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|Title: ||Patient’s Satisfaction with Quality of Care: A Tool for Health Facility Auditing|
|Authors: ||Bulus, J.|
Fabong, J. Y.
Shuai’bu, A. R. J.
Gyede, S. G.
|Keywords: ||out-patient department|
|Issue Date: ||2017|
|Publisher: ||International Journal of Current Advanced Research|
|Series/Report no.: ||Vol.6;Iss.10; Pp 6820-6823|
|Abstract: ||Background: Patients’ perception of services and satisfaction with quality of care is an
essential parameter to assessing healthcare system for improvement. However, inadequate
discovery of their expectations may result in patient dissatisfaction.
Objective: The objective of this study was to determine patient satisfaction with care
received within the health facility and utilize the data to audit services for quality
Methodology: This study was a descriptive cross sectional study involving all patients
seen at the adult general out-patient department (GOPD) of Plateau State Specialist
Hospital Jos in June 2017. An interviewer administered questionnaire was administered to
370 consenting patients using a systematic random sampling technique.
The Concise Out-patient Department User Satisfaction Scale questionnaire was adapted
and used for data collection. The scale evaluate on nine basic items: physical environment,
equipment and facilities, appointment arrangement, waiting time, service of the dispensary/pharmacy,
support staff, physician’s professionalism and explanation given by the care physician and consultation
Results: A total of 370 patients consisting of 167 (45.1%) males and 203 (54.9%) female were
enrolled for this study. Among the patients; 239(64.6%) had tertiary education with 122(33.0%) and
135 (36.5%) being civil servants and students respectively. A total of 201 (54.3%) of the patients were
married while 138 (37.3%) were single.
One hundred and sixty nine(45.7%) of the patients rated high satisfaction with the facility physical
environment and 137(37.1%) with the cleanliness. In terms of waiting time, 138 (37.3%) of the
patients were not satisfied.
The respondents rated high satisfaction with the attitude of the health staffs (P= 0.01).
In terms of quality of care, 293 (79.2%) of the patients were not satisfied with the quality of care they
received while 76 (20.5%) were fairly satisfied. Three hundred and eighteen (85.9%) of the patients
were not sure of coming back to access care in the same facility while 309 (83.5%) were hesitant or
not sure of recommending the facility to others for care.
Conclusion: Patients are becoming more aware of global best practices because of information
available to them. There is need therefore for managers of public health facilities in conjunction with
government to continually evaluate quality improvement in care, understand the expectations of
patients so as to improve the quality of life of its citizens.|
|Appears in Collections:||Family Medicine|
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