Международный журнал экономики и менеджмента

Patients’ Satisfaction and its determinants in Outpatient Department of Deberebirhan Referral Hospital, North Shoa, Ethiopia

Abstract

Rahel Mezemir, Darye Getachew and Measho Gebreslassie

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. However, inadequate discovery of their needs may result in patient dissatisfaction. Hence, this study aimed to determine the level and determinants of patient satisfaction with outpatient department of Deberebirhan referral hospital, North Shoa, Ethiopia Methods: Institution based cross sectional study was conducted from April 1-30,2013. Systematic random sampling technique was used to get a total of 414 outpatient clients/service users/. Data was collected using pretested, structured and interviewer administered questionnaire, and it was analyzed using SPSS version 20. Both Bivariate and multivariate logistic regression were computed to identify the associated factors. Results: The overall patient’s satisfaction in health care services rendered at Deberebirhan Referral Hospital was 57.7%. Majority of the patients were satisfied with the quality of medical instruments 368(88.9%).On the contrary, Majority of the patients were not satisfied with the availability of drinking water 320(77.3%). Provision of prescribed drugs [AOR: 4.304(1.139-14.606)], older age [AOR: 3.353(1.628-6.905)], higher educational status [AOR: 0.392(0.188-0.818)] and those who were not charged for service[AOR: 2.510(1.518-4.150)] were significantly associated with patient satisfaction. Conclusion and recommendation: The overall patient’s satisfaction in Deberebirhan referral hospital was relatively high. However, lack of drugs and supplies, and long waiting time were found to be the major causes of dissatisfaction. Therefore, the Hospital management should understand these service areas and plan for a better service delivery.