Assessment of Patient’ Relatives Satisfaction Towards Health Service Delivery in Tertiary Health Facilities in Benin-City, Edo State, Nigeria
Central African Journal of Public Health
Volume 5, Issue 4, August 2019, Pages: 178-184
Received: Jun. 5, 2019;
Accepted: Jul. 12, 2019;
Published: Jul. 26, 2019
Views 411 Downloads 93
Esohe Olivia Ogboghodo, Department of Community Health, College of Medical Sciences, University of Benin, Benin City, Nigeria
Adedoyin Catherine Adeniyi, Department of Community Health, College of Medical Sciences, University of Benin, Benin City, Nigeria
Obehi Hilda Okojie, Department of Community Health, College of Medical Sciences, University of Benin, Benin City, Nigeria
This study aims to assess satisfaction rate of patient’s relatives towards health service delivery in tertiary health facilities in Benin City, Edo State, Nigeria. A descriptive cross-sectional study design among patient’s relatives was carried out. Data collection was by mixed methods using a pre-tested, interviewer-administered questionnaire and Focus Group Discussion Guide. Quantitative data collected was analyzed using IBM SPSS version 22.0 while qualitative data was analyzed thematically using ATLAS. ti software. Logistic regression was used to calculate the determinants of satisfaction of respondents with their corresponding odds ratios (OR), 95% confidence intervals (CI), and p-values recorded. The level of significance was set at p < 0.05. A total number of 412 respondents (comprising 400 respondents and 12 Focus Group Discussion participants) were surveyed. The study showed a higher proportion 228 (57.0%) of respondents with dissatisfaction. The determinants of satisfaction of HSD were; sex (OR: 5.976 95% CI: 1.147-3.465), skill level (OR: 7.276 95% CI: 0.149-0.740) and being on NHIS (OR: 5.442 95% CI: 0.193-0.867). Thematic analysis of the FGD revealed that poor communication, high cost of service, lack of empathy demonstrated by some health workers and prolonged stay on admission were reasons for dissatisfaction. A higher proportion of the respondents had overall dissatisfaction with HSD and factors such as timeliness, cost of service and lack of empathy demonstrated by health care workers were identified as reasons for the dissatisfaction.
Esohe Olivia Ogboghodo,
Adedoyin Catherine Adeniyi,
Obehi Hilda Okojie,
Assessment of Patient’ Relatives Satisfaction Towards Health Service Delivery in Tertiary Health Facilities in Benin-City, Edo State, Nigeria, Central African Journal of Public Health.
Vol. 5, No. 4,
2019, pp. 178-184.
Ofili OU. Patient satisfaction in healthcare delivery – a review of current approaches and methods. European Scientific Journal. 2014; 10 (25): 25-39.
Iloh GUP, Ofoedu JN, Njoku PU, Okafor GOC, Amadi AN and Godswill-Uko EU. Satisfaction with Quality of Care Received by Patients without National Health Insurance Attending a Primary Care Clinic in a Resource-Poor Environment of a Tertiary Hospital in Eastern Nigeria in the Era of Scaling up the Nigerian Formal Sector Health. Annals of Medical and Health Science Research. 2013; 3 (1): 31-37.
Mosadeghrad AM. Factors influencing healthcare service quality. Int J Health Policy Manag. 2014; 3 (2):77–89. Published 2014 Jul 26. doi:10.15171/ijhpm.2014.65.
Qadri SS, Pathak R, Singh M, Ahluwalia SK, Saini S, Garg PK. An Assessment of Patients Satisfaction with Services Obtained From a Tertiary Care Hospital in Rural Haryana. International Journal of Collaborative Research on Internal Medicine & Public Health. 2012; 4 (8): 1524-1537.
Aghamollaei T, Zare SH, Bodat A. Patients perception and expectation about healthcare services in Bandarabas healthcare centres. Journal of Hormozgan University of Medical Sciences. 2007; 11: 173–8.
Vadhana M. Assessment of patient satisfaction in an outpatient department of an autonomous hospital in phnom penh, Cambodia. Thesis Presented to the Higher Degree Committee of Ritsumeikan Asia Pacific University. 2012.
Prakash B. Patient satisfaction. J Cutan Aesthet Surg. 2010; 3 (3):151–155. doi:10.4103/0974-2077.74491.
Rajeswari T. A Study to assess patient’s satisfaction with quality of nursing care. Sree Chitra Tirunal Institute For Medical Sciences And Technology, Trivandrum. 2011.
Groene O. Patient centredness and quality improvement efforts in hospitals: rationale, measurement, implementation, International Journal for Quality in Health Care, 2011; 23 (5): 531–537. https://doi.org/10.1093/intqhc/mzr058
Poulsen I, Holm S, Schonberger M, Caetano C. Patients’ and relatives’ experience of difficulties following severe traumatic brain injury : The sub-acute stage. Neuropsychological Rehabilitation. 2009; 19 (3): 444-460.
Rokach A, Miller Y, Shick S, Abu R, Matot I. Surgery and Caregiving : Loneliness of the Patients and Those Who Care for Them. Open Journal of Medical Psychology. 2014; 3: 222-234.
Kieft RA, de Brouwer BB, Francke AL, Delnoij DM. How nurses and their work environment affect patient experiences of the quality of care: a qualitative study. BMC Health Serv Res. 2014; 14: 249. Published 2014 Jun 13. doi: 10.1186/1472-6963-14-249.
Rokach A, Parvini M. Experience of adults and children in hospitals Early Child Development and Care. 2011; 181 (5): 707-715.
Davidson JE, Powers K, Hedayat KM, Tieszen M, Kon AA, Shepard E et al. Clinical practice guidelines for support of the family in the patient-centered intensive care unit: American College of Critical Care Medicine Task Force 2004 – 2005. Lippincott Williams & Wilkins. 2007; 35 (2): 605-622.
Saha D, Sinha R, Bhavsar K. Understanding job stress among healthcare staff. Online Journal of Health and Allied Sciences. 2011; 10 (1): 1-4.
Encyclopedia Britannica. Benin city In: Edo state, Nigeria. 1996. Available from: www.britannica.com. Accessed on 2019 Jun 30 at 3:15pm.
University of Benin Teaching Hospital. About Us [Internet]. 2017. Available from: http://www.ubth.org. Accessed on 2019 Jun 30 at 3:30pm.
Federal Neuro-Psychiatric Hospital Benin city. In-Patient Facilities. In: General adult psychiatric services. [Internet]. 2017. Available at: www.psychospitaluselu.com. Accessed on 2019 Jun 30 at 4:00pm.
Stella Obasanjo Hospital. About Us [Internet]. 2016. Available at: Http://medpages.info. Accessed on 2019, Jun 30 at 4:10pm.
Suresh KP, Chandrashekara S. Sample size estimation and power analysis for clinical research studies. J Hum Reprod Sci 2012; 5: 7-13.
Tynan AC, Drayton JL. Conducting Focus Groups- A guide for first time users. Marketing Intelligence & Planning. 1988; 6 (1): 5-9.
International Labour Office. International Standard Classification of Occupations Structure, group definitions and correspondence tables. 2012.
Uzochukwu B, Ughasoro M, Etiaba E, Okwuosa C, Envuladu E, Onwujekwe O. Health care financing in Nigeria: Implications for achieving universal health coverage. Nigerian Journal of Clinical Practice. 2015; 18 (4): 437-444.
Laokri S, Soelaeman R, Hotchkiss DR. Assessing out-of-pocket expenditures for primary health care: how responsive is the Democratic Republic of Congo health system to providing financial risk protection?. BMC Health Serv Res. 2018; 18 (1): 451.