Exploring the Determinants of Client Satisfaction under Community-Based Tobacco-Cessation Service Program

Background: Tobacco use is a universal health issue. Many countries, including Taiwan, are striving to boost cessation infrastructure. Taiwan has introduced a nation-wide, community-based service reimburses pharmacotherapy and counseling for smokers. Monitoring satisfaction of the program from the client perspective is the cornerstone for promoting the services quality. Methods: This cross-sectional study used telephone surveys in 2010. The subjects have utilized this program for six months and were selected randomly. Results: We recruited 5,922 clients from private clinics (72.9%) and primary health centers (21.9%). The mean satisfaction scores were 8.01; the priority satisfaction ranks were convenient transportation to clinics, other healthcare professionals' attitudes, and waiting time for services; the least prioritized ranks were the effects of medications and the consultation and education provided by healthcare professions excluded physicians. Significant determinants of satisfaction level from personal characteristics were period of tobacco use (F = 11.35**), amount of daily cigarette use (F = 3.23**), nicotine dependency (F = 7.36**), age (F = 14.79**), and educational levels (F = 8.73**). As for facility variables, the significant determinants were visitation frequency (t = -7.07**), prescription duration (t = -11.16**), and telephone greetings from the facility (t= -15.92**). Conclusions: This satisfactory cessation program contained convenient transportation, short waiting service time, and the caring attitudes of healthcare professionals attracted smokers using the service. The facilities that follow up on users' needs regularly and considerately strengthen the will and behavior for tobacco-cessation. Improving the competency of healthcare professionals in providing consultation is necessary for cessation program success.