SATISFACTION OF PATIENTS WITH THE HEALTH CARE SERVICES IN OUT-PATIENT DEPARTMENT OF OLABISI ONABANJO UNIVERSITY TEACHING HOSPITAL, SAGAMU, NIGERIA

Abstract

Patient satisfaction is a critical issue in the assessment of the quality of health care and utilisation of services. Patient satisfaction is expressed in patient/client-practitioner relationship which includes the provision of information. Communication skills, and technical competence as well as conduciveness of the environment. Few studies have assessed the level of patient satisfaction with health care services received in General out patients department in teaching hospital in South West Nigeria. Hence this study was aimed at investigating patient satisfaction in the out-patient clinics with health care services at Olabisi Onabanjo University Teaching Hospital (OOUTH) Sagamu. The study adopted a cross- sectional design in which exit interviews were conducted for 400 patients from outpatient Departments; General outpatient (GOPD) and Medical out Patient (MOP). Patients who had attended OOUTH more than once during the study period (30th of July-3rd of September 2012) were selected using a systematic random sampling method. A validated, interviewer-administered questionnaire with five domains (quality of medical, nursing, laboratory, pharmacy facilities and hospital sanitation) and respondent's demographic information were used for data collection. Responses ranged from very satisfied to not sure on a Likert scale. Data were analysed using descriptive statistics and chi-square test at 0.05 significant level. The age of respondents was 44.2 ±15.1 years. Two hundred and sixty-eight (67%) were female, 25.1% were civil servants, and 68.3% were Christians. About 67% of respondents had visited GOPD whilst the remaining (33%) were from MOP. For quality of services received, 86.6% claimed they were satisfied with the waiting time, 93.1% were satisfied with the services of the nurses and 93.3% with the doctors whilst 85% expressed satisfaction with the pharmacy. However, 64.0% were satisfied with the explanation of the laboratory procedures; 64.3% expressed satisfaction about the nature of the tests they had, even though 59.5% were dissatisfied with the information given on the possible side effects of medications. About 48.8% suggested improvements in the cleanliness of patients' restrooms. Overall, 65.5% reported that their health needs were not totally met whilst 32.0% were dissatisfied with the services and would seek alternative care. Despite the dissatisfaction expressed, 65.5% would continue to use OOUTH and recommend to friends and relatives. About 30.3% would like reduction in service costs and 25.8% would want more personnel to be employed. The patients referred to were those that showed high satisfaction on the Liken scale. Patients' age was significantly related with the quality of health care received with p-value (0.033). Patients in age group 21-40yrs (44.3%) received a higher quality of health care than all other age groups. Most out-patient at OOUTH were satisfied with the clinic waiting time and communication with health service providers. However sustained efforts should be made to improve services, patient-health provider communication as well as sanitary facilities.