Patient Satisfaction on Quality of Health Care Delivery on Private wing of the ALERT Hospital

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Addis Abeba University


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.



Patient satisfaction, quality of health care delivery, private wing.