Journal Article

Effect of differentiated service delivery models for HIV treatment on healthcare providers’ job satisfaction and workloads in sub-Saharan Africa: a mixed methods study from Malawi, Zambia, and South Africa

Tchereni, Timothy, Pascoe, Sophie, Ngoma, Stanley, Lumano-Mulenga, Priscilla, Morgan, Allison J., Kaiser, Jeanette L., Rosen, Sydney, Ntjikelane, Vinolia, Huber, Amy, Scott, Nancy, Phiri, Bevis, Mokhele, Idah

2025

Overview

Introduction HIV care providers are often overworked and suffer from burnout and low job satisfaction. Differentiated service delivery (DSD) models for HIV treatment aim to decongest clinics and improve providers’ quality of professional life by reducing the client/provider ratio and allowing for more time with clients in need. We investigated current job satisfaction and perceived changes in job satisfaction among HIV care providers in Malawi, South Africa, and Zambia after the adoption of DSD models of care in each country. Methods We conducted a concurrent, cross-sectional mixed methods survey with clinical and non-clinical HIV care providers between April 2021 and January 2022 at public sector clinics in Malawi ( n  = 12), South Africa ( n  = 21), and Zambia ( n  = 12). Questions investigated the effect of DSD models on provider responsibilities, work burden, time allocation, and job satisfaction. We conducted a principal components analysis of survey responses to create a job satisfaction index and estimated odds ratios (OR) using logistic regression for associations between key variables and low reported job satisfaction. We reported emerging qualitative themes. We used Herzberg’s two-factor theory to organize and interpret results, identifying motivating factors (which lead to job satisfaction) and hygiene factors (which we refer to as maintenance factors, that lead to dissatisfaction if lacking). Results Providers had generally high job satisfaction. Providers from Malawi were more likely to report lower job satisfaction than those from South Africa or Zambia (adjusted OR (aOR) 4.56; 95% confidence interval (CI) [2.12–9.80]). Providers who believed that their jobs became harder after the introduction of DSD models (2.82; [1.14–6.96]) or that their jobs did not change (6.50; [2.50–16.89]) were more likely to report lower job satisfaction than those who believed their jobs became easier. Qualitatively, providers felt DSD models improved their working conditions by easing clinic congestion and allowing them to spend more time on other tasks. Providers were particularly motivated when they could spend more time with clients. Conclusion Findings highlight the importance of DSD models in maintaining or improving healthcare providers' quality of professional life and underscore the need for continued monitoring of the impact of these models on job satisfaction among HIV care providers in resource-constrained settings.

• Publisher: BioMed Central,BioMed Central Ltd,Springer Nature B.V,BMC
• Subject: Adult / Africa South of the Sahara / AIDS treatment / Analysis / Care and treatment / Clinics / Cross-Sectional Studies / Customer satisfaction / Data collection / Delivery of Health Care - organization & administration / Differentiated service delivery / Drug stores / Drug therapy / Employees / Female / Health Administration / Health care industry / Health Personnel - psychology / Health Services Research / HIV / HIV (Viruses) / HIV infection / HIV Infections - therapy / Human immunodeficiency virus / Human Resource Development / Human Resource Management / Humans / Job Satisfaction / Likert scale / Malawi / Male / Medical personnel / Medicine / Medicine & Public Health / Methods / Middle Aged / Mixed methods research / Practice and Hospital Management / Psychological aspects / Public health personnel / Public sector / Quality management / Quality of life / Responsibilities / Social Policy / South Africa / Surveys / Surveys and Questionnaires / Treatment providers / Work hours / Working conditions / Workload - psychology / Workload - statistics & numerical data / Workloads / Zambia