Abstract
BackgroundClient satisfaction is a vital component and main concern intertwined with strategic decisions in service provisions. To improve efficiency of services, eliciting the opinion of users about the available services and identifying factors associated with dissatisfaction is very critical. Thus, the main objective of this study was to assess the perceived levels of clients’ satisfaction with health services at ART clinic level in health centres of Tigray Region in Ethiopia.MethodsCross sectional study was conducted from May to June 2013 in Tigray Region ART clinics. A total of 714 ART care user were included in the study using both purposive and probability sampling technique. Data was collected by using structured questionnaire and the collected data was analysed using Statistical Package for the Social Sciences (SPSS) version 16.0. Crude and Adjusted logistic regression analyses were carried out to identify the associated factors underlying perceived levels of clients’ overall satisfaction. Finally, the results were presented with table as well as odds ratio (OR) and 95 % confidence interval (CI).ResultsA total of 714 study participants were enrolled in this study. An overall satisfaction level of 89.6 % was reported by ART care service users. Higher scores of satisfaction of services provisions were reported for courtesy and respect (95.80 %) followed by privacy (93.28 %). On the other hand, respondents’ dissatisfaction was rated 35.32 % for toilet cleanliness followed by 26.19 % for availability of additional drugs. As for overall satisfaction and associated factors, adjusted logistic regression analyses showed that marital status [AOR = 2.01 (95 % CI: 1.11, 3.60)], educational status [AOR = 3.13 (95 % CI: 1.15, 8.53)], travel distance to reach health centre [AOR = 3.59 (95 % CI: 1.23, 10.50)], toilet cleanliness [AOR = 2.22 (95 % CI :1.62, 6.32)], and ART drug availability [AOR = 2.60 (95 % CI :1.18, 6.52)] were found to have influence on overall ART service satisfaction status.ConclusionsThis study revealed high level of client satisfaction rate and were associated with preventable and modifiable factors such as marital status, educational status, travel distance to reach health centre, toilet cleanliness and ART drug availability. Therefore, countermeasures such as increasing access to ART service, availing clean toilet and ART drugs may further increase client satisfaction level in the region.
Highlights
Client satisfaction is a vital component and main concern intertwined with strategic decisions in service provisions
Source and study population The source population for this study was all people living with Human immunodeficiency virus (HIV) (PWHA) and the study population were all ART care service beneficiaries in Tigray region/ Ethiopia
On the other hand this finding is similar to other satisfaction surveys, for instance, a study conducted in Ethiopia at Jimma University Specialized Hospital on client satisfaction with antiretroviral therapy services showed that most of the questions on level of satisfaction regarding the skill, attitude and interaction of ART staffs were answered positively [12]
Summary
Client satisfaction is a vital component and main concern intertwined with strategic decisions in service provisions. The main objective of this study was to assess the perceived levels of clients’ satisfaction with health services at ART clinic level in health centres of Tigray Region in Ethiopia. HIV infection has globally claimed over 20 million lives, and currently over 34 million people carry the infection [1]. Even though AIDS remains a global pandemic, Ethiopia is one of the highly affected Sub-Saharan countries [2]. Ethiopian Demographic and Health Survey of 2011 [3] indicated an HIV prevalence of 1.5; which differs geographically: urban adult HIV prevalence was 4.2 % while rural adult HIV prevalence was 0.6 %. According to EDHS (2011) [4] estimates there are nearly 789,900 people currently living with HIV/AIDS (607,700 adults and Tessema and Adane BMC Health Services Research (2015) 15:368
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