Factors influencing patients’ satisfaction with HIV/AIDS care at Mbagathi District Hospital’s Comprehensive Care Centre-Kenya

Abstract

Patient satisfaction is one of the indicators of quality health care that is given to the users of the service. Patient satisfaction can be used to benchmark delivery of quality services in health facilities more so in the realm of HIV/AIDS. This study was undertaken to investigate patients’ satisfaction with the HIV/AIDS healthcare offered to them at Mbagathi District Hospital’s Comprehensive Care Center (CCC) in Nairobi County Kenya. This was a cross-sectional study which had 440 HIV/AIDS clients as respondents. Data collection was carried out using questionnaire. Patient satisfaction likert score was computed using five elements of satisfaction that required the respondent to respond ‘Yes’ or ‘No’. The maximum attainable score was 5. The patient satisfaction score was classified as full (5 marks) and partial/not satisfied (0 – 4 marks). Analysis of overall satisfaction score ranged from 0 to 5 with a high proportion of the participants (78.6%) scoring 5. Factors that were significantly associated with patient’s satisfaction included; accessibility, medical visits for HIV related services, referrals of patients for further services, and characteristics of healthcare services that contribute to patient satisfaction. Results indicated that female gender was significantly associated with increased patient’s satisfaction with health service delivery (81.9%) as compared to male gender satisfaction (73.2%). Marital status was significantly associated with patient’s satisfaction with health care service delivery as divorced patients were more satisfied compared to married status. Findings of the study indicated there was high satisfaction by the respondents. Health providers should be sensitized to the finding of the various factors that affect patient satisfaction in order to keep patients satisfied with the services they receive. Increasing HIV/AIDS level of satisfaction is extremely essential and inevitable to diminishing the unbearable burden of accessing HIV/AIDS healthcare services in the CCCs.