Patient satisfaction with HIV service provision in NPMS hospitals: the development of a standard satisfaction questionnaire. NPMS Steering Group.

Important note: Information in this article was accurate in 1999. The state of the art may have changed since the publication date.

Patient satisfaction with HIV service provision in NPMS hospitals: the development of a standard satisfaction questionnaire. NPMS Steering Group.

AIDS Care. 1999 Jun;11(3):331-43. Unique Identifier : AIDSLINE MED/99403879
Beck EJ; Griffith R; Fitzpatrick R; Mandalia S; Carrier J; Conlon C; Mandel B; Ong E; Pozniak A; Tang A; Tomlinson D; Williams I; Department of Epidemiology and Public Health, Imperial College; School of Medicine, (Chelsea and Westminster Hospital), London,; UK. e.beck@ic.ac.uk

Abstract: A self-completion satisfaction questionnaire evaluating the standard of care of HIV outpatient services was developed as part of the National Prospective Monitoring System on the Use, Cost and Outcome of HIV Service Provision in English Hospitals (NPMS). The questionnaire was designed in conjunction with service users and health care professionals, and piloted in three London and three non-London HIV clinics. In addition to testing alternative methods of administering the questionnaire, the pilot provided satisfaction scores on a variety of aspects of service provision for participating clinics. The questionnaire was completed by 548 respondents and was most effectively collected using a sealed box in the clinic waiting area. Mean satisfaction scores for the attitude and skills of staff members was 4.7 (95% CI 4.6-4.7) but satisfaction scores were significantly lower for the clinic environment with a mean of 4.1 (95% CI 4.1-4.2). Satisfaction scores did not differ significantly by gender, age, sexual orientation, ethnic group, employment status or severity of symptoms. London respondents were more satisfied with the clinic environment and seeing preferred members of staff than their non-London counterparts, however there were no other differences between clinics. The questionnaire functioned well in practice and provided meaningful and useful information for individual clinics as well as at aggregate level.

Keywords: JOURNAL ARTICLE Acquired Immunodeficiency Syndrome/PSYCHOLOGY/THERAPY Adult Ambulatory Care/*STANDARDS Attitude of Health Personnel Clinical Competence England Female Health Facility Environment Hospitalization Human HIV Infections/PSYCHOLOGY/*THERAPY Male Monitoring, Ambulatory *Patient Satisfaction Questionnaires Support, Non-U.S. Gov't
991230
A99C1053

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