FACTORS INFLUENCING HIV/AIDS CLIENT SATISFACTION AT COMPREHENSIVE CARE CENTRES IN WAJIR COUNTY, KENYA

Abstract

Service delivery is one of the core pillars of health systems building blocks and client satisfaction is one of the parameters that is used to assess the status of services offered in an institution. This study investigated the factors that influence HIV/AIDS Client satisfaction at the Comprehensive Care Centre’s (CCCs) in Wajir County. Specific objectives were to assess the influence of availability of HIV/AIDS testing services, availability of HIV drugs, availability of care and support system and the availability of the institutional support towards HIV/AIDS at the CCCs on clients’ satisfaction. A descriptive cross-sectional study was employed where both quantitative and qualitative data were gathered through survey questionnaires and key informant interview guide. Out of the targeted 157 clients at the sub-County and county referral hospitals about 147 positively responded, leading to a 93.6% response rate. SPSS version 24 was used to code and analyze the collected data. Chi-square and Logistic regression analysis were done to determine the relationship between and among the variables. Bivariate analysis revealed a significant relationship between client satisfaction and predictor variables. The results indicated the probability of being satisfied with services in the Comprehensive Care Centre’s was 51.3 per cent higher for people who reported availability of HIV testing services and 56.9 per cent higher for people who reported accessibility of HIV care and social support. Based on the findings, the study’s policy recommendations are hospitals management needs to ensure sufficient HIV testing services are available and accessible to patients. Further, stakeholder collaboration with hospital management is recommended for strengthening service delivery at CCCs in Wajir County.