Factors influencing clients’ satisfaction with HIV/AIDS care services in public and private health facilities in Mwanza Region

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Mzumbe University
Patient satisfaction is a key criterion by which the quality of health care services is evaluated. Patient perceptions of quality are often influenced by their interaction with the health provider. However, patient satisfaction in health services seems to have been largely ignored by health care providers in developing countries. Thus, the main objective of this study was to assess clients’ perception towards HIV/AIDS services offered in selected facilities in Mwanza region. A cross sectional study was carried out in three out of seven districts found in Mwanza region namely Nyamagana, Misungwi, and Kwimba in Mwanza region which have at least one government and private hospital which provide HIV/AIDS care services where 374 clients were interviewed. Government hospitals that were included were Nyamagana, Misungwi and Ngudu hospitals in Nyamagana, Misungwi and Kwimba districts respectively. For private hospitals: Hindu, Bukumbi and Sumve Hospitals for Nyamagana, Misungwi and Kwimba respectively were included. The findings showed that in the public health facilities all respondents (100%) were overall satisfied while in the private facility, about 1.7% was not satisfied. Main reason for dissatisfaction was drug shortage. In general, the clients identified problems in both health facilities for different aspects of care, especially in the areas of tangibles, which focused on up-to-date equipment, visually appealing facilities, well dressed employees and facilities matching the services they provide, which got the worst rating
A dissertation submitted in partial fulfillment of the requirement for the award of the degree of Master of Business Administration ( MBA-Corporate Management) of Mzumbe University
HIV/AIDS health care services, HIV/AID – counseling, SERVQUAL, Private health facilities – Tanzania, Global HIV/AIDS Situation, HIV/AIDS care services – Tanzania, The National HIV Care and Treatment Plan, Public health facilities