Galore International Journal of Applied Sciences and Humanities

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Original Research Article

Year: 2017 | Month: Jan.-March | Volume: 1 | Issue: 1 | Pages: 1-16

Client Satisfaction and It’s Determinants With Anti-Retroviral Therapy (ART) Services in Public Hospitals of West Wollega Zone, Ethiopia: A Cross Sectional Study

Ashenafi Habtamu, Yibeltal Kifle, Yohannes Ejigu

Adama Sciences and Technology University, School of Health Sciences, Department of Public Health, Asella, Ethiopia

Corresponding Author: Ashenafi Habtamu


Background: Highly Active Antiretroviral Therapy (HAART) represents the single most important advance in the treatment of HIV infection since the onset of the HIV/AIDS pandemic. Client satisfaction has long been considered an important component of care outcomes. Satisfied and dissatisfied patients behaved differently and causes of client dissatisfaction may multifaceted. The objective of this study was therefore, to assess factors associated with level of Clients satisfaction and it’s determinants at ART Clinics.
Methods: health facility based cross sectional study was conducted on 266 ART users of three Public Hospitals in Western Wollega Zone, West Ethiopia.  A total sample was proportionally allocated and individual study participant was identified from consecutive clients who full fill the inclusion criterion (PLWHAs aged 18 and older). Data was collected using Exit interview by instruments translated into the local language and was analyzed using SPSS for Windows version 20.0. Factor score was computed for items that were identified to represent the satisfaction scale by varimax rotation method. By using this regression factor score, Multivariate linear regression analysis was performed and the effect of independent variables on the regression factor score was quantified.
Result: The three extracted underlying latent factor have reliability coefficients ranging from 0.709 to 0.820 with overall satisfaction level of 57.62 %. Predictor variables like monthly income, consultation time and perceived level of stigma and discrimination and satisfaction factor scores had strong statistically significant association. Study participants who consulted for 15-30 had an average of 0.758 units increase in their satisfaction scores as compared to respondents who consulted for less than 15 minutes as explained by reliability and responsiveness satisfaction factor score. Some of the explanatory variables like perceived current health status and waiting time were not statistically significant with satisfaction score.
Conclusion: This study identified 57.2 % overall level of ART client satisfaction. Client provider interaction and assurance, reliability and responsiveness and tangibility were the three underlying latent factors that determine level of client satisfaction towards ART services. Therefore, health care providers and peer educators should work towards improving the level of client satisfaction.

Key words:client, satisfaction, underlying latent factors, factor analysis.

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