Effect of patient satisfaction with a health care facility on HIV outcomes: A facility-level study in eastern Africa

Abstract

Data from Uganda and Kenya were used to investigate the relationship between patient satisfaction and the outcome measures of retention and HIV viral load suppression. First, we explore the determinants of patient satisfaction. Second, we look for an association between patient satisfaction and retention in care. Third, we investigate the relationship between patient satisfaction and viral load suppression for those currently in care. Clarity of health care providers' explanations and length of wait time were both significantly associated with patient satisfaction. Patient satisfaction was related to facility retention in HIV care, but it was not related to HIV viral load suppression for those who were currently in care. Better patient experiences in health care facilities could potentially improve HIV treatment retention in eastern sub-Saharan Africa, a key step in the HIV treatment continuum of care.