Sauti Za Wananchi “voice of the people”: patient's satisfaction on the medical wards at a Kenyan Referral Hospital (original) (raw)
Related papers
2017
Quality is the ability to deliver services that satisfy the consumer’s needs whereas service quality is the ability to meet or exceed customer expectations, providing quality healthcare is an ethical obligation of all healthcare providers and receiving quality care is a right of all patients. Africa Countries including Kenya has witnessed general deterioration in health indicators due to rapid population growth, child nutrition problems, poverty, HIV/AIDS, acute respiratory infections, malaria, diarrhea, and poor quality health facilities and services. Nairobi city with high population and Kiambu a neighboring County, the Public and some Faith-based hospitals in these two counties experience shortage of drugs and medical supplies, unaffordable out-of-pocket costs for health services’ consumers, poor quality of care due to overcrowding of the patients, thus services provided are considered unsatisfactory.
Primary Health Care: Open Access, 2013
Introduction Quality is the ability to deliver services that satisfy the consumer's needs whereas service quality is the ability to meet or exceed customer expectations, providing quality healthcare is an ethical obligation of all healthcare providers and receiving quality care is a right of all patients. Africa Countries including Kenya has witnessed general deterioration in health indicators due to rapid population growth, child nutrition problems, poverty, HIV/AIDS, acute respiratory infections, malaria, diarrhea, and poor quality health facilities and services. Nairobi city with high population and Kiambu a neighboring County, the Public and some Faith-based hospitals in these two counties experience shortage of drugs and medical supplies, unaffordable out-of-pocket costs for health services' consumers, poor quality of care due to overcrowding of the patients, thus services provided are considered unsatisfactory. Objective To compare client perceptions on quality of health care offered to patients admitted into public and Faith-based hospitals in Nairobi and Kiambu Counties in Kenya. Methods A descriptive cross-sectional study of client perception on quality of health care offered to in-patients in public and faith based hospitals in Kiambu and Nairobi, Kenya was conducted. A sample of 384 patients, 238 from public hospitals and146 from Faith-based hospitals, and 276 were female and 146 male. Comparative analysis of quality of health care in faith based hospitals with public hospitals by use of SERVQUAL dimensions to asses' patient perception was carried out. Results: Faith-based hospitals overall mean was (4.23 on a scale of 1 to 5 & SD 0.347) showing positive opinions and public hospitals mean was 2.62 (on a scale of 1 to 5 & SD 0.760) indicating negative opinions among all five (Tangibility, Responsiveness, Reliability, Assurance and Empathy) dimensions. The overall T test was-24.688; there was a mean difference in the patient's opinions of public and faith-based hospitals on perception of service quality. There was significance difference at p ≤ 0.05; T test and Chi-Square p value was .000 for all five dimensions. Conclusion Patients had positive perception on service quality in faith-based and negative perception on service quality in public hospitals. There is need for restructuring health service in public hospitals, to put in empowerment strategies to provide patient centeredness which is continuous quality health care improvement process.
2021
Background: Patient satisfaction is an individualized perception resulting from the person's assessment towards the experience of the healthcare services provided. It is a key indicator to evaluate quality of healthcare. Satisfaction studies were less addressed in the continent compared to the other developing countries. This study is the first of its kind conducted in Somalia. Objective: This study aims to assess the level of patient satisfaction with inpatient healthcare services in public and private hospitals in Borama. Method: A cross-sectional study design was conducted from 11 July to 5 th September 2019 at Borama regional hospital and Allaale hospital. Convenience sampling method was applied to recruit 270 patients as participants. A standardized structured questionnaire cited from similar literature was used to assess the level of patient satisfaction towards inpatient hospital services. SPSS version 13 were applied for data input and analysis. Results: A total of 250 inpatients completed the study. We observed overall net inpatient satisfaction mean score of 3.91± 0.83 on private hospital and 2.64 ±1.19 on public hospital. Dimensions of Medical Care 4.03 ±0.84 and Information 3.12 ±1.26 were found to have the highest and the lowest proportion of satisfaction in private hospital, while Discharge and Aftercare 2.51±1.18 and Information 2.27 ±1.12 remains the highest and the lowest satisfaction scores in public hospital. Multivariate analysis of socio-demographic characteristics, older groups have higher satisfaction than others (p<0.05), while females have higher satisfaction on information dimension. Students, middle income groups and urban resident remain higher satisfaction on most of the satisfaction dimensions (p<0.05). Patients in private hospital remains higher satisfaction scores in all evaluated dimensions compared to patients hospitalized in public hospital. Conclusion: Generally, patients were satisfied with the hospital services acquired, with a higher satisfaction level on private hospital. Higher levels of satisfaction were found in the dimensions of admission procedure, nursing care and medical care, while lower were noted in the dimensions of information delivery, patient autonomy and discharge and aftercare, especially in public hospital. It is suggested that hospitals should take improvement measures concerning organization and management in order to deliver quality health services, improve patient satisfaction and take their competitive role in the country's healthcare services.
International Journal of Advanced Multidisciplinary Research, 2022
This study sought to establish the factors associated with patient satisfaction with out-patients health care services in Mulago National Referral Hospital, Kampala, Uganda. The study employed descriptive correlation research design. The sample size of the study was 340 patients and 6 staff from the Out Patient Department (OPD). The study was dominated by unemployed female respondents who never attained any education, belonging to the age bracket of 18 – 28. It was noted that relevant drugs are not always present, patients have never gotten the prescribed drugs and have been instructed to purchase drugs from private pharmacies where they are relatively expensive and not affordable. Patients reported waiting for over two hours for services and sometimes not accessing health worker on top of the poor response from the health providers. However, the majority confirmed to have been relatively satisfied. Education, gender, age, drug stock, health cost, reception time, service accessibility, and health providers had a significant association with patient satisfaction with out-patient’s health care services. It was recommended that accessibility and availability of drugs, waiting time, number of OPD units and number professionals should be considered to improve satisfaction.
Background: Patient satisfaction is an attitude resulting from a person’s general orientation towards a total experience of health care. It is a key determinant and a legitimate measure for quality of care. In developing countries, satisfaction studies were conducted mainly on nursing care and outpatient services. Objective: This study aims to measure and describe the level of patient satisfaction within inpatient health care services. Methods: Across sectional study design was conducted from 8 May 2011 to 2 June 2011 at Jimma University Specialized Hospital. Systematic random sampling technique was employed to recruit participants. A standardized structured questionnaire developed by reviewing similar literatures was used to assess the level of patient satisfaction towards the inpatient services. SPSS version 19 statistical packages were used for data management and analysis. Result: A total of 189 patients participated. The proportion of overall net patient satisfaction was 117 (61.9%). Majority of the respondents 148 (78.3%) reported that they got the kind of service they anticipated. Cleanliness of the ward 145 (76.7%) and time to get back to home 27 (14.3%) were found to have the highest and the lowest proportion of satisfied respondents, respectively. Patients with no formal education 60 (76.9%) and patients from the rural areas 75 (68.8%) were satisfied higher than those from their counterparts. Patients at medical 22 (61.1%) and ophthalmology 10 (62.5%) wards were less satisfied than patients in other departments. Conclusion: Nearly two third of the patients were found to be satisfied by the service they received from the hospital. Most of the patients found to be dissatisfied with the nursing, pharmacy and laboratory services, while some others were still dissatisfied with the level of health education, communication and information they received about their illness. Therefore, the hospital administration system should best work on new innovative approach to keep and improve the administrative system, waiting time, hospital stay, hospital accommodation, access for medications and laboratory services to bring patient satisfaction. Nurses and physicians should have to work best to improve health education, communication and understanding between doctors/nurses and patients. Hospital reformation and modern hospital administration system could work best to keep and improve the level of patient satisfaction
Advances in public health, 2022
Background. Patient satisfaction, the concept continues to become a crucial and commonly used indicator in the sector of health care delivery for determining the quality of health care services. Satisfaction is a highly desirable outcome of clinical care and may even be an element of health status itself. Terefore, a patient's expression of satisfaction or dissatisfaction can be considered as a judgement on the quality of care in all of its aspects, whatever its strengths and weakness. Objective. Te aim of the study is to determine patient satisfaction on the quality of care and associated factors among patients admitted in Gambella General Hospital, Gambella region, southwest Ethiopia, 2020. Methods. A facility-based cross-sectional study design was conducted, and a consecutive sampling technique was used to recruit 271 study subjects among patients admitted to Gambella General Hospital. All patients who stayed at least for fve days and were discharged from inpatient wards were considered for this study. A semistructured questionnaire was used for data collection. Data were entered to Epi-data version 4.6 and exported to SPSS V21 for analysis. Binary logistic regression models were ftted to determine statistically signifcant associations between dependent and independent variables, and multivariable logistic regression with an AOR with a 95% confdence interval was ftted for candidate variables in binary logistic regression, and statistical signifcance was declared at pvalue < 0.05. Result. Te proportion of net patient satisfaction among the total of 271 respondents was 40.2% (95% CI: 34.36-46.04%). Being government employees (AOR � 0.06, 95% CI: 0.02-0.27), availability signs and direction indicators (AOR � 2.6, 95% CI: 1.18-5.54), provision of adequate information on the treatments (AOR � 2.5, 95% CI: 1.18-5.44), getting provider's attention (AOR � 3.5, 95% CI: 1.65-7.24), and understanding of specifc patient needs and concerns (AOR � 6.04, 95% CI: 2.8-12.88) were found to be signifcant predicators of patient satisfaction on the quality of care. Conclusion. Less than half of the patients were satisfed with the quality of service delivered in the wards of the hospital. Occupation, signs and directions to follow, getting adequate information about treatment, providers' attention, and understanding of specifc needs and concerns of the patients were the signifcant factors. Tus, we would recommend that the hospital management should closely work together with health professionals, supportive staf, patients, and other concerned stakeholders to improve admitted patients' satisfaction with the quality of care. Policymakers advised to develop and institutionalize better interpersonal relations in the health system.
Obstetrics and Gynecology International, 2018
Background. To improve the quality of services, satisfying patients is the primary goal of the Ethiopian reform programme. Objectives. To assess patient satisfaction and associated factors among clients admitted to obstetrics and gynecology wards of public hospitals in Mekelle town. Method: Institution-based cross-sectional study design was conducted on 413 participants using systematic sampling methods. Data were collected from March 9 to May 8, 2016, using structured questionnaires. Data were entered and cleaned in Epidata 3.1 and analysed using SPSS V20 with binary logistic regression model. Result. e observed satisfaction rate was 79.7% at 95% CI (75.8%, 83.6%). Clients were dissatisfied towards well-describing side effects of medication, informing what the medication is used for before prescribing and administering, cleanness of toilet and washroom, and access to drinking water, latrine, and hand-washing facility. Respondents live in rural area, stayed < 4 days, admitted for the first time, admitted in Mekelle General Hospital, and who reported their feeling on ways privacy was assured were more likely satisfied than their counterparts. Conclusions. e observed satisfaction rate is high. So, policymakers, Regional Health Bureau, hospital managers, caregivers, and researchers should plan and work together to keep track of patient satisfaction. Areas patients are dissatisfied should also improve.
Patient satisfaction with health services in public and private Hospitals in South-South Nigeria
To assess and compare patients' satisfaction with the quality of care in public and private hospitals in South-South Nigeria. This was a questionnaire-based, cross-sectional survey of outpatients from five hospitals in Akwa Ibom State, Nigeria, between October, 2014 and March, 2015. Reliability of the scale was 0.89; subscale internal reliability ranged from 0.40 to 0.76. Patient satisfaction with health services was generally high (73.4%), with significantly higher overall satisfaction reported by those who attended private hospitals (p < 0.001). Satisfaction with the domains of care was higher in the private hospitals. The accessibility/ convenience domain had the least mean satisfaction score-3.42 ± 0.75 and 2.69 ± 0.48 in private and public hospitals respectively. Multiple linear regression analysis indicated that marital status, monthly income and occupation predicted satisfaction in government hospitals (p < 0.001, R 2 = 0.07), whereas gender, marital status and educ...
The level of patients’ satisfaction is one among the mechanisms used in assessing the quality of health care services. This cross sectional study was conducted in Hawassa University Teaching Hospital to assess level of satisfaction of patients with outpatient health services and factors associated with it. Multiple logistic regression was used to assess the relationship between patients’ satisfaction and possible predictors. Four-fifth (80.1%) of patients reported to be satisfied with the hospital’s outpatient services. Respondents who claimed to have had a long stay in the hospital were found to be more satisfied than those who claimed to have had a very long stay (adjusted odds ratio (AOR) = 4.54, 95% CI: 2.38, 8.65). Furthermore, there was negative association between patients’ satisfaction and not getting required services in the hospital (AOR = 0.78, 95% CI: 0.41, 0.96), lack of privacy (AOR = 0.52, 95% CI: 0.27, 0.78), and absence of good dialogue with outpatient service provi...