Client satisfaction with service delivery models at the Kenyatta National Hospital Voluntary Counselling and Testing Center (VCT)

Abstract

Objective: To compare client satisfaction with processes, staff, and physical infrastructure between vertical and integrated service delivery models.
Design: Cross-sectional study.
Setting: Kenyatta National Hospital (KNH).
Participants: Adult participants receiving HIV testing service (HTS) at KNH’s inand out-patient departments.
Main outcome measures: Client satisfaction was rated using a 5-point Likert scale. Multivariate analysis was used to compare client satisfaction with processes, staff, and infrastructure in the two models.
Results: Enrolled clients enrolled were mainly female (61%), aged 32 years in married monogamous relationships (48%). Clients reported a high level of satisfaction with KNH HIV testing services, with married clients more likely to be satisfied compared to single clients (relative risk, RR: 1.05, 95% CI: 1.00 – 1.10, pvalue: 0.037). Clients were more likely to be satisfied with the processes and physical infrastructure in the vertical model, though waiting times were significantly longer compared to the integrated model.
Conclusion: Clients were more satisfied with the vertical HTS model. Service improvements in processes and physical infrastructure in the integrated model will likely improve overall client satisfaction.