PATIENT SATISFACTION TOWARDS SERVICES AT THE OUTPATIENT DEPARTMENT (OPD) IN EKITI STATE UNIVERSITY TEACHING HOSPITAL, ADO-EKITI, EKITI STATE)

Abstract

Satisfaction refers to a state of pleasure or contentment with an action, event or service especially one that was previously desired. When applied to medical care, patient satisfaction can be considered in the context of patient's appraisal of their desires and expectations of health care. One of the factors influencing patients' satisfaction is efficiency of services rendered to patients. The efficiency of service refers to the promptness of the care given to patients, including issues like waiting time before consultation where satisfaction has been shown to be low 43.90%, duration of consultation, amount of time spent with the doctor subsequently, quick response to emergencies, cost and quick dispensation of drugs, fast and accurate laboratory tests. This descriptive cross-sectional study was conducted 23rd September to 14th October. 2013 to assess the level of patient satisfaction towards services provided at the outpatient department in the Ekiti State University Teaching Hospital, Ado-Ekiti. All patients (241) were selected using a systematic random sampling technique. A semi structured interviewer administered questionnaire was used to collect data on respondents' socio-demographics, perception on services at the OPD. accessibility lo services at the OPD and level of patient satisfaction on services at the OPD. Data was analyzed using SPSS version 15. Frequencies and percentage were used to summarize data. Bivariate analysis (Chi-square test) was used to test the association with level of significance at 0.05. Respondents mean age was 33.13±3.17years with 58.10% being females and 38.6% of the respondents visiting the hospital more than two times. Overall level of satisfaction was seen to high (63.9%) with major areas where patients were mostly satisfied including courtesy (80.50%) and quality of care (77.5%). ltem wise, satisfaction level was Iow in the case of waiting time for getting treatment from doctor (27%), waiting time for getting test results (29.46%), waiting time for receiving drugs (34.85%), and instrument in OPD for treatment (39.83%). Patient satisfaction was associated with age (X2: 15.03; p -0.005), marital status (X2: 0.04; p=0.043), number of visits (X2 :28.30: p=0.000). perception or patients on health services(X2: 26.23: p=0.000), and accessibility to health services (X: 5.6 4; p=0.017). Areas of low level of satisfaction identified from the results and that should be improved include waiting time prior to consultation, pharmacy and laboratory department. convenience of waiting area as well as sanitation. Although patient expressed a high level of satisfaction towards doctor-patient relationship, there is need to work towards achieving total satisfaction with all facilities as satisfaction of patient is very important in improving the health condition of patients and their proper utilization of health institution especially the tertiary institutions.