100%(2)2 out of 2 people found this document helpful
This preview shows page 209 - 213 out of 549 pages.
Exhibit 5-G Clinic Patient Satisfaction With HIV ServicesWith the change in the natural course of HIV/AIDS resulting from theuse of highly active antiretroviral therapy, individuals with HIV/AIDSare living longer and receiving ambulatory care for longer periods aswell. Recognizing the importance of client satisfaction to the deliveryof high-quality services, the largest ambulatory clinic in Australia setout to develop a multidimensional measure of client satisfaction andadminister a survey using those measures. The measures and the surveyresponses are shown in the table below.The clients were generally satisfied with the services and the personneldelivering services, except for wait time on arrival. However, clientsatisfaction varied for different subgroups. For example, clientsinvolved with the clinic for shorter periods and those who visited theclinic less frequently were more satisfied. From qualitative interviewsthat were conducted alongside the surveys, the evaluators found that“good rapport [between the client and the health care provider] was themain reason for staying with the same [health care provider].”Satisfaction Ranking of 16 Aspects of ServiceSatisfaction Ranking of 16 Aspects of Service209
12Length ofconsultation time844.4513Uninterruptedconsultation834.3114Availability ofHCP834.2815Benefited morethan expected794.1516Waiting time onarrival342.74Overall mean (excluding“Waiting time on arrival”)904.42Overall mean (including“Waiting time on arrival”)864.32Source: Adapted from Chow, Li, and Quine (2012).Note: HCP = health care provider.Another potential pitfall has to do with the interpretation of the outcomeindicator data. Given a range of factors other than program performancethat may influence those indicators, interpretations made out of contextcan be misleading and, even with proper context, can be difficult. Toprovide suitable context for interpretation, outcome indicators mustgenerally be accompanied by other information that provides a relevantbasis for comparison or explanation. We discuss the kinds of informationthat can be helpful in the following section.Interpreting Outcome DataOutcome data collected through routine outcome monitoring can beespecially difficult to interpret if not accompanied by information aboutchanges in client mix, relevant demographics, local economic trends, andthe like. Job placement rates, for instance, are more accurately interpretedas a program performance indicator in light of information about the211
market. A low placement rate may not reflect poorly on program