Patient Satisfaction with Care Provided at the Antiretroviral Clinic of the Federal Medical Centre, Makurdi, Nigeria

Abstract

Introduction: Patient satisfaction is considered an important indicator of quality of care. In Nigeria, there is a dearth of information on patient satisfaction with HIV/AIDS care. This study sought to assess patient satisfaction; and to identify associated factors.

Methodology: A cross-sectional survey of patients at the antiretroviral clinic of the Federal Medical Centre, Makurdi, Nigeria, was conducted between June and August 2008. An adapted version of the RAND Patient Satisfaction Questionnaire Long Form was used to assess seven dimensions of care: general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with doctor, and access/availability/convenience. Data were analyzed using SPSS 16. Associations were tested using chi-square and multivariable logistic regression. Statistical significance was set at 5%.

Results: Of 409 respondents, 108 (26.4%) were males and 301 (73.6%) females. Mean age was 35.7 ± 9.4 years, 86 (21%) had primary school education, 210 (51.3%) were married, and 357 (87.3%) were employed. About two-thirds (65.2%) spent less than 60 minutes waiting for the doctor, and 225 (63.6%) spent at least 10 minutes in consultation with the doctor. Satisfaction rates were: 94.9% technical quality, 90.2% communication, 77.8% interpersonal manner, 67.5% general satisfaction, 57% access/availability/convenience, 46% time spent with doctor, and 45.7% financial aspects. Lower education and waiting less than 60 minutes for the doctor were independently associated with satisfaction across multiple dimensions of care.

Conclusion: Respondents were satisfied with the seven dimensions of care to varying degrees. Attending to patients promptly would improve satisfaction, and thus, quality of care.

Keywords: Patient satisfaction, antiretroviral clinic, quality of care