Caregivers/Patients Perception and Satisfaction with Outpatient HIV Services at the University of Port Harcourt Teaching Hospital (UPTH), Port Harcourt, Nigeria

Background: Patient perception and satisfaction is an indicator used to evaluate the quality of healthcare. This study aimed to assess patients’/caregivers’ perception and satisfaction with outpatient HIV services.

Methodology: This was a cross sectional study carried out at the Paediatric HIV clinic of the University of Port Harcourt Teaching Hospital, Port Harcourt, Nigeria. Purposive and convenient sampling methods were used to recruit 152 out patients just before they exit the outpatient department (OPD). Exit interviews were conducted with a three-point Likert scale using a Pretested self-administered questionnaire. Participation was voluntary and consent was obtained from all participants. Obtained data was analysed using epi info version 7, Chi-square test was used to test the association between the overall satisfaction level and sociodemographic characteristics of the patients. Statistical significance for the chi-square test was set at p< 0 .05.

Results: A total of 152 caregivers/patients participated in the study, only 31 (20.4%) were patients, aged 15-18years, 77 (50.7%) were aged from 26 and 41 years, 111(73%) were females, 99 (65.1%) were married and 76(50.0% had secondary level of education. Majority of the patients (130, 85.53%) were satisfied with the provider interpersonal skills followed by the physical environment at the OPD (118, 77.63%). However, only 53.29% were satisfied with the waiting and consulting time. The overall satisfaction rate was 73. 68% based on the three domains measured. The results showed a statistically significant association between the overall level of satisfaction and the female gender (X2= 4.67, p = 0.0306) and those with tertiary educational level (X2= 14.48, p= 0.0001) of the patients/caregivers.

Conclusion: The level of satisfaction with outpatient HIV services at the UPTH is high. Program managers review of patients’ appointment time and use of electronic consultation tool will reduce the consulting and waiting time and further improve patient’s satisfaction.