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AIDS Behav. 2019 Oct 31. doi: 10.1007/s10461-019-02712-4. [Epub ahead of print]

Patients' Satisfaction with HIV Care Providers in Public Health Facilities in Lusaka: A Study of Patients who were Lost-to-Follow-Up from HIV Care and Treatment.

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Centre for Infectious Disease Research in Zambia, Lusaka, Zambia.
Centre for Infectious Disease Research in Zambia, Lusaka, Zambia.
Department of International Health, Johns Hopkins School of Public Health, Baltimore, MD, USA.
Division of Epidemiology, University of California, Berkeley, Berkeley, CA, USA.
Division of Infectious Diseases, Johns Hopkins University School of Medicine, Baltimore, MD, USA.
Centre for Global Health and Quality, Georgetown University Medical Center, Washington, DC, USA.
Division of HIV, ID and Global Medicine, University of California, San Francisco, Zuckerberg San Francisco General Hospital, San Francisco, CA, USA.
Department of Epidemiology, Johns Hopkins School of Public Health, Baltimore, MD, USA.


Prognosis among those who are HIV infected has improved but long-term retention is challenging. Health systems may benefit from routinely measuring patient satisfaction which is a potential driver of engagement in HIV care, but it is not often measured in Africa, and Zambia in particular. This study aims to internally validate a patient satisfaction tool, assess satisfaction among patients previously lost-to-follow up (LTFU) from HIV care in Lusaka province and to measure association between patient satisfaction with their original clinic and re-engagement in HIV care. A cross-sectional assessment of satisfaction was conducted by tracing sampled patients drawn from public health facilities. Our findings suggest that satisfaction tool, previously validated in USA, exhibits high internal consistency for measuring patient satisfaction in the Zambian health system. Patient satisfaction with healthcare providers is associated with re-engagement in HIV care. Future interventions on patient-centred care are likely to optimize and support retention in care.


HIV; Lost-to-follow-up (LTFU); Patient satisfaction; Re-engagement; Zambia


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