Table 1. Distribution of item responses and reliability of multi-item constructs.

Item	Scale	Percentile			Mean (SD)
		25th	50th	75th
Component Experiences a
General
1. How easy or hard is it to call this clinic during regular hours and get the answers you need?	1–4b	2	3	4	3.0 (1.0)
Think about all the care you got at this clinic in the past 12 months.How would you rate the following?
2. Ease of getting to clinic	1–5c	3	4	5	3.7 (1.1)
3. Parking	1–5c	2	3	3	2.7 (1.3)
4. Wait time	1–5c	2	3	4	3.0 (1.2)
5. Pharmacy	1–5c	3	4	5	3.7 (1.2)
6. Lab	1–5c	3	4	5	3.6 (1.3)
7. Social work	1–5c	3	4	5	3.9 (1.1)
Facility, α = 0.85
8. Noise level	1–5c	3	3	4	3.5 (1.1)
9. Cleanliness and look	1–5c	3	4	5	4.0 (0.9)
10. Concern for privacy	1–5c	3	4	5	4.0 (1.0)
11. Clinic hours	1–5c	3	4	5	3.8 (1.0)
Staff, α = 0.91
12. Courtesy of person making appointment	1–5c	3	4	5	4.1 (0.9)
13. Helpfulness of front desk staff	1–5c	3	4	5	4.0 (1.0)
14. Courtesy of front desk staff	1–5c	3	4	5	4.0 (1.0)
15. Nurse’s concern	1–5c	3	4	5	4.0 (1.0)
Provider, α = 0.84
16. Would you recommend your regular HIV provider to other patients with HIV?	1–5d	4	5	5	4.6 (0.8)
17. All things considered, how much do you trust your HIV provider?	1–10e	9	10	10	9.4 (1.3)
18. Overall, how do you feel about your regular HIV provider?	1–7f	6	7	7	6.5 (1.1)
19. If you could switch to another HIV provider at this clinic, would you?	1–5g	4	5	5	4.3 (1.1)
Overall Satisfaction, α = 0.70
1. Would you recommend this clinic to other patients with HIV?	1–5d	4	5	5	4.6 (0.7)
2. Overall, how do you feel about the care you got at this clinic in the past 12 months?	1–7f	6	7	7	6.2 (1.2)
3. If you could switch to another HIV clinic in this area at the same cost, would you?	1–5g	3	4	5	4.1 (1.1)

SD indicates standard deviation; α indicates Cronbach’s alpha coefficient.

^aIn the 12 months prior to survey completion, a total of 36 participants had not called the clinic, 128 participants did not drive to clinic, 90 participants did not use the clinic pharmacy, and 180 participants had not seen the social worker.

^b1 = very hard, 2 = somewhat hard, 3 = somewhat easy, 4 = very easy.

^c1 = poor, 2 = fair, 3 = good, 4 = very good, 5 = excellent.

^d1 = definitely no, 2 = probably no, 3 = not sure, 4 = probably yes, 5 = definitely yes.

^e1 = I do not trust my HIV provider → 10 = I trust my HIV provider completely.

^f1 = completely dissatisfied, 2 = mostly dissatisfied; 3 = somewhat dissatisfied, 4 = mixed feelings, 5 = somewhat satisfied, 6 = mostly satisfied, 7 = completely satisfied.

^g1 = definitely yes, 2 = probably yes, 3 = not sure, 4 = probably no, 5 = definitely no.