Assessment of the Level of Patient Satisfaction and its Determinants among Admitted Patients in Selected Public Hospitals of Addis Ababa Ethiopia, 2013
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Date
2013-05
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Addis Ababa University
Abstract
Background: In Ethiopia, the Federal Ministry of Health uses a range of indicators to measure the quality of health service delivery and to track changes over time. Although quality of care is measured with a diverse set of ways, patients are in a unique position to report their health care experiences and inform health care providers about factors that may improve or hinder their satisfaction.
Objective: To assess the level of patient satisfaction and its associated factors among adult patients admitted in selected public hospitals of Addis Ababa Ethiopia, 2013.
Methods: A cross-sectional study design was conducted to estimate the level of patient satisfaction and associated factors in selected public hospitals of Addis Ababa.The study participants were selected using simple random sampling technique. Data were collected by face to face interview method using a structured and pre-tested questionnaire.
Descriptive analysis and logistic regressions were fitted to identify the independent factors which determine patient satisfaction.
Results: A total of 397 discharged patients were involved in the study and 330 (83%) of the patients were satisfied by the services they had get at the health facilities.
Only 67 (17%) of the patients had reported that they were not satisfied. Based on the result of multivariate analysis, the variables nurse communication (AOR=9.2, 95%CI=2.596 - 32.71), easy to find your way around the health facility (AOR=3.5, 95%CI=1.715 - 7.28), getting all drugs prescribed (AOR=3.1, 95%CI=1.39 - 6.747), getting all laboratory investigation requested (AOR=3.4, 95%CI=1.235 - 9.245), staying to get bed (AOR=0.026, 95%CI=0.001- 0.664) and informing symptoms to look for after you left the hospital (AOR=4.3, 95%CI=1.744 - 10.434) were the independent predictors of patient satisfaction.
Conclusion and recommendation: In summary, 83% of the patients were satisfied by the services they were offered while only 17% of the patients were dissatisfied.
The variables nurse communication, easily finding ways around the health facility, getting all drugs prescribed, getting all laboratory investigation requested, length of staying to get bed and informing patients the symptoms to look for after they leave the hospital were the significant predictors of patient satisfaction. Establishing a clear verbal and written communication between health care providers and patients, availing essential pharmaceutical and laboratory service along with effective bed management are critical to improve patient satisfaction in the inpatient settings.
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Patient satisfaction,Public hospitals