ArticleBMJ open2015
Patient satisfaction and perceived quality of care: evidence from a cross-sectional national exit survey of HIV and non-HIV service users in Zambia.
Article in BMJ open, 2015. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 31 papers.
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Who cites it
31 citing papers in PubMed.
- Client perceptions and satisfaction with HIV care clinic services in post-conflict Tigray, Ethiopia: a cross-sectional study.Conflict and health · 2026Article
- From exceptionalism to universal testing: an historical review of HIV testing in Portugal.BMC public health · 2025Review
- Patient satisfaction with services at dental out patient department- mulago hospital, Uganda.BMC oral health · 2025Article
- A Cross-Sectional Client Satisfaction Study Among Persons Living with HIV Attending a Large HIV Treatment Centre in Trinidad.Healthcare (Basel, Switzerland) · 2025Article
- Patient-Perceived Quality Assessment in Orthopedics and Traumatology Departments during COVID-19 Pandemic.Healthcare (Basel, Switzerland) · 2024Article
- Satisfaction with service delivery among HIV treatment clients enrolled in differentiated and conventional models of care in South Africa: a baseline survey.Journal of the International AIDS Society · 2024Article
- Public satisfaction with health system after healthcare reform in China.Health research policy and systems · 2023Article
- Patient satisfaction among persons living with HIV/AIDS and receiving antiretroviral therapy in urban Uganda: A factor analysis.PloS one · 2023Article
- Patient satisfaction with chronic disease care and its associated factors in primary health care facilities in Johannesburg, South Africa.Frontiers in health services · 2023Article
- Factors Affecting Satisfaction With Inpatient Services Among Adult Patients Admitted to Arba Minch General Hospital, Southern Ethiopia: A Mixed Method Study.Health services insights · 2023Article
- Satisfaction of Tuberculosis Patients with Directly Observed Treatment Strategy under Pakistan Health Care Policy: A Mixed-Method Study.Healthcare (Basel, Switzerland) · 2022Article
- A qualitative study of factors resulting in care delays for adults with meningitis in Zambia.Transactions of the Royal Society of Tropical Medicine and Hygiene · 2022Article
- Prevalence, Factors, and Association of Electronic Communication Use With Patient-Perceived Quality of Care From the 2019 Health Information National Trends Survey 5-Cycle 3: Exploratory Study.Journal of medical Internet research · 2022Article
- Clinical outcomes among adolescents living with HIV in Kenya following initiation on antiretroviral treatment.PLOS global public health · 2022Article
- A controlled study to assess the effects of a Fast Track (FT) service delivery model among stable HIV patients in Lusaka Zambia.PLOS global public health · 2022Article
- An integrative model of patients' perceived value of healthcare service quality in North Cyprus.Archives of public health = Archives belges de sante publique · 2021Article
- Perceived satisfaction with HIV care and its association with adherence to antiretroviral therapy and viral suppression in the African Cohort Study.AIDS research and therapy · 2021Observational
- 'The nurse did not even greet me': how informed versus non-informed patients evaluate health systems responsiveness in South Africa.BMJ global health · 2021Article
- Patient Satisfaction with Antiretroviral Therapy Service and Associated Factors at Jimma Town Public Health Facilities, Southwest, Ethiopia.HIV/AIDS (Auckland, N.Z.) · 2021Article
- Patients' Satisfaction with HIV Care Providers in Public Health Facilities in Lusaka: A Study of Patients who were Lost-to-Follow-Up from HIV Care and Treatment.AIDS and behavior · 2020Article
Corrections and comments
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Authors and funding
6 authors.
Funding
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Abstract
objectiveTo examine the associations between perceived quality of care and patient satisfaction among HIV and non-HIV patients in Zambia.
settingPatient exit survey conducted at 104 primary, secondary and tertiary health clinics across 16 Zambian districts.
participants2789 exiting patients. PRIMARY INDEPENDENT VARIABLES: Five dimensions of perceived quality of care (health personnel practice and conduct, adequacy of resources and services, healthcare delivery, accessibility of care, and cost of care). SECONDARY INDEPENDENT VARIABLES: Respondent, visit-related, and facility characteristics. PRIMARY OUTCOME MEASURE: Patient satisfaction measured on a 1-10 scale.
methodsIndices of perceived quality of care were modelled using principal component analysis. Statistical associations between perceived quality of care and patient satisfaction were examined using random-effect ordered logistic regression models, adjusting for demographic, socioeconomic, visit and facility characteristics.
resultsAverage satisfaction was 6.9 on a 10-point scale for non-HIV services and 7.3 for HIV services. Favourable perceptions of health personnel conduct were associated with higher odds of overall satisfaction for non-HIV (OR=3.53, 95% CI 2.34 to 5.33) and HIV (OR=11.00, 95% CI 3.97 to 30.51) visits. Better perceptions of resources and services were also associated with higher odds of satisfaction for both non-HIV (OR=1.66, 95% CI 1.08 to 2.55) and HIV (OR=4.68, 95% CI 1.81 to 12.10) visits. Two additional dimensions of perceived quality of care--healthcare delivery and accessibility of care--were positively associated with higher satisfaction for non-HIV patients. The odds of overall satisfaction were lower in rural facilities for non-HIV patients (OR 0.69; 95% CI 0.48 to 0.99) and HIV patients (OR=0.26, 95% CI 0.16 to 0.41). For non-HIV patients, the odds of satisfaction were greater in hospitals compared with health centres/posts (OR 1.78; 95% CI 1.27 to 2.48) and lower at publicly-managed facilities (OR=0.41, 95% CI=0.27 to 0.64).
conclusionsPerceived quality of care is an important driver of patient satisfaction with health service delivery in Zambia.
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