Abstract:
Purpose:The purpose of this study was to evaluate the degree of patient satisfaction with healthcare
services at JUMC among patients undergoing elective surgery and to identify the variables influencing this
satisfaction.
Method and materials: A cross-sectional study was undertaken to assess the satisfaction
level surgical patients in the surgical elective ward who were admitted at JUMC during the study
period (June, 2023 to August, 2023). A pre-tested, structured and Amharic and Oromiffa version
questionnaires was used to interview patients from elective surgical wards. Data was collected
by self -administered questioners for patients who can read and write the questionnaire
languages, otherwise it was collected by interviewing the patients by trained health workers.
Data entry and analysis done by IBM SPSS statistics version 26, Descriptive statistics, cross
tabulation and logistics regression analysis done to describe the outcome variables.
Result: A total of One hundred and seventy three(173) patients were underwent this survey
during the study period. Seven patients were excluded due to refusal to participate in the study.
Ninety one (52.6%) patients were males. The minimum, maximum and median age of the
patients were 16, 80 and 40 years respectively. The patients came from both rural and urban
areas comparably (urban, n=86, 49.7%, rural n=87,50.3%). Eighty three patients were illiterate
(48%), primary education 20.8% (grade 1 to 8, write and read), secondary education 31 (17.9%),
certificate, diploma and above 23 (13.3%). The overall level of patient satisfaction with
perioperative surgical Services at the JUMC was 115(66.5%). Inaccessibility of pharmacy and
laboratory services 35.8% dissatisfaction and the fairness of medication and investigation costs
39.3% dissatisfaction On multivariate regression analysis patients who were from urban area are
59.6% less satisfied compared to those of rural (P=0.019, AOR=0.0404, CI=0.189
0.862).patients who were informed about the possible complications of the surgery were 2.96
times more satisfied compared to those who were not informed (PV=0.009, AOR=2.96,
CI=1.307-6.708).
Conclusion: The overall satisfaction of elective surgical patients low because of lack of
proper information about their diagnosis, about the anticipated procedure and post
op.complications which should be given emphasis on informing and educating our patients
about their condition and planed treatment. There was also significant dissatisfaction with regard
to accessibility of investigations, pharmacy services and their cos which needs administrative
intervention
