Factors Influencing Hiv/Aids Client Satisfaction at Comprehensive Care Centres in Wajir County, Kenya

Abstract

Service delivery is a key pillar of the 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. Client satisfaction is a customer related tool that is applied to identify the gaps and improve the quality of services while focusing on the retention of clients. Most institutions do not understand the importance of client satisfaction and assume that clients are satisfied with the service while at the end the quality of care is compromised especially in the areas of HIV/AIDS service provision. This study arose to investigate the factors that influence HIV/AIDS Client satisfaction at the Comprehensive Care Centre’s in Wajir County. Specifically, the study assessed 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 Comprehensive Care Centres. In order to accomplish these research objectives, a descriptive cross-sectional study was employed where both quantitative and qualitative data were gathered through survey questionnaires for the HIV/AIDS Clients. In addition, key informant interviews and facility-based observation guide was used to collect qualitative data. The study targeted clients in the Clinic who were on antiretroviral therapy for more than six months at the sub- County referral hospitals and the County referral hospital Comprehensive Care Centre of Wajir County. The researcher targeted a sample of 157 clients out of a population of 265 clients. The study managed to gather information from 147 clients using semi-structured questionnaires; representing a 93.6 per cent response rate. Pretest was done to improve reliability and validity of the research instruments. Statistical Package for Social Sciences (SPSS) version 24 was used to code and analyze the collected data. Chi-square, Fisher’s exact test, Pearson correlation coefficient and Logistic regression analysis was done to determine the relationship between and among the variables. The data was analyzed using descriptive statistics (percentages, frequencies, means, and standard deviations) and inferential statistics (regression coefficients, F-statistics, t-statistics and Chi-square statistics). Results from bivariate analysis revealed a significant relationship between client satisfaction (1= Satisfied, 0=Not satisfied) and predictor variables. The researcher therefore did a multivariate analysis using logistic regression, where availability of HIV testing services (sig. 0.010) and availability of HIV care and social support (sig. 0.005) were significant predictors of client satisfaction. Availability of institutional support (sig. 0.263) and availability of drugs (sig. 0.480) were not found to be significant predictors of client satisfaction. The results indicated the likelihood of being satisfied with services in the Comprehensive Care Centre’s was 51.3 per cent (sig. 0.010) higher for people who reported availability of HIV testing services and 56.9 per cent (sig. 0.005) higher for people who reported accessibility of HIV care and social support. The study concluded that availability of HIV testing services and availability of HIV care and social support were significant factors influencing client satisfaction. Based on the findings from the study the researcher recommended that focus and priority should be given to HIV/AIDS services, the hospitals management need to ensure sufficient HIV testing services and drugs are available and accessible to patients. In addition, stakeholders in the fight against HIV/AIDs in collaboration with hospitals management need to provide social and welfare support as well as institutional support through budgetary allocation to the HIV/AIDS programs in the County. The study also suggested further that, studies can be conducted to identify quality of services and client retention.