ASSESSMENT OF THE LEVEL OF PATIENTS’ SATISFACTION WITH HEALTH SERVICE DELIVERIES AND ITS ASSOCIATED FACTORS AMONG PATIENTS ADMITTED TO SAINT PAUL’S HOSPITAL MEDICAL AND SURGICAL WARDS FROM MAY- JUNE, 2019

Abstract

Abstract Background: Satisfaction has become part of outcome quality measurement, and provides a consumer perspective and evaluation of the structure, process, and outcome of services. Ethiopia has prioritized healthcare access with little attention to the quality of the care because of its low health care coverage. There are only few studies that were conducted on patient satisfaction in health care delivery in Ethiopia in general and at study area, Addis Ababa in particular. Objective: - To assess the level of patients’ satisfaction and associated factors among patients admitted to the Medical and Surgical Wards in Saint Paul’s Hospital (SPH). Method: - A cross-sectional study design was used to assess the level of patient satisfaction and associated factors among a total of 366 patients admitted to Medical and Surgical Wards of SPH. Data was collected using the Hospital Consumer Assessment of Health Providers and Systems Hospital Survey. The collected data was analyzed using SPSS computer software version 16. Results: - The general patient satisfaction was 50.8%. Patient satisfaction was relatively higher with physician care (59.3%) and least with giving information about medications and their side effects which was 27.5%. satisfaction regarding nursing care, pain management and information on transition of care from inpatient to outpatient is 51.9%, 36.6% and 32.5% respectively. Overall satisfaction with nursing care, overall satisfaction with physician care and giving patients written information on discharge about their condition and future follow up were found to be predictors of general patient satisfaction. Conclusion and recommendation: - Patient satisfaction was found to be low as compared to different studies done in other places. Overall satisfaction with nursing and physician care as well as giving patients written information were found to be predictors of general patient satisfaction. Further study and attention on improving communication skills as well as creating conducive hospital environment is recommended. Key Words: - Patient satisfaction, Health care, admission to ward