Level of Satisfaction among out-patient attendants of Nigist Eleni Mohammed Memorial Hospital, Hadiya Zone, South Ethiopia

Abstract

Background: Patient satisfaction is reportedly a useful measure to provide a direct indicator of quality in healthcare. Despite some progresses regarding patients’ satisfaction, little is known about the users’ perception on the service provided in Nigist Eleni Mohammed Memorial Hospital. Therefore; the objective of this study is to predict the level of satisfaction and its determinant among patients attending Nigist Eleni Mohammed memorial hospital. Methods: A hospital based cross sectional study was conducted from August 30/2015 to September 30/2015, on a sample of 413 patients attending outpatient department of the hospital. Systematic sampling technique was used to select study subjects. Data was collected using structured questionnaire and Data was entered and analyzed by SPSS for windows version 16. Result: Out of 413 OPD attendants, less than half 43.8 % were satisfied by the hospital services. Participants with College and above educational status were less likely satisfied by the hospital service [AOR=0.23, 95% CI: (0.11, 0.47)]. Participants who had too long waiting time for emergency treatment were less likely satisfied by the hospital services [AOR=0.53, 95% CI: [AOR=0.53, 95% CI: (0.32, 0.89)]. Participants who did not get medical care as needed were found to have negative association with client level of satisfaction [AOR=0.33, 95% CI: (0.19, 0.57)]. Participants who ignored by doctors were less likely to be satisfied by the hospital services [AOR=0.42, 95% CI: (0.25, 0.72)]. Failure to spend plenty of time with doctors reduced the odds of participants’ satisfaction by the hospital services [AOR=0.20, 95% CI: (0.10, 0.38)] Conclusion: In this study, the overall satisfaction with services at the outpatient department of NEMMH was low. Long waiting time for emergency treatment, unable to access medical specialists as needed; unable to get medical services as needed; doctor’s ignorance of clients and doctors fail to spend plenty of time with clients; and costs for medical service affordability were found major causes of client dissatisfaction.