Client Satisfaction: Understanding its Predictors to improve HIV treatment and care in a tertiary facility southwestern state, Nigeria

Abstract

Objective: Human Immunodeficiency Virus (HIV) infection is a major public health concern. Frequent hospital visits are needed on the part of the patient to achieve decreased prevalence, the efficacy of antiretroviral therapy (ART), and viral suppression. Patient satisfaction is needed to achieve the aforementioned outcomes of care. This study, therefore, was conducted to assess clients’ satisfaction and perception of the quality of HIV/AIDs services and to elicit factors associated with dissatisfaction. Method: A cross-sectional survey was done using a systematic sampling method to select the study population. Data were analyzed by descriptive statistics, chi-square test, and logistic regression at a p-value set at < 0.05. Results: Most of the respondents (34.4%) were within the age range of 36- 44years. The mean age was 42.1± 11.5years. The overall satisfaction was 85.6%. The majority of respondents (95.2%) affirmed that the quality of care received was good. Unavailability of HIV educational materials was shown to predict clients’ satisfaction more than other factors with 3.545; 95% CI: 1.519 - 8.275; p = 0.003. Likewise, clients who perceived health workers to be non-accepting and judgmental are 3.6 times more likely to be unsatisfied with HIV services provided compared to those who do not (3. 580; 95% CI: 1.264- 10.141; p = 0.016). Conclusion: The study demonstrated impressive overall clients’ satisfaction with services provided at the health facility and the quality of care. Attention must be paid to the availability of HIV materials and training and retraining of staff to reduce stigmatization and discrimination against patients.

Keywords

• Client satisfaction
• Quality of care
• HIV
• Determinants
• Patients