Client satisfaction and unmet needs assessment: evaluation of an HIV ambulatory health care facility in Sydney, Australia.
A mixed-methods approach study was conducted at an ambulatory HIV health care facility in Sydney during 2007/2008. A quantitative self-administered structured questionnaire survey (phase 1) was conducted to assess client satisfaction levels, followed by qualitative semistructured interviews (phase 2) to investigate reasons for satisfaction/dissatisfaction and unmet needs. The mean overall satisfaction score of the 166 respondents in phase 1 was high (86 out of 100). Participants were most satisfied with the "knowledge" and "attitudes" of health care providers (HCP) and "maintenance of confidentiality." They were least satisfied with "waiting time before consultation." "Knowledge of HCP" and "rapport, care, and trust towards HCP" emerged as most important aspects of satisfaction. The broad range of HCP and services provided at one location was particularly appreciated. Health care service evaluation by assessing client satisfaction using mixed methods provided valuable insight into health care service quality. It can be applied to a broader range of health care services.
School of Public Health, The University of Sydney, NSW, Australia.
Maria Yui Kwan
MY
Chow
Mu
M
Li
Susan
S
Quine
D000328:Adult; D000368:Aged; D000554:Ambulatory Care Facilities / Q000592:standards*; D001315:Australia; D005260:Female; D015658:HIV Infections / Q000628:therapy*; D006302:Health Services Research; D006801:Humans; D008297:Male; D008875:Middle Aged; D020380:Needs Assessment; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D036301:Qualitative Research; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D055815:Young Adult