Table 1 Measures of the indicators of patient satisfaction with healthcare
Statement/question | Response categories |
|---|---|
1. How satisfied were you with the service today? | Very satisfied/satisfied; neither satisfied nor dissatisfied; dissatisfied/very dissatisfied; don’t know |
2. The doctors and nurses (health workers) discussed the treatment fully with me | |
3. I find it easy to tell the health workers when I have missed taking my tablets | (Statement/question 2-10) Agree; disagree; both agree and disagree; don’t know/not sure |
4. It is a problem that health workers do not speak my language | |
5. The health workers are too busy to listen to my problems | |
6. Some staff do not treat patients with sufficient respect | |
7. The health workers I see respect me | |
8. Patient information is kept confidential in this clinic | |
9. The facilities (including waiting area and toilets) are dirty | |
10. The queues to see a doctor or nurse are too long at this facility | |
11. In this clinic are you able to talk to the doctors or nurses in private? | Always; sometimes; never |
12. For your ARV treatment (TB care) what would you prefer: | Nurse; doctor; indifferent; don’t know |
a) To see a nurse in a nearby clinic or | |
b) To travel further to see doctor | |
13. How do you think the service in this clinic could be improved? | Yes; no |
a) Shorter queues | |
b) More health workers | |
c) Cleaner facilities | |
d) Better patient facilities (toilets, waiting room area etc) | |
e) Don’t know | |
f) Other specify |