s not spread across the whole institution, services for us are understaffed. They have to call staff from the main clinic to see us and this increases the time we have to wait there.”5 “At PSI (Bulawayo), the KP-Officer is available, but not all the time. That person is also a general counsellor giving services to a lot of other people, not only LGBT people.” “[for PSI Harare] People are reluctant to approach other staff members because the quality of care is poor. If Aunty Mavis is not there, we go home with our STIs.” 5 “Wait time” is not only about the inconvenience of waiting. It is also about increased duration of public visibility and increased exposure to stigmatising behaviour. It becomes a deterrent to staying, and a deterrent to returning for follow-up care. PERCEPTIONS, PERSPECTIVES Access to facility-based health services for LGBT people in Harare & Bulawayo, Zimbabwe: A Situational Analysis 36