Patient satisfaction and associated factors between public and Private wings among patients admitted to jimma university Medical center, southwest ethiopia: comparative cross sectional Study

Abstract

Background: In 2009 EMOH launched private wing service at federal hospital for retaining of doctors, the services has been provided beyond the regular working hours for those who can afford. Measuring the quality of health care is a necessary step in the process of improving health care quality and it tells us how the health system is performing and leads to improved care. Patient satisfaction has been considered as one of the most reliable quality measures and it is affected by both internal and external factors. There was no published literature in Ethiopia that assessed and compared patient satisfaction between public and private wings. Objective: This study aimed to compare overall patient satisfaction score and associated factors between public and private wing among patient admitted to JUMC, Southwest Ethiopia, March, 20 17. Methods: A hospital based comparative cross sectional study was conducted from March 7, to April 6, 2017. The total sample was 252(189 for public and 63 for private). Based on inclusion criteria, selected patients admitted to public and private wings of surgical, gynecological and maternity ward during study periods was included consecutively. Data was collected through observation and interviewer administered questionnaires. Data was cleaned and edited using Epi-data ver.3.1 and exported to SPSS ver.21 and descriptive statistics was done. Independent t-test and ANOVA were done to compare variables. Principal component analysis was done. Bivariate and multivariate linear regressions was done to identify determinants of patients’ satisfaction at both admissions. Result: A total of 230(172 public wards and 58 private wing), respondents were participated with 91% response rate, with female domination 58% and 67% at public and private wing respectively. There is a significant difference between public and private wing on patient satisfaction score (F=13.639, p<0,001) and also on perceived waiting time, technical competence, availability and perceived empathy. History of admission, waiting time to be admitted and to take lab results were significant determinants of satisfaction score. Those who waited <1hr. increased satisfaction score by .131 unit than who waited ≥ 1days to be admitted (95% CI; .111 - .151) at public wards. Conclusion: Patients at private wings were more satisfied than pubic wards. The hospital administrative should consider increasing number of beds to maximize the access and reduce waiting time. Also the health service manager of the hospital should provide an in-service training for health personnel to bring a better demonstration of the interpersonal relation for a better satisfaction which in turn reduces duration of hospital stay as a satisfied patient more likely adhere to treatment plan.