Wung Buh Amos, Peter Nde Fon, Atashili Julius
Department of Public Health and Hygiene, Faculty of Health Sciences, University of Buea, P.O. Box 63, Buea, Cameroon.
Faculty of Health Sciences, University of Buea, Buea, Cameroon.
BMC Health Serv Res. 2016 Jul 19;16:280. doi: 10.1186/s12913-016-1512-5.
Clients have explicit desires or requests for services when visiting hospitals; inadequate discovery of their needs may result in dissatisfaction. Patient satisfaction influences retention in HIV care, adherence to HAART and serves as determinant to HIV suppression. This study's objectives were to quantify clients' satisfaction with HIV services in Bamenda and determine relationship between satisfaction and clients' socio-demographic/structural characteristics.
A cross-sectional study was conducted on HIV-positive patients followed-up, on treatment and who consulted in the Bamenda Regional Hospital treatment centre between July and August 2014. Participants consent was sought and data collected on client's level of satisfaction to staff-patient-communication, staff attitudes, privacy and confidentiality and staffing and amenities situations in the hospital. Data was collected using a structured questionnaire interviewer-administered by investigator and trained health personnel. Collected data was analyzed using Epi Info version 3.5.4 and clients' satisfaction measured using frequencies and percentages.
A total of 384 participants took part in this study and their median age was 37 years (IQR: 29-46). Two hundred and seventy-four (71.4 %) participants were females. Overall satisfaction with HIV services was 91.2 % and participants reported less satisfaction with overall staffing and amenities situation of the centre (3.6 %). In the multivariate analysis, only being female, employed and perceiving high number of nurses working at the treatment centre remained significant predictors of overall satisfaction with HIV services.
A high proportion of participants expressed satisfaction with HIV services. However, some dissatisfaction is masked in this high satisfaction level. This dissatisfaction underscores need to improve staff attitudes, staff-patient-communication, employ more staff and build better patient facilities. Future studies need to focus on assessing long-term progression of satisfaction levels with services and determinants of satisfaction involving larger samples in many treatment centres.
患者在就诊时对服务有明确的期望或要求；未能充分了解他们的需求可能导致不满。患者满意度会影响其在艾滋病护理中的留存率、对高效抗逆转录病毒治疗（HAART）的依从性，并作为实现病毒抑制的决定因素。本研究的目的是量化巴门达地区患者对艾滋病服务的满意度，并确定满意度与患者社会人口学/结构特征之间的关系。
于2014年7月至8月对在巴门达地区医院治疗中心接受随访、正在接受治疗且前来咨询的HIV阳性患者进行了一项横断面研究。征求了参与者的同意，并收集了关于患者对医患沟通、医护态度、隐私与保密以及医院人员配备和设施情况的满意度数据。数据通过由研究者和经过培训的卫生人员进行面对面访谈的结构化问卷收集。收集到的数据使用Epi Info 3.5.4版本进行分析，患者满意度通过频率和百分比来衡量。
共有384名参与者参与了本研究，他们的年龄中位数为37岁（四分位间距：29 - 46岁）。274名（71.4%）参与者为女性。对艾滋病服务的总体满意度为91.2%，参与者对该中心的人员配备和设施总体情况的满意度较低（3.6%）。在多变量分析中，仅女性、就业以及认为治疗中心工作的护士数量较多仍然是对艾滋病服务总体满意度的显著预测因素。
很大比例的参与者对艾滋病服务表示满意。然而，在这种高满意度水平下仍存在一些不满。这种不满凸显了改善医护态度、医患沟通、增加人员配备以及建设更好的患者设施的必要性。未来的研究需要专注于评估服务满意度水平的长期变化以及涉及更多治疗中心更大样本的满意度决定因素。
