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

Abstract

IJEMS, an open access journal during the study period were selected by using systematic random sampling technique. Seriously ill patients were excluded. The sample size was calculated using single population proportion formula with the following assumptions; proportion 43.6% (which was obtained from patient satisfaction at Tigray Zonal Hospital), 5% margin of error at 95% confidence level. The sample size was 416 after considering 10% non response rate. The total sample size was allocated proportionally to all out patient department services. The dependant variable was patient satisfaction; likewise the independent variables included were;socio demographic factors (age, sex, marital status, educational level, occupation, residence, frequency of visit, patient department), frequency of visit, reason for visit, payment status, waiting time, availability of drugs and supplies and other hospital service. Waiting time: the time gap between the patient's arrival at the service delivery point and the time the patient received health service. Satisfied: In this study refers to clients who have the overall satisfaction of equal and above the mean score calculated from the satisfaction measuring items. The questionnaires were prepared by reviewing relevant literatures. Pre-test was done on 10% of the subjects at Enat hospital. Data were collected by pre-tested, pre-coded and interviewer-administered questionnaires.The collected data were cleaned, coded, entered into EPI-INFO version 3.5.1 software and transferred and analysed using SPSS computer soft ware package version 20. Summary statistics of socio demographic variables were presented using frequency tables and graphs. Bivariate analysis was done and variables with p-value less than 0.2 were included in the multiple logistic regression analysis. Odds ratio and 95% confidence intervals were also computed along with the corresponding p-value. A total of 414 patients were enrolled in the study with a response rate of 98%. Out of the total study subjects, 226 (54.6%) were females. One hundred thirty one (31.6%) and 98 (23.7%) of the clients were in the age group of 25-34 and 35-44 years respectively. Similarly, 332 (80.2%) and 323 (78.0%) of the study subjects were orthodox in religion and Amhara in Ethnicity (Table 1). Level of patient satisfaction From the total of 414 respondents, 239 (57.7%) patients were satisfied by the overall service rendered in the hospital. Majority of the patients 350(84.5%), 253(61.1%) 368(88.9%), 288(69.6%) were satisfied with the availability of nurses for consultation, privacy during examination, quality of medical equipments, and clean and tidy environment respectively. Factors associated patient satisfaction at outpatient department The result showed that age, educational status, payment status, waiting time, availability of drug and supply were found to be significantly associated with patient satisfaction in the multiple logistic regression analysis model (p<0.05). Patients who belong to the age group of above 45 years and did not charge for the treatment were found be 3.35 and 2.5 times more likely to be satisfied than those who were in the age group of 15-24 [AOR:3.353(1.628-6.905)] and paying for the treatment [AOR: 2.510(1.518-4.150)] respectively. Furthermore, respondents who had higher education and spent more than two hours in the hospital before getting service were 61% and 84% less likely satisfied than those who were illiterate [AOR: 0.392(0.188-0.818)] and spent less than one hours in the hospitals before getting service [AOR: 0.149(0.077-0.287)] respectively.