Patient Satisfaction and Associated Factors among Clients Visiting Adult Emergency Department of Tikur Anbesa Specialized Hospital, Addis Ababa Ethiopia.
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Date
2021-06
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Addis Abeba University
Abstract
Background: Patient satisfaction is an important indicator of the quality of care and service
delivery in the emergency department (ED). It is defined as the individual’s positive evaluation
of distinct dimensions of health care and is an important element in the evaluation of service
rendered by a hospital. Researchers also tried to assess what aspects of the client’s characteristics
were related to their satisfaction. Patient satisfaction with emergence care service is considered
an important factor in explaining patients' perceptions of service criteria is far from ideal if as a
result of that care the patient is unhappy or dissatisfied. There is a sound rationale for making the
organization and delivery of health care responsive to client’s opinions currently, research is
interested in satisfaction in several areas, and various cultures. This study aims to evaluate
patient satisfaction with emergency care and to determine associated factors with patient
satisfaction.
Objectives: To assess patient satisfaction and associated factors among clients who visited the
adult emergency department of Tikur Anbesa Specialized Hospital, Addis Ababa Ethiopia, from
March to June 2021.
Methods: Hospital-based cross-sectional study design was employed to assess patient
satisfaction of emergency services on conveniently selected 191 clients through face-to-face
interviews in the adult ED. Data was collected by a standard modified Press Ganey questionnaire
developed in English then translated to Amharic. The questionnaires contain sociodemographic
and satisfaction items. Likert scale questionnaire was graded as strongly dissatisfied “1”,
dissatisfied “2”, satisfied “3”, and strongly satisfied “4”. Those scoring the mean or below were
considered as dissatisfied while a score above the mean was labeled as satisfied. Epi data 4.6.2
was used for data entry and cleanness and exported to SPSS version 25 was used to further
analyze the data and frequency distribution table, graphs, pie chart, and binary logistic regression
was used for data presentation.
Results: A total of 191clients who attend the TASH adult ED were included in this study. The
response rate in this study was 100% from this more than half of them were male (55.5%)
respondents. The overall satisfaction of this study were 75.9% from this the highest satisfaction
rates were observed in terms of doctors care, laboratory service, nurses care and pain
management 89%, 89%, 88.5%, and 79.3% respectively, and the lowest satisfaction rates were observed in terms of latrine cleanness, ED examination room cleanness, find my way when they
move here and there in the facility, pharmacy service and distinguish between nurses and doctors
8.9%, 27.2%, 33.5%, 39.8%, and 48.2% respectively. In Bivariate analysis, there were variables
sex, age, ethnicity, level of education, job, and monthly income which were fitted/candidate for
multivariate logistic regression analysis with P-value <0.25 whereas In multivariable logistic
regression analysis variables age and job were significantly associated with patient satisfaction
having p=0.015 and p=0.046 respectively.
Conclusions and recommendations: The lowest satisfaction rates were observed in terms of
latrine cleanness, ED examination room cleanness, find my way when they move here and there
in the facility, pharmacy service, and distinguish between nurses and doctors 8.9%, 27.2%,
33.5%, 39.8%, and 48.2% respectively. Based on the finding of this study Efforts should focus
on improving the overall cleanness of the emergency room and latrine, shortening the waiting
time, proper guider should be there to indicate the way where they move in the facility,
improving the overall pharmacy service, patient privacy should be maintained and nurses and
doctors should wear proper dress coding and apply visible badges.
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Keywords
Patient satisfaction,quality of care, Service delivery,Emergency department