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. 2025 Jan-Dec:24:23259582251403910.
doi: 10.1177/23259582251403910. Epub 2025 Dec 3.

Satisfaction With Service Delivery Among People With HIV in Taiwan: A Cross-Sectional Study

An-Ting Peng  1 , Pei-Ying Wu  2 , Ling-Ya Chen  2 , Hsi-Yen Chang  2 , Yu-Zhen Luo  2 , Yi-Ting Chen  2 , Wen-Chun Liu  2 , Yi-Chun Chen  3 , Mei-Ling Li  3 , Pei-Yu Wang  1 , Yi-Chia Huang  2 , Po-Hsien Kuo  4 , Chi-Ying Lin  3 , Kuan-Yin Lin  2 , Hsin-Yun Sun  2 , Sung-Hsi Huang  1 , Chien-Ching Hung  2   3   5
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Satisfaction With Service Delivery Among People With HIV in Taiwan: A Cross-Sectional Study

An-Ting Peng et al. J Int Assoc Provid AIDS Care. 2025 Jan-Dec.

Abstract

ObjectivesSatisfaction with service delivery among people with HIV (PWH) is an important quality of care indicator and may influence retention in care and health outcomes. This study aimed to evaluate satisfaction and its associated factors among PWH in Taiwan.MethodsA self-administered anonymous questionnaire interview with 40 questions was conducted to assess satisfaction within 6 domains of healthcare service delivery at 3 designated hospitals in Taiwan. Satisfaction with each question was measured on a Likert 5-point scale, while overall satisfaction was rated on a scale from 1 to 10. Multivariate analysis was conducted to identify factors associated with overall satisfaction.ResultsFrom January to June 2024, 863 PWH were included. The mean age was 42.9 years and 97.9% were men. The average overall satisfaction score was 8.94 (standard deviation 1.17). Within HIV care, satisfaction was lowest in the waiting time for HIV consultation. Outside of HIV care, higher dissatisfaction was observed with the attitude of the medical staff during the inquiry or disclosure of HIV status. Multivariate analysis revealed that factors positively associated with overall satisfaction included hospital cleanliness, convenience of the registration/billing system, accessibility of hospital location, privacy protection, trustworthiness of doctor(s), shorter waiting time for consultation, and friendliness of the registration and billing staff.ConclusionsOverall satisfaction among PWH was high at the 3 Taiwanese hospitals. Optimization of hospital infrastructure and workflow, strengthening privacy protection, and education for all hospital staff to promote nonjudgmental attitude toward HIV could further improve patient satisfaction and the quality of care.

Keywords: discrimination; quality of care; questionnaire interview; stigma.

Plain language summary

Improving HIV Care in Taiwan: What Patients Say Matters MostThis study examined how satisfied people with HIV in Taiwan are with the medical services they receive and what factors influence their satisfaction. Between January and June 2024, 863 participants completed an anonymous questionnaire at three designated hospitals. The survey covered the areas of healthcare services, including registration, waiting time, consultation, medication pickup, staff attitude, and privacy protection. Overall, satisfaction was high, with an average score of 8.94 out of 10. However, participants reported lower satisfaction with the waiting time for HIV consultations and with the attitudes of some medical staff when discussing or discovering their HIV status. Factors linked to higher satisfaction included hospital cleanliness, an efficient registration and billing system, convenient hospital location, privacy protection, trustworthy doctors, shorter wait times, and friendly administrative staff. Open-ended responses revealed concerns beyond scores. Some participants described issues such as overcrowded hospitals, unclean restrooms, parking difficulty, and the lack of self-service payment machines. Others shared experiences of stigma and unfriendly attitudes from various hospital staff, including nurses, doctors, and registration clerks. While the results show high overall satisfaction, there is still room for improvement. Enhancing hospital facilities, improving workflows, strengthening privacy protection measures, and providing better training for all hospital staff to reduce HIV-related stigma can help create a more inclusive and supportive healthcare environment for people with HIV.

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Conflict of interest statement

Declaration of Conflicting InterestsThe authors declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

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