Understanding client satisfaction with HIV testing and counseling services: a mixed-methods study in four African countries

References

• Anderson, R. T., Camacho, F. T., & Balkrishnan, R. (2007). Willing to wait?: The influence of patient wait time on satisfaction with primary care. BMC Health Services Research, 7, 31–35. doi: 10.1186/1472-6963-7-31
   PubMed Web of Science ®Google Scholar
• Angotti, N. (2012). Testing differences: The implementation of Western HIV testing norms in sub-Saharan Africa. Culture, Health & Sexuality, 14, 365–378. doi: 10.1080/13691058.2011.644810
   PubMed Web of Science ®Google Scholar
• Angotti, N., Dionne, K. Y., & Gaydosh, L. (2011). An offer you can't refuse? Provider-initiated HIV testing in antenatal clinics in rural Malawi. Health Policy and Planning, 26, 307–315. doi: 10.1093/heapol/czq066
   PubMed Web of Science ®Google Scholar
• Angotti, N., Bula, A., Gaydosh, L., Kimchi, E. Z., Thornton, R. L., & Yeatman, S. E. (2009). Increasing the acceptability of HIV counseling and testing with three C's: Convenience, confidentiality and credibility. Social Science & Medicine, 68, 2263–2270. doi: 10.1016/j.socscimed.2009.02.041
   PubMed Web of Science ®Google Scholar
• Asefa, A., & Mitike, G. (2014). Prevention of mother-to-child transmission (PMTCT) of HIV services in Adama town, Ethiopia: clients’ satisfaction and challenges experienced by service providers. BMC Pregnancy Childbirth, 1, 14–57.
   Google Scholar
• Avis, M., Bond, M., & Arthur, A. (1995). Satisfying solutions? A review of some unresolved issues in the measurement of patient satisfaction. Journal of Advanced Nursing, 22, 316–322. doi: 10.1046/j.1365-2648.1995.22020316.x
   PubMed Web of Science ®Google Scholar
• Avis, M., Bond, M., & Arthur, A. (1997). Questioning patient satisfaction: An empirical investigation in two outpatient clinics. Social Science & Medicine, 44, 85–92. doi: 10.1016/S0277-9536(96)00140-2
   Web of Science ®Google Scholar
• Beach, M. C., Keruly, J., & Moore, R. D. (2006). Is the quality of the patient-provider relationship associated with better adherence and health outcomes for patients with HIV? Journal of General Internal Medicine, 21, 661–665. doi: 10.1111/j.1525-1497.2006.00399.x
   PubMed Web of Science ®Google Scholar
• Biadglegne, F., Anagaw, B., Tessema, B., Getachew, A., Andargie, G., Abera, B., … Mulu, A. (2011). Voluntary HIV counseling and testing service in Northwest Ethiopia: The cases of counselor's perception, client's satisfaction, and in-service observations. Ethiopian Medical Journal, 49, 169–177.
   PubMedGoogle Scholar
• Birhanu, Z., Assefa, T., Woldie, M., & Morankar, S, et al. (2010). Determinants of satisfaction with health care provider interactions at health centres in central Ethiopia: A cross sectional study. BMC Health Services Research, 1, 10–78.
   Google Scholar
• Bogart, L. M., Chetty, S., Giddy, J., Sypek, A., Sticklor, L., Walensky, R. P., … Bassett, I. V. (2013). Barriers to care among people living with HIV in South Africa: Contrasts between patient and healthcare provider perspectives. AIDS Care, 25, 843–853. doi: 10.1080/09540121.2012.729808
   PubMed Web of Science ®Google Scholar
• Bott, S., Neuman, M., Helleringer, S., Desclaux, A., Asmar, K. E., Obermeyer, C. M. (2015). Rewards and challenges of providing HIV testing and counselling serivces: Health worker perspectives from Burkina Faso, Kenya, and Uganda. Health Policy and Planning, 30, 964–975. doi: 10.1093/heapol/czu100
   PubMed Web of Science ®Google Scholar
• Brookes, L., & Fenton, J. J. (2014, June 11). Patient satisfaction and quality of care: Are they linked? Retrieved from http://www.medscape.com/viewarticle/826280_1
   Google Scholar
• Campbell, C., Scott, K., Madanhire, C., Nyamukapa, C., & Gregson S. (2011). A “good hospital”: Nurse and patient perceptions of good clinical care for HIV-positive people on antiretroviral treatment in rural Zimbabwe – A mixed-methods qualitative study. International Journal of Nursing Studies, 48, 175–183. doi: 10.1016/j.ijnurstu.2010.07.019
   PubMed Web of Science ®Google Scholar
• Chimbindi, N., Barnighausen, T., & Newell, M. L. (2014). Patient satisfaction with HIV and TB treatment in a public programme in rural KwaZulu-Natal: Evidence from patient-exit interviews. BMC Health Services Research, 1, 14–32.
   Google Scholar
• Chow, M. Y., Quine, S., & Li, M. (2010). The benefits of using a mixed methods approach – quantitative with qualitative – to identify client satisfaction and unmet needs in an HIV healthcare centre. AIDS Care, 22, 491–498. doi: 10.1080/09540120903214371
   PubMed Web of Science ®Google Scholar
• Church, K., Wringe, A., Fakudze, P., Kikuvi, J., Simelane, D., Mayhew, & the Integra Initiative Susannah H. (2012). The relationship between service integration and client satisfaction: A mixed methods case study within HIV services in a high prevalence setting in Africa. AIDS Patient Care and STDs, 26, 662–673. doi: 10.1089/apc.2012.0191
   PubMed Web of Science ®Google Scholar
• Dahl, V., Mellhammar, L., Bajunirwe, F., & Björkman, P. (2008). Acceptance of HIV testing among women attending antenatal care in south-western Uganda: Risk factors and reasons for test refusal. AIDS Care, 20, 746–752. doi: 10.1080/09540120701693990
   PubMed Web of Science ®Google Scholar
• Dang, B. N., Westbrook, R. A., Rodriguez-Barradas, M. C., & Giordano T. P. (2012). Identifying drivers of overall satisfaction in patients receiving HIV primary care: A cross-sectional study. PLoS One, 7, e42980. doi: 10.1371/journal.pone.0042980
   PubMed Web of Science ®Google Scholar
• Dang, B. N., Westbrook, R. A., Black, W. C., Rodriguez-Barradas, M. C., & Giordano T. P. (2013). Examining the link between patient satisfaction and adherence to HIV care: A structural equation model. PLoS One, 8, e54729. doi: 10.1371/journal.pone.0054729
   PubMed Web of Science ®Google Scholar
• Fenton, J. J., Jerant, A. F., Bertakis, K. D., & Franks, P. (2012). The cost of satisfaction: A national study of patient satisfaction, health care utilization, expenditures, and mortality. Archives of Internal Medicine, 172, 405–411. doi: 10.1001/archinternmed.2011.1662
   PubMed Web of Science ®Google Scholar
• Hardon, A., Vernooij, E., Bongololo-Mbera, G., Cherutich, P., Desclaux, A., Kyaddondo, D., … Obermeyer, C. (2012). Women's views on consent, counseling and confidentiality in PMTCT: A mixed-methods study in four African countries. BMC Public Health, 1, 12–26.
   Google Scholar
• Hays, R. D., & Ware, J. E., Jr. (1986). My medical care is better than yours. Social desirability and patient satisfaction ratings. Medical Care, 24, 519–525. doi: 10.1097/00005650-198606000-00006
   PubMed Web of Science ®Google Scholar
• Jackson, J. L., Chamberlin, J., & Kroenke, K. (2001). Predictors of patient satisfaction. Social Science & Medicine, 52, 609–620. doi: 10.1016/S0277-9536(00)00164-7
   PubMed Web of Science ®Google Scholar
• Jürgensen, M., Sandøy, I. F., Michelo, C., Fylkesnes, K., Mwangala, S., & Blystad A. (2013). The seven Cs of the high acceptability of home-based VCT: Results from a mixed methods approach in Zambia. Social Science & Medicine, 97, 210–219. doi: 10.1016/j.socscimed.2013.07.033
   PubMed Web of Science ®Google Scholar
• Kabbash, I. A., Hassan, N. M., Al-Nawawy, A. N., Attalla, A. A., & Mekheimer S. I. (2010). Evaluation of HIV voluntary counselling and testing services in Egypt. Part 1: Client satisfaction. Eastern Mediterranean Health Journal, 16, 481–490.
   PubMedGoogle Scholar
• Leon, F. R., Lundgren, R., Huapaya, A., Sinai, I., & Jennings, V. (2007). Challenging the courtesy bias interpretation of favorable clients’ perceptions of family planning delivery. Evaluation Review, 31, 24–42. doi: 10.1177/0193841X06289044
   PubMed Web of Science ®Google Scholar
• Lyatuu, M. B., Msamanga, G. I., & Kalinga, A. K. (2008). Clients’ satisfaction with services for prevention of mother-to-child transmission of HIV in Dodoma rural district. East African Journal of Public Health, 5, 174–179.
   PubMedGoogle Scholar
• Miller, J. S., Mhalu, A., Chalamilla, G., Siril, H., Kaaya, S., Tito, J., … Hirschhorn, L. R. (2014). Patient satisfaction with HIV/AIDS care at private clinics in Dar es Salaam, Tanzania. AIDS Care, 26, 1150–1154. doi: 10.1080/09540121.2014.882487
   PubMed Web of Science ®Google Scholar
• Muhondwa, E. P., Leshabari, M. T., Mwangu, M., Mbembati, N., & Ezekiel, M. J. (2008). Patient satisfaction at the Muhimbili National Hospital in Dar es Salaam, Tanzania. East African Journal of Public Health, 5, 67–73.
   PubMedGoogle Scholar
• Musheke, M., Ntalasha, H., Gari, S., Mckenzie, O., Bond, V., Martin-Hilber, A., & Merten S. (2013). A systematic review of qualitative findings on factors enabling and deterring uptake of HIV testing in Sub-Saharan Africa. BMC Public Health, 13, 220–235. doi: 10.1186/1471-2458-13-220
   PubMed Web of Science ®Google Scholar
• Nabbuye-Sekandi, J., Makumbi, F. E., Kasangaki, A., Kizza, I. B., Tugumisirize, J., Nshimye, E., … , Peters, D. H. (2011). Patient satisfaction with services in outpatient clinics at Mulago hospital, Uganda. International Journal for Quality in Health Care, 23, 516–523. doi: 10.1093/intqhc/mzr040
   PubMed Web of Science ®Google Scholar
• Njeru, M. K., Blystad, A., Shayo, E. H., Nyamongo, I. K., Fylkesnes K. (2011). Practicing provider-initiated HIV testing in high prevalence settings: Consent concerns and missed preventive opportunities. BMC Health Services Research, 11, 87–100. doi: 10.1186/1472-6963-11-87
   PubMed Web of Science ®Google Scholar
• Obermeyer, C. M., Bott, S., Bayer, R., Desclaux, A., & Baggaley, R. (2013). HIV testing and care in Burkina Faso, Kenya, Malawi, and Uganda: Ethics on the ground. BMC International Health and Human Rights, 13, 6–14. doi: 10.1186/1472-698X-13-6
   PubMed Web of Science ®Google Scholar
• Obermeyer, C. M., Neuman, M., Desclaux, A., Wanyenze, R., Ky-Zerbo, O., Cherutich, P., … Hardon, A. (2012). Associations between mode of HIV testing and consent, confidentiality, and referral: A comparative analysis in four African countries. PLoS Medicine, 9, e1001329. doi: 10.1371/journal.pmed.1001329
   Google Scholar
• Obermeyer, C. M., Verhulst, C., & Asmar, K. (2014). Could you have said no? A mixed-methods investigation of consent to HIV tests in four African countries. Journal of the International AIDS Society, 17, 18898.
   PubMed Web of Science ®Google Scholar
• Orner, P., Cooper, D., Myer, L., Zweigenthal, V., Bekker, L-G., & Moodley, J. (2008). Clients’ perspectives on HIV/AIDS care and treatment and reproductive health services in South Africa. AIDS Care, 20, 1217–1223. doi: 10.1080/09540120701867008
   PubMed Web of Science ®Google Scholar
• Papanna, M. K., Kumar, P., Shetty, A., Kamath, A., Bhaskaran, U., & Saddichha S. (2013). Client satisfaction with HIV counseling services: A cross-sectional study from south India. Journal of the International Association of Providers of AIDS Care, 12, 169–172. doi: 10.1177/1545109712444754
   PubMedGoogle Scholar
• Roberts, K. J. (2002). Physician-patient relationships, patient satisfaction, and antiretroviral medication. Adherence among HIV-infected adults attending a public health clinic. AIDS Patient Care and STDs, 16, 43–50. doi: 10.1089/108729102753429398
   PubMed Web of Science ®Google Scholar
• Schneider, J., Kaplan, S. H., Greenfield, S., Li, W., & Wilson, I. B. (2004). Better physician-patient relationships are associated with higher reported adherence to antiretroviral therapy in patients with HIV infection. Journal of General Internal Medicine, 19, 1096–1103. doi: 10.1111/j.1525-1497.2004.30418.x
   PubMed Web of Science ®Google Scholar
• Sitzia, J., & Wood, N. (1997). Patient satisfaction: A review of issues and concepts. Social Science & Medicine, 45, 1829–1843. doi: 10.1016/S0277-9536(97)00128-7
   PubMed Web of Science ®Google Scholar
• Sullivan, L. M., Stein, M. D., Savetsky, J. B., & Samet J. H. (2000). The doctor-patient relationship and HIV-infected patients’ satisfaction with primary care physicians. Journal of General Internal Medicne, 15, 462–469. doi: 10.1046/j.1525-1497.2000.03359.x
   PubMed Web of Science ®Google Scholar
• UNAIDS Best Practice Collection (2000). Tools for evaluating HIV voluntary counselling and testing (pp. 1–59). Geneva: UNAIDS/00.09E.
   Google Scholar
• UNAIDS Global Reference Group on HIV/AIDS and Human Rights. (2004, June). UNAIDS/WHO policy statement on HIV testing. Geneva. Retrieved from http://www.who.int/hiv/pub/vct/en/hivtestingpolicy04.pdf?ua=1
   Google Scholar
• Vo, B. N., Cohen, C. R., Smith, R. M., Bukusi, E. A., Onono, M. A., Schwartz, K., … Turan, J. M. (2012). Patient satisfaction with integrated HIV and antenatal care services in rural Kenya. AIDS Care, 24, 1442–1447. doi: 10.1080/09540121.2011.652357
   PubMed Web of Science ®Google Scholar
• Weston, R., Dabis, R., & Ross, J. D. (2009). Measuring patient satisfaction in sexually transmitted infection clinics: A systematic review. Sexually Transmitted Infections, 85, 459–467. doi: 10.1136/sti.2009.037358
   PubMed Web of Science ®Google Scholar
• Williams, B., Coyle, J., & Healy, D. (1998). The meaning of patient satisfaction: An explanation of high reported levels. Social Science & Medicine, 47, 1351–1359. doi: 10.1016/S0277-9536(98)00213-5
   PubMed Web of Science ®Google Scholar