CLIENT SATISFACTION AND ASSOCIATED FACTORS AMONG CLIENTS RECEIVING ANTIRETROVIRAL THERAPY SERVICES AT PUBLIC HOSPITALS IN HARAR TOWN, EASTERN ETHIOPIA

Abstract

Background: The issues of client satisfaction about antiretroviral therapy services needs more attention as indicate the outcome of quality health services. Even though different studies conducted on client satisfaction in different countries, there is no adequate data on client satisfaction with antiretroviral therapy services in Ethiopia including the current study area. Objective: To assess the magnitude of client satisfaction and associated factors among clients receiving antiretroviral therapy services at Public Hospital of Harar Town, Eastern Ethiopia from February 20 to March 20/2018. Methods:-Hospital based cross-sectional study design was employed among 413 antiretroviral therapy clients. Structured translated questioner Amharic and Afan Oromo using trained data collectors was used to collect the data. The data were cleaned and entered onto Epi-data version 3.02 and exported to SPSS version 20 for analysis. A five point Likert scales was used to assess client satisfaction with antiretroviral therapy services. Bi-variable analysis and Crude Odds Ratio with 95% CI was used to see the association between each independent variables and the outcome variable by using binary logistic regression. The independent variables with p-value of ≤ 0.25 were included in the multivariable analysis to control confounding factors and finally p-value < 0.05 was considered as statistically significant. Result: Overall client satisfaction with antiretroviral therapy services was 76.9 %[( 95% CI: 72.6, 80.6)].Those not attending formal and attending primary education [(AOR=3.7,95% CI:1.75,8.12)] and [(AOR=3.9,95% CI:1.66,9.32)], low wealth index [(AOR=2.8, 95 % CI: 1.27, 6.28)], longer duration on treatment [(AOR=2.7,95 % CI: 1.46, 5.5.20)], shorter waiting time [(AOR=5.4,95 % CI: 2.52, 11.57)],disclosure [ (AOR=3.7, 95 % CI:1.59, 8.49)],seen by the same health care providers [(AOR=2.0, 95 % CI: 1.06, 3.82)], those loss of medical records [(AOR=0.26, 95 % CI:0.13,0.50)] and social supports [(AOR=2.3, 95 % CI:1.12,4.63)] were significantly associated with client satisfaction with antiretroviral therapy services. Conclusion: The overall client satisfaction with ART services in the two public hospitals were relatively high. Educational status, not attending formal and attending primary education, low wealth index, longer duration on treatment, shorter waiting time, seen by the same health care providers, loss of medical records and social support were an independent predictors of client satisfaction. Therefore, much efforts should be needed to improve the clients waiting time, loss iv of medical records, social support and disclosure status to promote client satisfaction with antiretroviral therapy services.