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

An-Ting Peng1, Pei-Ying Wu2, Ling-Ya Chen2

  • 1National Taiwan University Hospital Hsin-Chu Branch, Hsinchu City.

Journal of the International Association of Providers of AIDS Care
|December 3, 2025
PubMed
Summary

Patient satisfaction among people with HIV (PWH) in Taiwan was high, particularly regarding hospital environment and staff interactions. Improving service delivery workflows and staff attitudes can further enhance care quality for PWH.

Keywords:
discriminationquality of carequestionnaire interviewstigma

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Area of Science:

  • Public Health
  • Healthcare Quality
  • HIV/AIDS Research

Background:

  • Patient satisfaction is a key indicator of healthcare quality for people with HIV (PWH).
  • Understanding factors influencing satisfaction is crucial for improving care retention and health outcomes.
  • This study investigates satisfaction levels and associated factors among PWH in Taiwan.

Purpose of the Study:

  • To evaluate the overall satisfaction with healthcare service delivery among people with HIV (PWH) in Taiwan.
  • To identify specific domains and factors associated with patient satisfaction within HIV care and general hospital services.
  • To provide data-driven recommendations for enhancing patient satisfaction and quality of care.

Main Methods:

  • A self-administered anonymous questionnaire with 40 questions assessed satisfaction across 6 healthcare domains.
  • Satisfaction was measured using a Likert 5-point scale for specific questions and a 1-10 scale for overall satisfaction.
  • Multivariate analysis identified factors correlated with overall patient satisfaction among 863 PWH.

Main Results:

  • The average overall satisfaction score was high at 8.94 (SD 1.17) among 863 PWH (mean age 42.9, 97.9% male).
  • Lowest satisfaction within HIV care was reported for waiting times for consultation.
  • Dissatisfaction was noted regarding medical staff attitudes during HIV status inquiry or disclosure.

Conclusions:

  • Overall patient satisfaction among people with HIV (PWH) is high in the studied Taiwanese hospitals.
  • Key factors influencing satisfaction include hospital cleanliness, registration/billing efficiency, accessibility, privacy, and healthcare provider trustworthiness.
  • Recommendations include optimizing hospital infrastructure, workflow, privacy measures, and staff training to foster a non-judgmental attitude towards HIV.