The benefits of using a mixed methods approach – quantitative with qualitative – to identify client satisfaction and unmet needs in an HIV healthcare centre

Abstract

Research into patient satisfaction with HIV ambulatory healthcare facilities is limited due to confidentiality restraints, the short history of the condition and the stigma attached. Furthermore, most satisfaction studies of this client group have not used mixed methods (quantitative with qualitative) despite its increasing use since the 1990s in healthcare research. This cross-sectional study demonstrates how a mixed methods approach is beneficial in assessing HIV client satisfaction and in identifying unmet needs in HIV healthcare. Conducted at the largest ambulatory HIV healthcare centre in Australia, this study consisted of two phases conducted sequentially: Phase One, a quantitative self-administered questionnaire survey, provided an overall statistical picture of satisfaction levels. This was followed by Phase Two, qualitative semi-structured face-to-face interviews, which enabled in-depth investigation of the reasons for satisfaction/dissatisfaction. Phase One had 166 respondents, giving a high response rate of 71%, while Phase Two had 22 participants. The study demonstrates the three advantages of using a mixed methods approach. Firstly, it increased the comprehensiveness of overall findings, by showing how qualitative data (Phase Two) provided explanations for statistical data (Phase One). Secondly, it expanded the dimensions of the research topic, as Phase Two enabled investigation of the determinants of satisfaction/dissatisfaction more broadly after assessing the client satisfaction levels in Phase One. Thirdly, it increased the methodological rigour as findings in both phases could be checked for consistency. Thus using a mixed methods approach can greatly enhance our understanding of client satisfaction in HIV/AIDS research.

Keywords:

• HIV/AIDS
• client satisfaction
• mixed methods
• quantitative survey
• qualitative interviews

Acknowledgements

We are grateful to Professor Julian Gold for giving us the permission to conduct the research at ASC, and to Ms Rachel Musson, Dr Kim Begley, Dr Jega Sarangapany, and Dr Virginia Furner at ASC for providing advices in the preparation of the survey questionnaire and data analysis. We would also like to thank all the respondents and participants at ASC who participated in the pilot studies, survey and interviews.