Improving Outpatient Satisfaction
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Date
2012-05
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Addis Abeba University
Abstract
Measuring patient experience towards health care services is important for improving quality of care. Asking patients to rate the service provided, availability of medicines, cleanliness of working environment and the extent of communication is an important step towards improving the quality of care.
The Objective of this project is to improve the status of outpatient satisfaction at Goba Hospital from the current 7.4 average score to an average score of 8.4 at the end of April 2012.
Methods: Source population was patients those come to the hospitals that fulfill inclusion criteria, Study population was those sampled (selected) during data collection period and study unit was a patient who visits the hospital.
The total sample size was 50 patients. Systematic random sampling technique used to select patients to survey.
Two twelve grade-completed data collectors were employed to collect the data and a diploma graduate supervisor was recruited to facilitate the data collection process.
Data were analyzed using excel and presented by tables and graphs. Measurements of central tendency like mean and measurement of dispersion (standard deviation) were used and bivariate and multivariate analysis were used to measure strengthen of association.
Result: - After the intervention, the overall satisfaction score was 8.6. Eighty present of the respondent rated as strongly agree that the latrine and bathrooms were clean. 86% and 76% of the respondent reported that the staff told them the side effect of medication and the staff told them the symptoms to lookout after the patient left the hospital.
Cleanliness of latrine and bathrooms and someone discussed the patient what symptoms to lookout after the patient left the hospital are predictors of patient satisfaction in pre intervention at p-value and AOR {0.021, 0.014] and
[0.072, 0.079 and in post intervention at p-value and COR {[0.05, 0.008] and [0.38, 0.022]} respectively after adjusting with confounder.
Discussion: - Improving medication communication gaps and cleanness of latrine/ bathroom change the outpatient satisfaction from 7.4 score to 8.6 score. Hence, cleanliness of latrines and bathrooms and medication communication are predictors of patient satisfaction.
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Keywords
Outpatient ,Satisfaction