The Role Of Client Feedback, Non-referral, And Facility Supervision On Client Satisfaction With Antiretroviral Services In Abuja, 2015
IntroductionIn many developing countries including Nigeria, the private sector has been identified as the main care provider for HIV infection. However technical weaknesses still exist, which have the potential to impact patient satisfaction negatively. Our aims were to describe the characteristics of private health facilities used by ART clients in FCT and determine which health system factors influenced client satisfaction.MethodsThree hundred and thirteen clients on antiretroviral therapy
... e selected randomly from 6 health facilities via multistage random sampling. Proportions, frequencies and means were used to summarize data. We examined the relationship between health system characteristics and client satisfaction with odds ratios and estimated the model for satisfaction via binary logistic regression, with p set at ≤ 0.05.ResultsA total of 259 (82.7%) respondents were satisfied with the services. A total of 299 (95.5%) respondents utilized secondary care private hospitals. Health system factors associated with client satisfaction were obtaining patient feedback [OR:5.5, 95%CI:1.3-23.3] and provision of ART services for at least 5 years [OR:3.3, 95%CI:1.8-6.1]. ART clinics with at least one adherence counsellor[OR:3.2, 95%CI:1.6-6.1] and liased with community-based ART health workers[OR:3.3, 95%CI:1.8-6.1] had higher odds of satisfying their clients. Referral of ART patients to other hospitals[OR:0.22, 95%CI:0.07-0.7] due to unavailability of some ART-specific services was associated with dissatisfaction.ConclusionMajority of the ART clients in private hospitals were satisfied. Collecting client feedback on ART services provided should be prioritized and the range of HIV treatment services provided in private hospitals be increased, to reduce patient referrals.