Patient Satisfaction With Health Services At The Out-patient Department Of A Tertiary Hospital In Nigeria

Abstract

Introduction: The patient’s view as a recipient of health care service is rarely taken into consideration in assessing the quality of healthcare service delivery in many developing countries. The views and opinions of patients on the quality of service, coupled with their satisfaction with health care services can assist management and policy makers in the design, implementation and evaluation of services in order to improve health care service delivery to the populace. This study was aimed at assessing patient satisfaction with healthcare services received at a tertiary hospital in Nigeria.

Methods: A cross-sectional study was carried out at the Outpatient Clinics of the hospital during the study period. A total of 349 patients were interviewed using a pretested questionnaire to obtain information on several dimensions of perceived quality of care and patient satisfaction. The data collected was analysed using SPSS statistical software.

Results: A total of 290 (83.1%) patients were satisfied with the overall services received at the hospital. The association between the level of satisfaction, the female gender and employment status was statistically significant. Patients who were satisfied with the service had a shorter waiting time than those who were not. In addition, patients who were satisfied with the health care services had a longer consultation time compared with those who were not

Conclusion: A large number of patients were satisfied with the health care services they received in the study facility. Longer waiting time and shorter consultation time were negatively associated with patient satisfaction. There is the need to shorten waiting time and improve time for interaction between the health care professional and the patient in order to enhance patient satisfaction with health care service delivery.

Keywords: patient satisfaction, health services,Nigeria