Patients' Satisfaction and Associated Factors Among Outpatient Department at Wolaita Sodo University Teaching Hospital, Southern Ethiopia: A Cross Sectional Study
Science Journal of Clinical Medicine
Volume 4, Issue 5, September 2015, Pages: 109-116
Received: Aug. 24, 2015; Accepted: Sep. 6, 2015; Published: Sep. 24, 2015
Views 6783      Downloads 390
Authors
Getu Gamo Sagaro, School of Public Health, College of Health Sciences and Medicine, Wolaita Sodo University, Wolaita Sodo, Ethiopia
Alemayehu Worku Yalew, School of Public Health, College of Health Sciences, Addis Ababa University, Addis Ababa, Ethiopia
Mengistu Meskele Koyira, School of Public Health, College of Health Sciences and Medicine, Wolaita Sodo University, Wolaita Sodo, Ethiopia
Article Tools
Follow on us
Abstract
Background: Asking patients what they think about the care and treatment they have received is an important step towards improving the quality of care, and to ensuring that local health services are meeting patients’ needs and expectations. Therefore, identifying factors affecting patient satisfaction at local level is a paramount importance to plan and monitor the utilization of health care services. This study aimed to measure level of satisfaction and associated factors among patients receiving health services in outpatient departments at Wolaita Sodo University Teaching Hospital, Southern Ethiopia. Method: Facility based cross sectional study was conducted from February 1 - 28, 2015 on 421 health care service users using systematic random sampling technique. Data was collected using interviewer administrated pre-tested structured questionnaire and entered into EPI Info version 3.5.1 and then exported and analyzed using SPSS version 20. Variables having p < 0.2 at bi-variate analysis were fitted to multivariate analysis. OR, P-value and 95% CI were computed to show the association of variables (p < 0.05). Result: Among the total sample size (n = 421) four hundred fifteen adult patients were exit interviewed, giving a response rate of 98.6%, of which 211 (50.8) were medicine clinic. Overall patient satisfaction with the health care service provided at OPD clinics of the hospital was 54.2% at 95% CI (49.4% - 59%).The respondents who perceived medium empathy by the provider were found to be more satisfied as compared those who were perceived low empathy (AOR : 2.39(1.32-4.33). Moreover, respondents who reported that the waiting area was clean were more satisfied as compared to those who reported waiting area not clean (AOR: 2.53(1.44-4.47). In addition, respondents waited less than or equal to 30 minutes in waiting area preceding consultation were to be more satisfied than those who were waited 60 minutes and above (AOR: 3.16(1.37-7.25).Conclusion: The overall satisfaction of outpatient health care services provided at Wolaita Sodo University Teaching Hospital was low. Hospital managements and service providers should give attention to reduce waiting time, ensure good interactions with patients, improve drug availability and maintain privacy of patients in order to improve the level of satisfaction of patients.
Keywords
Patient Satisfaction, Outpatient, Patient, Hospital
To cite this article
Getu Gamo Sagaro, Alemayehu Worku Yalew, Mengistu Meskele Koyira, Patients' Satisfaction and Associated Factors Among Outpatient Department at Wolaita Sodo University Teaching Hospital, Southern Ethiopia: A Cross Sectional Study, Science Journal of Clinical Medicine. Vol. 4, No. 5, 2015, pp. 109-116. doi: 10.11648/j.sjcm.20150405.16
References
[1]
Donabiden A. The definition of quality and approaches to its assessment. Ann Arbor, Michigan, Health Administration Press, 1980.
[2]
Bahrampour, A., and F. Zolala. Patient satisfaction and related factors in Kerman hospitals. Eastern Mediterranean Health Journal, Vol. 11, Nos 5/6, (2005) 905.
[3]
Andaleeb S. Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Soc Sci Med. 2001; 52:1359-70.
[4]
Ofili, A. N., and C. E. Ofovwe. Patients' assessment of efficiency of services at a teaching hospital in a developing country. Ann of Afric Med. 2005; 4(4):150-153.
[5]
Jawaha, S. K. A study on outpatient satisfaction at a super specialty hospital in India. Internet Journal of Medical Update-EJOURNAL 2.2 (2007).
[6]
Fekadu A., Andualem M., Yohannes H/M. Assessment of clients’ satisfaction with health service deliveries at Jimma University Specialized hospital. Ethiop J Health Sci. 2011; 21(2):101–9.
[7]
Asefa A, Kassa A, Dessalegn M. Patient satisfaction with outpatient health services in Hawassa University Teaching Hospital, Southern Ethiopia Journal of Public Health and Epidemiology. Vol. 6(2), pp. 101-110, February 2014.
[8]
Mitike G, Mekonnen A, Osman M. Satisfaction on outpatient services in hospitals of the Amhara region. Ethiop Med J. 2002; 40:387–396.
[9]
World health organization (WHO) Regional office for Africa: country cooperation strategy 2008–2011. Ethiopia: WHO 2009.
[10]
World Health Organization. The World Health Report 2000. Health Systems. Improving Performance. World Health Organization Geneva Switzerland 2000.
[11]
Cleary, Paul D. The increasing importance of patient surveys: Now that sound methods exist, patient surveys can facilitate improvement. BMJ: British Medical Journal 319.7212 (1999): 720.
[12]
De Geyndt W: managing the quality of healthcare in developing countries, World Bank. Technical paper 1995; 258: 80.
[13]
Kane, Robert L., Matthew Maciejewski, and Michael Finch. The relationship of patient satisfaction with care and clinical outcomes. Medical care 35.7 (1997): 714-730.
[14]
McColl E, Thomas L & Bond S (1996). A study to determine patient satisfaction with nursing care. Nursing Standard, 10(52), 34-38.
[15]
Tayelgn A, Desalegn T Zegeye and Yigzaw Kebede: Mothers’ satisfaction with referral hospital delivery service in Amhara Region, Ethiopia. BMC Pregnancy and Childbirth 2011, 11:78.
[16]
Birhanu, Zewdie, et al. Determinants of patient enablement at primary health care centers in central Ethiopia: a cross-sectional study. African Journal of Primary Health Care & Family Medicine 3.1 (2011): 8-pages.
[17]
Birhanu, Zewdie, et al. Determinants of satisfaction with health care provider interactions at health centers in central Ethiopia: a cross sectional study. BMC health services research 10.1 (2010): 78.
[18]
Abdosh, Birna. The quality of hospital services in eastern Ethiopia: Patient's perspective. Ethiopian Journal of Health Development 20.3 (2006): 199.
[19]
Lemessa oljira, Solomon Gebre - selassie. Satisfaction with outpatient health services at Jimma hospital, South West Ethiopia. Ethiop. J. Health Dev. 2001; 15(3); 179 - 184.
[20]
Dagnew, M., and D. Zakus. Community perception on OPD performance of a teaching hospital in Gondar town. Ethiopian medical journal 35.3 (1997): 153-160.
[21]
Girmay A. Assessment of clients’ satisfaction with outpatient services in Tigray Zonal Hospitals. [Online]. 2006; Available from: URL:http://etd.edu.et/.
[22]
Adamu, H., and M. O. Oche. Patient Satisfaction with Services at a General Outpatient Clinic of a Tertiary Hospital in Nigeria. British Journal of Medicine & Medical Research 4.11 (2014): 2181-2202.
[23]
Ethiopian Medical Association. Medical ethics for physicians practicing in Ethiopia. 2nd ed. Addis Ababa: Artistic Printing Enterprise; 2003.
[24]
Patavegar BN, Shelke C, Adhav P, Kamble MS. A cross-sectional study of patient’s satisfaction towards services received at tertiary care hospital on OPD basis. National Journal of Community Medicine. 2012; 3(2):232-237.
[25]
Bekele, Abebe, et al. Levels of outpatient satisfaction at selected health facilities in six regions of Ethiopia. Ethiopian Journal of Health Development 22.1 (2008): 42-48.
[26]
Rajbanshi, L., et al. Satisfaction with health care services of outpatient department at Chitwan Medical College Teaching Hospital, Nepal. Journal of Chitwan Medical College 4.1 (2014): 11-18.
ADDRESS
Science Publishing Group
1 Rockefeller Plaza,
10th and 11th Floors,
New York, NY 10020
U.S.A.
Tel: (001)347-983-5186