Assessing Patient Satisfaction with HIV Services Offered At Gum Clinics in London

by

ACKNOWLEDGEMENT

I would like to take this chance for thanking my research facilitator, friends & family for support they provided & their belief in me as well as guidance they provided without which I would have never been able to do this research.

DECLARATION

I, (Your name), would like to declare that all contents included in this thesis/dissertation stand for my individual work without any aid, & this thesis/dissertation has not been submitted for any examination at academic as well as professional level previously. It is also representing my very own views & not essentially which are associated with university.

ABSTRACT

In this study we try to explore the concept of “Patient satisfaction with HIV services offered at GUM clinics in London” in a holistic context. The main focus of the research is on “The services offered at GUM Clinics in London” and its relation with “Patient satisfaction”. Patient satisfaction studies are widely used to assess the quality of outpatient care. The research also analyzes many aspects of “Services and treatment which are provided by the health care institutions in London” and tries to gauge its effect on “Patient contentment whether they are satisfied with the services or not”.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Background and Overview1

Definition of HIV/AIDS and its epidemic1

HIV/AIDS in United Kingdom2

HIV/AIDS in London2

Treatment and Care for HIV3

Methods of Health Care Evaluation4

The Role of Patient Satisfaction in Health Care5

The Role of Patient Satisfaction in HIV Health Care6

Study Setting6

Genito-Urinary Medicine (Gum) Clinics7

HIV/Aids Health Care Services in HUH8

Objectives of the Research8

Research Questions9

The Significance of This Thesis to HIV Patient Satisfaction Research9

CHAPTER 2: LITERATURE REVIEW11

Theoretical Framework11

Health Care Quality Evaluation Reports” Versus “Patient Satisfaction Studies11

Evolution of the Term Patient Satisfaction12

Definition of Patient Satisfaction12

Importance of Patient Satisfaction13

Factors Affecting Patient Satisfaction Levels14

Difficulties in Conducting Patient Satisfaction Research16

Study Design17

Selection of the Data Collection Method17

Participants and Sampling18

Instrument—Preparation of the Interview Guide19

Data Collection19

Data Analysis21

Demographic Characteristics22

Discussion of the Qualitative Interviews25

Research Question 1: Is there any dissatisfaction among clients with HIV care provided? Location26

Appointment Time26

Waiting Time27

Physical Environment27

Basic Services28

Attitudes and Interpersonal Manner of the HCP28

Confidentiality and Privacy29

CHAPTER 5: CONCLUSION31

Strengths of This Research31

Limitations of This Research32

Research question 3: What, if anything, has to be done to address the dissatisfaction and unmet needs?33

Research Implications34

APPENDICES39

Appendix A39

Appendix B41

Appendix E46

ACRONYMS

AIDS Acquired Immune Deficiency Syndrome

HCP Health Care Provider

HIV Human Immunodeficiency Virus

IDU Injecting Drug User

PLWHA People Living With HIV/AIDS

HUH Homerton University Hospital

CHAPTER 1: INTRODUCTION

Background and Overview

In the 21st century, five out of the ten leading causes of death worldwide are infectious diseases (Lopez et al. 2006). Every year, infectious diseases kill 14 million people (Heymann 2002). Human Immunodeficiency Virus (HIV)/Acquired Immune Deficiency

Syndrome (AIDS) is one of the ten leading global disease burdens in low and middle income countries (Lopez et al. 2006). Although HIV/AIDS does not pose a serious threat in high income countries, it is still a fatal disease and not only affects the quality of lives and lifespan of people, but also affects the economy, security, social stability and politics.

Definition of HIV/AIDS and its epidemic

HIV is a retrovirus that infects ...