Patient satisfaction for physical facilities, confidentiality, and wait time services among people living with HIV/AIDS at antiretroviral therapy center in superspecialty tertiary institute

Background: Patient satisfaction is a measurable, multidimensional construct. This study assessed the satisfaction level in people living with HIV/AIDS (PLHA) at an antiretroviral therapy (ART) center in India. Methods: It was a prospective cross-sectional type of study carried out at an ART center. An exit interview was carried out in 462 patients with a semistructured, pretested questionnaire. The services offered by the health care consisted of demographic details, physical facilities, confidentiality, wait time, and overall quality. Results: The average of the total time spent by each patient during their visit at ART centers was 109.48 ± 37.97. More than two-third of patients (88.1%) were satisfied with the overall services and recommended other patients also to visit the ART centers for treatment. Maximum number of patients rated the overall quality of HIV/AIDS treatment services being delivered at ART centers as very good (55.2%), followed by those who rated it as excellent (32.0%). Conclusion: This study revealed that physical facilities and high confidentiality emerged as strengths of the ART centers in satisfying the PLHA. However, long wait time to meet the doctor contributed toward dissatisfaction among PLHA. Hence, reducing wait times and improving patient privacy can further enhance satisfaction.