Beyond Satisfaction Surveys: A Global Perspective on Patient-Centered Care

This talk covers collaborative research efforts from the University of Washington and Kenyan partner institutions to improve quality of care for young people affected by HIV in Kenya. Globally, despite availability of effective HIV prevention and treatment, adolescents continue to be disproportionately affected by HIV and have poor care outcomes compared to other age groups. In Kenya, adolescents reported encounters with health providers who treated them with stigma and judgment, and yet satisfaction surveys yielded results that nearly all were “very satisfied” with their care. What exactly were patient satisfaction surveys measuring and do they really capture user experiences of care? Findings from two studies using standardized patient actors to both improve and measure quality of HIV care for young people in Kenya will be discussed.

Presented by: Pamela Kohler PhD, MPH, RN | Associate Professor, Department of Global Health

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