Patient Satisfaction in TB Care: What Kampala's Clinics Are Telling Us

In Kampala, patient satisfaction in TB care consultations is significantly influenced by factors such as the time spent with the clinician, the clarity of explanations about the treatment, the perceived technical skills of healthcare professionals, and the personal manner of the clinicians. When clinicians dedicate sufficient time, provide clear explanations of diagnosis, treatment, and potential side effects, demonstrate competence, and treat patients with courtesy, respect, and empathy, satisfaction levels tend to be higher. The study did not measure the impact of language skills of the clinicians, or cultural sensitivity on patient's satisfaction, which could be an area of further study.

Patient satisfaction is crucial because it directly impacts treatment adherence and outcomes. Satisfied patients are more likely to follow their treatment plans, attend follow-up appointments, and ultimately experience successful recovery. Positive experiences during consultations, driven by factors like clear communication and a respectful clinician manner, foster trust and cooperation, leading to better health outcomes. It is also important to consider other factors such as support from family, friends or community as it relates to treatment adherence.

The study identified lower patient satisfaction levels regarding waiting times before appointments, the convenience of the consultation location, the efficiency of communication through phone calls, and the overall waiting time at the clinic. To address these issues, clinics could implement appointment scheduling systems to reduce waiting times, explore more accessible consultation locations, improve communication methods, and streamline clinic workflows to minimize delays. The study does not suggest specific approaches, like using online communication, or hiring specific patient support staff to address some of the practical concerns. Furthermore, it is not clear from the findings whether patients would prefer one approach over another.

Healthcare providers can leverage the study's findings by focusing on the key factors that drive patient satisfaction. This includes ensuring clinicians allocate sufficient time for consultations, providing clear and understandable explanations about the diagnosis and treatment plan, demonstrating technical proficiency, and adopting a courteous, respectful, and empathetic approach. Additionally, addressing issues like long waiting times and inconvenient clinic locations can further improve patient experiences and treatment adherence. Future studies could focus on specific training interventions for clinicians to improve specific behaviours during consultation.

The study highlights the critical role of patient-centered approaches in TB care within urban settings. The findings suggest that focusing on factors like communication, respect, and convenience can significantly improve patient satisfaction, leading to better treatment adherence and health outcomes. This underscores the need for healthcare systems to prioritize patient experience as a key component of TB control strategies. Future studies can also focus on how cultural expectations of the patients from their healthcare providers influences patient satisfaction, or even how the patients previous engagement with the healthcare system and trust levels plays a role.