A Pre-Post Interventional Study on Outpatient Satisfaction in St. Paul’s Hospital Millennium Medical College, Addis Ababa, Ethiopia
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Date
2018-10
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Addis Ababa Universty
Abstract
Introduction: Patient satisfaction is a primary means of measuring the effectiveness of healthcare delivery.Patients have Explicit desires for quality services when they visit health institutions.
The care in the OPD is believed to indicate the quality of services of a hospital and is reflected by patients' satisfaction with the services being provided.
Hence, this Study aimed to determine the level and determinants of patient satisfaction with outpatient department of St Paul’s Hospital millennium medical collage A.A, Ethiopia.
Problem Statement: --in St Paul’s Hospital Millennium medical college, out patient satisfaction score is below the standard which is56% at pre assessment period but the standard is above 80%.
Objective: -To improve out patient satisfaction of St Paul’s Hospital millennium medical collage from baseline of 56%in February 2018GC to 75%in June 2018 GC this 75% is decided after different literatures reviewed and also because of shortage of time and cost.
Methodology: -Apre-post interventional study was conducted at St. Paul’s hospital millennium medical college, from February to June 2018GC with sample size of 50 OPD patients both at pre andpost intervention period and data was collected by using national hospital performance and monitoring manual checklist and all steps of strategic problem solving methods used and the real root causes of low outpatient satisfaction in OPD clinic were unclean toilet, low patient to pharmacy professionals communication on patient counseling & unavailability of medications founded accordingly, training was provided for pharmacy professionals on patient counseling and frequent cleaning of the toilet was undertaken as an intervention. And data was analyzed using SPSS version 20 IBM statistics. As result cleanliness of the toilet was increased from 26% to 56% and patient counseling of pharmacy professionals was increased from 40% to 62%. Satisfaction rate that was 56% before intervention was increased to 73% after intervention on conclusion a simple set of intervention could be significantly improving cleanliness of the toilet and communication of patientto pharmacy professionals.longer follow up would be required to assess the sustainability of provider to patient communication, and cleanliness of the toilet.
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Patient, Satisfaction, Outpatient Department, St Paul’s Hospital Millennium Medical College.