Patients’ level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania

Background Enhancing quality of health care delivered in public health facilities in developing countries is a key prerequisite to increase utilization and sustainability of health care services in the population. The aim of the study was to determine patients’ level of satisfaction on the quality o...

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Vydáno v:BMC health services research Ročník 14; číslo 1; s. 400
Hlavní autoři: Khamis, Kudra, Njau, Bernard
Médium: Journal Article
Jazyk:angličtina
Vydáno: London BioMed Central 18.09.2014
BioMed Central Ltd
Springer Nature B.V
Témata:
Adult
Analysis
Cross-Sectional Studies
Customer satisfaction
Empathy
Female
Health Administration
Health care
Health facilities
Health Informatics
Health services
Health Services Research
Health systems and services in low and middle income settings
Hospitals
Hospitals - standards
Humans
Laboratories
Male
Medical care
Medical referrals
Medical research
Medicine
Medicine & Public Health
Medicine, Experimental
Middle Aged
Nursing Research
Patient Satisfaction
Population
Public Health
Quality management
Quality of Health Care
Quality of service
Questionnaires
Research Article
Sample size
Studies
Surveys and Questionnaires
Tanzania
Tanzania
Patient satisfaction
Donabedian model
Quality of care
Tanzania
ISSN:1472-6963, 1472-6963
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Shrnutí:Background Enhancing quality of health care delivered in public health facilities in developing countries is a key prerequisite to increase utilization and sustainability of health care services in the population. The aim of the study was to determine patients’ level of satisfaction on the quality of health care delivered at the out-patient department (OPD) in Mwananyamala hospital in Dar es Salaam, Tanzania. Methods A cross-sectional study design was conducted from April to May, 2012. A systematic sampling method was employed to select 422 study subjects. A pre-tested SERVQUAL questionnaire was used to collect data and one-sample t-test was employed to identify patients’ level of satisfaction and principal component analysis to identify key items that measure quality of care. Results Patients’ level of satisfaction mean gap score was (-2.88 ± 3.1) indicating overall dissatisfaction with the quality of care. The level of dissatisfaction in the five service dimensions were as follows: assurance (-0.47), reliability (-0.49), tangible (-0.52), empathy (-0.55), and responsiveness (-0.72). Conclusion Patients attending OPD at Mwananyamala hospital demonstrates an overall dissatisfaction on quality of care. Hospital management should focus on: improvement on communication skills among OPD staff in showing compassion, politeness and active listening, ensure availability of essential drugs, and improvement on clinicians’ prescription skills.
Bibliografie:ObjectType-Article-1
SourceType-Scholarly Journals-1
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ISSN:1472-6963
1472-6963
DOI:10.1186/1472-6963-14-400