Patient Satisfaction in HIV Counseling and Testing Services with the Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI) Method

ABSTRACT

Provider Initiated HIV Testing and Counseling (PITC) is an HIV test offered by health professionals to patients as an initial diagnosis of HIV and a facility for obtaining HIV medication. Patient satisfaction helps assess the communication pattern between the client, the healthcare provider, and the healthcare manager. This study was conducted at 30 public health centres with 120 patients to determine patient Satisfaction concerning PITC, assessed through Customer Satisfaction Index (CSI) analysis. Then, the public health centre prioritized the importance-performance analysis (IPA) method in a Cartesian chart. The result obtained a 66,73% CSI value, meaning the PITC offered was relatively not good. The education level of patients and HIV test results correlate with patient Satisfaction with PITC services. Health professionals could optimize PITC service by improving the service quality by explaining that the HIV test was confidential, asking for the patient's consent before taking any action, and defining the phase of HIV growth thoroughly until it converted into AIDS.