Patient Satisfaction on Quality of Health Care Delivery on Private wing of the ALERT Hospital
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Date
2013-07
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Addis Abeba University
Abstract
Background: To improve the quality of health care, the health care provider needs to know what
factors influence patient satisfaction. Many cases of patient dissatisfaction can occur due to
inadequate discovery of their needs. There was no adequate study related to patient satisfaction
of health care on private wing. Therefore, the objective of this study was to assess patient
satisfaction on quality of health care delivery on private wing of the ALERT Hospital, Addis
Ababa, Ethiopia.
Methodology: A cross sectional descriptive study was conducted fromJune 17 to July 6, 2013 in
All Africa Leprosy and Tuberculosis Rehabilitation Training Center /ALERT/ Addis Ababa
Ethiopia. The data was collected by using structured questionnaire and checklist. Face to face
interview was employed. Participants of the study were interviewed after leaving
consultation/physician room. The check list was filed by the principal investigator of the study.
Results and discussion: The study has shown that the overall satisfaction level of the patients
with the quality of care they received was 238(62.8%). Majority of the clients believed that the
hospital compound was clean, quiet (no sound pollution) and not crowded 333(88%), 358(95%),
and 319(84 %), respectively. Patient satisfaction with the health care provided was found to have
no significant association with the socio- demographic characteristics of clients. More than half
(57.5%) of clients from those who are going to pharmacy were not getting the prescribed drug
from Hospital’s pharmacy. This survey has shown that waiting time for registration and being
seen by a health professional, the health service cost, courtesy and respect by nurses, patients
who believed will come again and recommends the private wing of the ALERT Hospital to
others, were predictors of patient satisfaction after adjusting for other variables.
Conclusion and recommendation: Generally the study revealed that, the overall patient
satisfaction on the private wing of the ALERT Hospital was moderate. However their
satisfaction with specific elements (indicators) of quality of care was varied. The Hospital
responsible body needs to understand the extent of the problem with drugs and supplies and plan
to look for different mechanisms to keep adequate stock of essential drugs and standard medical
equipments. and effort should be made in different dimensions on reducing waiting time and
giving quick service in the Hospital.
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Keywords
Patient satisfaction, quality of health care delivery, private wing.