Main Article Content
Background: Patient perception and satisfaction is an indicator used to evaluate the quality of healthcare. This study aimed to assess patients’/caregivers’ perception and satisfaction with outpatient HIV services.
Methodology: This was a cross sectional study carried out at the Paediatric HIV clinic of the University of Port Harcourt Teaching Hospital, Port Harcourt, Nigeria. Purposive and convenient sampling methods were used to recruit 152 out patients just before they exit the outpatient department (OPD). Exit interviews were conducted with a three-point Likert scale using a Pretested self-administered questionnaire. Participation was voluntary and consent was obtained from all participants. Obtained data was analysed using epi info version 7, Chi-square test was used to test the association between the overall satisfaction level and sociodemographic characteristics of the patients. Statistical significance for the chi-square test was set at p< 0 .05.
Results: A total of 152 caregivers/patients participated in the study, only 31 (20.4%) were patients, aged 15-18years, 77 (50.7%) were aged from 26 and 41 years, 111(73%) were females, 99 (65.1%) were married and 76(50.0% had secondary level of education. Majority of the patients (130, 85.53%) were satisfied with the provider interpersonal skills followed by the physical environment at the OPD (118, 77.63%). However, only 53.29% were satisfied with the waiting and consulting time. The overall satisfaction rate was 73. 68% based on the three domains measured. The results showed a statistically significant association between the overall level of satisfaction and the female gender (X2= 4.67, p = 0.0306) and those with tertiary educational level (X2= 14.48, p= 0.0001) of the patients/caregivers.
Conclusion: The level of satisfaction with outpatient HIV services at the UPTH is high. Program managers review of patients’ appointment time and use of electronic consultation tool will reduce the consulting and waiting time and further improve patient’s satisfaction.
Prakash B. Patient satisfaction. J Cutan Aesthet Surg. 2010;3(3):151–6.
Mukhtar F, Anjum A, Bajwa M, Shahzad S. Patient satisfaction. Prof Med J [Internet]. 2013;20(6):973–80.
Onyeonoro UU, Chukwu JN, Nwafor CC, Meka AN, Omotowo BI, Paul NI et al. Evaluation of patient satisfaction with tuberculosis Services in Southern Nigeria. Health Services Insights. 2015;8:25–33.
Jackson JL, Chamberlin J, Kroenke K. Predictors of patient satisfaction. Soc Sci Med. 2001;52:609–620.
Schoenfelder T, Klewer J, Lugler J. Determinants of patient satisfaction: A study among 39 hospitals in an in-patient setting in Germany. Int J Qual Health Care. 2011;23(5):503–509.
Khamis K, Njau B. Patients’ level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania. BMC Health Serv Res. 2014; 14(400):1–8.
Goyal P, Kumar D, Dixit S, Srivastav S, Singh A, Goyal P, et al. Essential criteria for quality OPD services as perceived by patients in a tertiary care hospital in Faridabad City. Int J Res Med Sci. 2016; 4(2):441–5.
Ahmed T, Assefa N, Demisie A, Kenay A. Levels of adult patients’ satisfaction with nursing care in selected public hospitals in Ethiopia. Int J Health Sci (Qassim). 2014; 8(4):371–379.
Bakar C, Seval Akgün H, Al Assaf AF. The role of expectations in patient assessments of hospital care: An example from a university hospital network, Turkey. Int J Health Care Qual Assur. 2008;21(4):343– 55.
Atinga RA, Abekah-Nkrumah G, Domfeh KA. Managing healthcare quality in Ghana: A necessity of patient satisfaction. Int J Health Care Qual Assur. 2011;24(7):548– 63.
Abdul-Malik A, Shamsudeen M, Osman AI. Patients' Perceptions and satisfaction with outpatient healthcare services in a public healthcare facility: Results from a Patient Exit Survey in Ghana. Journal of Advances in Medicine and Medical Research. 2018; 28(1):1-8. Article no.JAMMR.45003 ISSN: 2456-8899 (Past name: British Journal of Medicine and Medical Research, Past ISSN: 2231-0614, NLM ID: 101570965)
Aldana JM, Piechulek H, Al-sabir A. Client satisfaction and quality of health care in
rural Bangladesh. Bull World Health Organ. 2001;79:512–7.
Adhikary G, Shawon SR, Ali W, Shamsuzzaman M, Ahmed S, Shackelford KA, et al. Factors influencing patients’ satisfaction at different levels of health facilities in Bangladesh : Results from patient exit interviews. PLoS One. 2018; 5(e0196643):1–13.
Abdulai et al. Ghana health service. Healthcare quality assurance manual for sub-districts. Ghana; JAMMR. 2004;28(1): 1-8.
Tavakol M, Dennick R. Making sense of Cronbach’s alpha. International Journal of Medical Education. 2011;2:53-55.
Chimbindi N, Bärnighausen T, Newell M-L. Patient satisfaction with HIV and TB treatment in a public programme in rural KwaZulu-Natal: Evidence from patient-exit interviews. BMC Health Serv Res. 2014; 14:32.
Wung BA, Peter NF, Atashili J. Clients’ satisfaction with HIV treatment services in Bamenda, Cameroon: A crosssectional study. BMC Health Services Research. 2016;16:280.
Kagashe GAB, Rwebangila F. Patient satisfaction with health care services provided at HIV clinics at Amana and Muhimbili hospitals in Dar es Salaam. African Health Sciences. 2011;11(1):s60-66.
Ogunnowo BE, Olufunlayo TF, Sule SS. Client perception of service quality at the outpatient clinics of a general hospital in Lagos, Nigeria. Pan Afr Med J. 2015;22: 1–8.
Becker F, Douglass S. The ecology of the patient visit: Physical attractiveness, waiting times, and perceived quality of care. J Ambul Care Manage. 2008;31(2): 128–41.
Ugwu RO. Impact of a child -friendly clinic on retention of HIV-infected children in care: An intervention study. Nigerian Journal of Paediatrics. 2017;44(4):175–179.
Tran BX, Nguyen NPT. Patient satisfaction with HIV/AIDS care and treatment in the decentralization of services delivery in Vietnam. PLoS One. 2012;7:e46680.
Wung BA, Peter NF, Atashili J. Clients’ satisfaction with HIV treatment services in Bamenda, Cameroon: A crosssectional study. BMC Health Services Research. 2016;280(16):1-9.
Tateke T, Woldie M, Ololo S. Determinants of patent satsfaction with outpatent health services at public and private hospitals in Addis Ababa, Ethiopia. Afr J Prm Health Care Fam Med. 2012;4(1):1-11.