Assessment of Patients Satisfaction Towards Nursing Care Services: Comparative Cross Sectional Study Among Adult Inpatients At Black Lion and Landmark General Hospital, Addis Ababa, Ethiopia, 2017
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Date
2017-07
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Addis Ababa University
Abstract
Background: The level of satisfaction of patients about the health services can be considered an
important tool of quality of services. Nursing care is a major component of the health services
because it is one of the determinants of quality of health services. Patient’s satisfaction with the
care they receive from health care providers has become one of the most important approaches to
the measurement of the quality of care in recent times as against the predominantly clinical and
administrative approaches.
Objective: This study aims to assess and Compare the level of patients’ satisfaction towards
nursing care services between Black Lion and Landmark General Hospital, 2017.
Method: Institutional based Comparative cross sectional study was conducted in Black Lion and
Landmark General Hospital from March to April 2017. A systematic random sampling technique
was used to select sample of 262 adult patients admitted in both hospitals. Data was collected
using semi structured questionnaire. The data was coded, edited, and cleaned, and entered into
Epidata 3.1version then exported to SPSS version 21 for analysis. Finally the result was
presented using charts, tables and graphs.
Result: Of the total 257 above half 181 (70.4%) of the respondents were satisfied during their
stay in hospital and 76 (29.6%) of them were not satisfied.Majority of the patients 77.8 were
satisfied with nurse adequate visit and getting their support when needed. Regarding to Nurse
explaining well and listening careful to patient and admission procedure 79.4% and 76.35 of the
study participants were satisfied respectively.Whereas only 0.4% of the patients were highly
dissatisfied on Number of rounds made by the doctor is reasonable, Nurses treat with respect and
good behavior, Nurse explaining well and listening careful to patient, The admission procedure
was good, no delay, Efficient services (length of stay ...), capacity of doctors and capacity of
nurses. Education of patients {AOR=5.8: 95% CI (1.74, 19.4)} and cause of illness (acute
illness) {AOR=2.6: 95% CI (1.32, 5.38)} were associated with satisfaction of patients in
hospital.
Conclusion and Recommendation:The study revealed that more than half of the patients were
satisfied during their stay in the hospital. There is a need to design intervention that can increase
satisfaction of the patients in the hospital
Keywords: Adult patients’ satisfaction, nursing care, dissatisfaction
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Keywords
Adult patients satisfaction, Nursing care, Dissatisfaction