Client satisfaction: correlates and implications for improving HIV/AIDS treatment and care services in southern Ethiopia.

Abstract

Satisfaction with services is a qualitative but important measure of the fit between clients and care providers and is also a measure of the outcome of treatment. This study investigated the level and correlates of client satisfaction with HIV care. A cross-sectional questionnaire-based study was conducted on 485 people using HIV/AIDS treatment and care services in six health facilities in Wolaita Zone of Ethiopia from November 2014 to March 2015. A total of 222 (45.8%) and 263 (54.2%) of the participants attended care at the health centers and hospital, respectively; 192 (39.6%) visited traditional medical practitioners. Seventy-five (15.5%) of the participants suffered probable mild to major mental depression. In total, 342 (70.7%) said that the quality of care was good and 224 (46.4%) were satisfied with the services. In multivariate analysis, probable mental depression, health system responsiveness, perceived quality of care and type of health facility were independently associated with satisfaction with HIV care (p<0.05). Healthcare systems need to improve the responsiveness and quality of HIV care, and integrate a mental health care component to achieve higher client satisfaction. Further studies on the types of health facilities (between health centers and hospitals) in relation to satisfaction with services are recommended.