Assessment of Inpatients’ Satisfaction with Health Care Services in Bedelle General Hospital, Oromia, Ethiopia

Abstract

Background: Studies reveal that health service qualities in developing countries are low. Ethiopian health sector has encountered problems related to poor patients care and services particularly in government health care institutions. This paper aims to assess inpatients’ satisfaction with healthcare services in Bedelle General Hospital, Oromia, Ethiopia. Methods: Both quantitative (survey) and qualitative (in-depth interviews, observation and key informant interviews) methods were used to gather data. Cross sectional study design was employed to select 192 participants using stratified and systematic sampling technique. An interviewer administered questionnaire was used to collect survey data. Descriptive and inferential statistics were carried out to analyze the quantitative data using SPSS version 20.0. Multiple logistic regression models were employed to indicate the association between independent and dependent variables. The qualitative data was analyzed thematically and triangulated alongside with quantitative data. Results: A total of 192 inpatients were included to the study. The level of inpatients satisfaction was 51%. The highest satisfaction of respondents was found in physician services 190 (96.88%) and the lowest was found in access to water 36 (18.75%). The important predictors that influenced inpatients satisfaction were up-to-date equipment, physical facilities, materials, employees good-looking, dependability of the hospital, providing services on time, patients feeling safe in transactions, employees’ politeness, employees’ knowledge, attention given to patients, understanding patients, doctors’ willingness to answer patients questions, information provided, information addressed, lab test fee, drug cost, transport fee, and accommodation cost. Challenges inpatients face to access healthcare service in the hospital were poor health infrastructure, inadequacy of medical supply, poor sanitation and poor attitudes of health workers. Conclusion: Policy interventions on healthcare quality may contribute to quality of services rendered in public health care facilities in Ethiopia. The main implication of this study is the need to improve physical facilities, upgrade medical supplies, improved sanitation and strengthening a way of monitoring and evaluating work performance. Providing quality healthcare services in the public healthcare facilities may have a significant paramount for the well-being of the people and social development.