479. What Are The Drivers of Clinic Satisfaction Among HIV-infected Patients?
Session: Poster Abstract Session: HIV Primary Care
Friday, October 21, 2011
Room: Poster Hall B1
Background: Retention in care predicts HIV survival and optimal methods for increasing retention in care for HIV patients need to be defined. The business world offers a framework for increasing retention by focusing on customer satisfaction. Limited studies suggest certain drivers of patient satisfaction may have a positive effect on adherence. This study describes the drivers of clinic satisfaction in a large HIV patient population.

Methods: A patient satisfaction survey was administered in the waiting rooms of two clinics. Inclusion criteria consisted of HIV-1 infected patients 18 years or older with an intake visit at last 1 year ago. Exclusion criteria included 1) no HIV primary care provider visit in the past year; 2) incarceration > 30 days in the past year; 3) mentally or physically unable to complete the survey; and 4) inability to complete the survey in English or Spanish. Factor analysis determined whether certain dimensions of clinic satisfaction could be grouped systematically. We performed a multivariate linear regression model of clinic satisfaction on our hypothesized drivers.

Results: We approached 553 patients. 490 patients completed the survey and were included in the analyses. The majority of patients were non-Hispanic black (61%), had a household income of less than $10,000 (54%), were MSM (36%), and graduated from high school or equivalent (35%). The model indicated an acceptable fit (R square = 0.517, p=0.000). The predictor most strongly associated with clinic satisfaction was HIV provider satisfaction (β =0.426, p=0.000). Also significant was ease of calling the clinic (β =0.158, p=0.022). The staff and facility constructs were marginally significant predictors of clinic satisfaction depending on missing data assumptions. Factors not found to be significant include wait time, parking, social work, pharmacy and lab.

Conclusion: Provider satisfaction is the strongest driver of clinic satisfaction. Non-people drivers like wait time and parking did not predict clinic satisfaction. This study shows the significance of certain factors in driving satisfaction. In addition, it is useful to clinics in making resource allocation decisions and developing informed and targeted interventions to improve patient satisfaction with HIV care.

Subject Category: H. HIV/AIDS and other retroviruses

Bich Dang, MD, VA Health Services Research & Development Center of Excellence, Michael E. DeBakey Veterans Affairs Medical Center, Houston, TX; Medicine, Baylor College of Medicine, Houston, TX, Maria Rodriguez-Barradas, MD, Medicine- Infectious Disease, Michael E. DeBakey VA Medical Center and Baylor College of Medicine, Houston, TX, Robert Westbrook, PhD, MBA, Jones Graduate School of Management, Rice University, Houston, TX and Thomas Giordano, MD, MPH, Department of Medicine, Baylor College of Medicine, Houston, TX, USA , Houston, TX; Medicine, VA Health Services Research and Development Center of Excellence, Michael E. DeBakey VA Medical Center, Houston, TX


B. Dang, None

M. Rodriguez-Barradas, None

R. Westbrook, None

T. Giordano, None

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