Patient satisfaction is one of the indicators of quality health care that is given to the
users of the service. Patient satisfaction can be used to benchmark delivery of quality
services in health facilities more so in the realm of HIV/AIDS. This study was
undertaken to investigate patients’ satisfaction with the HIV/AIDS healthcare offered to
them at Mbagathi District Hospital’s Comprehensive Care Center (CCC) in Nairobi
County Kenya. This was a cross-sectional study which had 440 HIV/AIDS clients as
respondents. Data collection was carried out using questionnaire. Patient satisfaction
likert score was computed using five elements of satisfaction that required the
respondent to respond ‘Yes’ or ‘No’. The maximum attainable score was 5. The patient
satisfaction score was classified as full (5 marks) and partial/not satisfied (0 – 4 marks).
Analysis of overall satisfaction score ranged from 0 to 5 with a high proportion of the
participants (78.6%) scoring 5. Factors that were significantly associated with patient’s
satisfaction included; accessibility, medical visits for HIV related services, referrals of
patients for further services, and characteristics of healthcare services that contribute to
patient satisfaction. Results indicated that female gender was significantly associated
with increased patient’s satisfaction with health service delivery (81.9%) as compared
to male gender satisfaction (73.2%). Marital status was significantly associated with
patient’s satisfaction with health care service delivery as divorced patients were more
satisfied compared to married status. Findings of the study indicated there was high
satisfaction by the respondents. Health providers should be sensitized to the finding of
the various factors that affect patient satisfaction in order to keep patients satisfied with
the services they receive. Increasing HIV/AIDS level of satisfaction is extremely
essential and inevitable to diminishing the unbearable burden of accessing HIV/AIDS
healthcare services in the CCCs.