Abstract:
BACKGROUND: Satisfaction is considered as one of the desired outcomes of health and it
is directly related to utilization of health care services. Various studies have showed that
satisfied patients are more likely to utilize health service, comply with medical treatment, and
continue with health care providers. The aim of this study is to get the real figure of patient
satisfaction at the outpatient departments in two district Hospitals.
OBJECTIVE: To assess patient satisfaction and factors associated with outpatient health
services in Boru meda & Hidar 11 hospitals in South Wollo Zone.
MEATHODS: A cross sectional facility based study was conducted from 7 June to 8 July
2013 on a sample of 290 patients by using non random sampling technique (convenience
technique). The data was collected using pretested and structured questionnaire through
interview and it was analyzed using Statistical Package for the Social Sciences version 16.00
windows software program. Both bivariate and multivariate logistic regression analyses were
carried out. Significant factors were reported at p < 0.05 with 95% confidence interval.
RESULT: Two hundred and ninety patients were involved in the study with 100% response
rate. The overall patient satisfaction level was 48.3%. Satisfaction was found highest (84.8%)
with out of pocket payment and lowest with courtesy (37.2%). The predictors of patient
satisfaction with outpatient services were patients „expectation towards waiting time,
patients‟ expectation towards the information about their illness, and the overall attitude
patients have towards the health service.. Patients who have medium expectation towards
waiting time have 7.76 times more likely satisfied than those patients who have poor
expectation (95% CI of (0.306-.0.935). The odds of satisfaction score of patients having fair
attitude towards the health service delivery system was found 4.1 times more likely satisfied
as compared to those patients having poor attitude (95% CI of [.014-012]). Those patients
with medium expectation towards the information they would receive about their illness were
found 4.78 times more likely satisfied when compared to those having low expectation ((95%
CI of [.039-092]).
CONCLUSION: The overall satisfaction is low. Patients with poor attitude have got low
level of satisfaction. The higher the expectation of patients towards the information they get
about their illness, the higher will be their level of satisfaction. Patients with fair level of
expectation towards waiting time were found to be more satisfied as compared to that low
level of expectation. The physical environment is one of the major areas that have effect on
the level of satisfaction.
