{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,23]],"date-time":"2026-06-23T04:35:15Z","timestamp":1782189315826,"version":"3.54.5"},"reference-count":28,"publisher":"Oxford University Press (OUP)","issue":"2","license":[{"start":{"date-parts":[[2023,4,1]],"date-time":"2023-04-01T00:00:00Z","timestamp":1680307200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/academic.oup.com\/pages\/standard-publication-reuse-rights"}],"funder":[{"DOI":"10.13039\/100000060","name":"National Institute of Allergy and Infectious Diseases","doi-asserted-by":"publisher","award":["T32AI055433"],"award-info":[{"award-number":["T32AI055433"]}],"id":[{"id":"10.13039\/100000060","id-type":"DOI","asserted-by":"publisher"}]},{"name":"University of Minnesota Medical School"},{"name":"Thomas Francis, Jr. Travel Fellowship"},{"name":"Center for Global Health Nursing fieldwork funding"},{"DOI":"10.13039\/100000867","name":"Robert Wood Johnson Foundation","doi-asserted-by":"publisher","award":["Future of Nursing Scholars"],"award-info":[{"award-number":["Future of Nursing Scholars"]}],"id":[{"id":"10.13039\/100000867","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2023,6,9]]},"abstract":"<jats:title>Abstract<\/jats:title>\n               <jats:p>Patient satisfaction is an important component of health and healthcare utilization, which measures the perceived needs and expectations for healthcare services. Patient satisfaction surveys are effective in improving health outcomes by informing health facilities on service and provider gaps and guiding the development of effective action plans and policies for quality improvement within a healthcare organization. Although patient satisfaction and patient flow analyses have been conducted in Zimbabwe, the combination of these two quality improvement measures in the context of Human Immunodeficiency Virus (HIV) clinics has not previously been evaluated. This study assessed and evaluated patient flow and patient satisfaction to enhance care quality and improve HIV service delivery to optimize patient health. We collected time and motion data from HIV patients who attended three purposively selected City of Harare Polyclinics in Harare, Zimbabwe. All patients who sought care at the clinic were given time and motion forms to track their movement and the time spent at each service area. After services were completed, patients were invited to participate in a satisfaction survey regarding their services and care. The average waiting time from clinic arrival to see the provider was 2\u2009hr and 14\u2009min. The areas with the longest waiting time and bottlenecks occurred at registration (49\u2009min) and the HIV clinic waiting area (44\u2009min). Despite these extended times, the overall patient satisfaction for HIV services was high at 72%, with over half (59%) reporting that there was nothing they did not like about their services. Patients were most satisfied with services provided (34%), timely service (27%), and antiretroviral medications (19%). The areas of least satisfaction were related to time delays (24%) and cashier delays (6%). Despite prolonged waiting times, patients\u2019 overall satisfaction with their clinic experience remains high. Perceptions of satisfaction are influenced by experience, culture, and context. However, there are still several areas of recommendations to improve service, care, and quality. Specifically, reducing or eliminating service fees, increasing clinic hour times, and having available medication were most cited. Support from the Zimbabwe Ministry of Health and Child Care, City of Harare, and other decision-makers is needed to improve patient satisfaction and address patients\u2019 recommendations within the City of Harare Polyclinic organization in accordance with the 2016\u201320 National Health Strategies for Zimbabwe.<\/jats:p>","DOI":"10.1093\/intqhc\/mzad030","type":"journal-article","created":{"date-parts":[[2023,6,9]],"date-time":"2023-06-09T18:15:39Z","timestamp":1686334539000},"source":"Crossref","is-referenced-by-count":2,"title":["High satisfaction among patients at HIV clinics in Harare, Zimbabwe: a time and motion evaluation and patient satisfaction study"],"prefix":"10.1093","volume":"35","author":[{"given":"Abigail","family":"Link","sequence":"first","affiliation":[{"name":"School of Nursing, University of Washington , Box 357260, Seattle, WA 98195, United States"},{"name":"Department of Medicine, Division of Infectious Diseases, University of Rochester , 601 Elmwood Avenue, Rochester, NY 14642, United States"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Mufuta","family":"Tshimanga","sequence":"additional","affiliation":[{"name":"Department of Community Medicine, University of Zimbabwe , P.O.Box MP167 Mt Pleasant, Harare, Zimbabwe"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Barbara","family":"Cochrane","sequence":"additional","affiliation":[{"name":"School of Nursing, University of Washington , Box 357260, Seattle, WA 98195, United States"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Danuta","family":"Kasprzyk","sequence":"additional","affiliation":[{"name":"School of Nursing, University of Washington , Box 357260, Seattle, WA 98195, United States"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"286","published-online":{"date-parts":[[2023,5,18]]},"reference":[{"key":"2023060918153116500_R1","article-title":"Zimbabwe Country Facts: United Nations Programme on HIV\/AIDS 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