Client satisfaction of antiretroviral therapy service delivery: A cross-sectional study at an antiretroviral therapy center

Abstract

Context: People living with HIV (PLHIV)/AIDS are faced with the task of maintaining optimal health status despite an increasing insult to their immune status. Antiretroviral therapy (ART) centers provide comprehensive services to all PLHIV enrolled under the program. Patients with higher satisfaction levels may also have improved health outcomes. Aim: The aim of this study was to assess the client's satisfaction on ART service delivery and to identify the factors associated with client's satisfaction. Settings and Design: This was a facility-based, cross-sectional study. Materials and Methods: The study was conducted from August to October 2018 at the ART center of Rajamahendravaram. A total of 485 HIV-positive clients above the age of 15 years on ART for >6 months were selected by systematic random sampling after taking informed verbal consent. Data were collected by interviewing with the help of a validated structured English-version Likert-scale questionnaire, that is, University of Gondar College of Medicine and Health Sciences Institute of Public Health Pro forma. Statistical Analysis Used: Binary logistic regression and Chi-square test were conducted to identify the association between the explanatory variables and outcome variables (patient satisfaction). Results: The mean age of the clients was 39.6 ± 9.9 years. The overall satisfaction rate among the clients was 92.6%. Age, marital status, education, family income, socioeconomic status, and the waiting period to see the doctor were statistically significantly associated with the level of satisfaction of the clients ( P < 0.05). Conclusion: The present study shows high levels (92.6%) of client satisfaction with services provided at the ART center, Rajamahendravaram. This motivates the health-care workers, program planners, and policymakers for a better continuum of care.

Facilitating person‐centred care: integrating an electronic client feedback tool into continuous quality improvement processes to deliver client‐responsive HIV services in the Democratic Republic of Congo

“…Clients identified appointment wait times, stigma, confidentiality and VL services (specifically long turnaround times [TAT]) as the highest priority issues to be addressed at these facilities, which align with service delivery aspects that tend to be predictors of client satisfaction [ 16 , 17 , 18 ]. Additional recommendations included more flexible physical access to facility compounds and more welcoming waiting rooms.…”

Literature Review on Patient Satisfaction in Antiretroviral Treatment Services

“…articles are eight research articles (Tran et al, 2019); (Tawiye et al, 2021); (Somi et al, 2021); (Adissu et al, 2020); (Atsebeha & Chercos, 2018); (Wung et al, 2016); (Nikitha & Sushant, 2021); (Molas et al, 2022) with the results that most of them were satisfied with the services received but in the study (Abebe et al, 2016) this did not match the results of this study because (Atsebeha & Chercos, 2018;Tran et al, 2019;Adissu et al, 2020;Mekonnen et al, 2021;Nikitha & Sushant, 2021;Tawiye et al, 2021;Sekandi et al, 2023). The results of the analysis of research articles from Atsebeha and Chercos (2018)…”

“…explain that the age group of 36-45 years is more likely to feel satisfied than the age group of 18-25 years, similar to the results of research byAdissu et al, (2020);Tawiye et al, (2021);Sekandi et al, (2023) who also explained that patients over 35 years of age were associated with increased satisfaction with antiretroviral treatment services. Younger patients are impatient and expect more information about their condition and prognosis(Nikitha & Sushant, 2021).Older patients are generally more open, and older patients have lower demands and expectations, so they feel satisfied more quickly(Arifin et al, 2019). According to researchers, age is related to service satisfaction because differences in perspective and acceptance of service at age are influenced by emotion.The research results(Nikitha & Sushant, 2021) found a relationship between education level and satisfaction with ARV treatment services.…”

“…Younger patients are impatient and expect more information about their condition and prognosis(Nikitha & Sushant, 2021).Older patients are generally more open, and older patients have lower demands and expectations, so they feel satisfied more quickly(Arifin et al, 2019). According to researchers, age is related to service satisfaction because differences in perspective and acceptance of service at age are influenced by emotion.The research results(Nikitha & Sushant, 2021) found a relationship between education level and satisfaction with ARV treatment services. In line with studies(Tran et al, 2019;Mekonnen et al, 2021; Sekandi et al, 2023), patients who did not attend formal education and completed primary education are more likely to be satisfied.…”

Dimensions, social and healthcare setting determinants of client satisfaction for HIV/AIDS services: a systematic review

“…Authors collected data between 1988 (27) and 2019 (28), and published it between 1993 and 2021. According to the WHO region, 42 articles were published in Africa (19,22,23,, 9 studies in the South-East Asia (18,(67)(68)(69)(70)(71)(72)(73)(74), 9 studies in the America (7,27,(75)(76)(77)(78)(79)(80)(81), 4 in the Western Pacific (20,(82)(83)(84) and 2 in the European (21,85) region. Specific to country, 17 were from Ethiopia, 12 from Nigeria, 7 from India, 6 each from South Africa and the United States of America, 3 from Tanzania, 2 each from Brazil, Vietnam and Zambia, and 1 each from United Kingdom and Kenya, Australia, Cameroon, Canada, China, France, Kenya, Russia, and Thailand.…”