FACTORS AFFECTING PATIENT SATISFACTION IN OUTPATIENT DEPARTMENT; THE CASE OF YEKATIT 12 HOSPITAL MEDICAL COLLEGE

Abstract

Obtaining patient feedback through satisfaction surveys is crucial for broadly understanding their needs and perceptions of the healthcare services received. These surveys serve as a necessary tool for evaluating the quality-of-care delivery within a hospital setting. The current study adopted a cross-sectional quantitative research approach to investigate the factors influencing patient satisfaction at the Outpatient Department of Yekatit 12 Hospital Medical College in Addis Ababa, Ethiopia. The primary objectives were to ascertain the levels of patient satisfaction and identify the underlying factors that impact it. The study employed a systematic random sampling technique, with a statistically calculated sample size of 110 respondents. Only individuals aged 18 years and above were included in the study. Data collection has taken place from April 1 to 30, 2024, utilizing a pre-structured questionnaire as the research instrument. This study employed descriptive statistics to summarize the collected data on patient characteristics and healthcare service aspects. An Ordinary Least Squares (OLS) regression model was then used to analyze the relationships between these factors and patient satisfaction. Regarding the level of satisfaction, the mean satisfaction score was found to be 2.68 with a standard deviation of 0.754. Regarding socio-economic characteristics, education was identified as having a significant negative relationship with the level of patient satisfaction. Additionally, courtesy, physical environment, convenience and availability, and quality of care exhibited significant positive associations with patient satisfaction. Therefore, to achieve patient-centered healthcare, policymakers and hospital managers must prioritize monitoring patient experiences. By actively analyzing these insights, they can make data-driven decisions regarding service planning and performance evaluation. This focus on patient feedback allows for the customization of healthcare services, ensuring a better fit with patient needs and expectations.