Assefa Fekadu, Mosse Andualem, Hailemichael Yohannes
Department of health services management, College of Public Health and Medical Sciences, Jimma University.
Department of Biomedical Sciences, College of public health and medical sciences, Jimma University, Email:
Ethiop J Health Sci. 2011 Jul;21(2):101-9. doi: 10.4314/ejhs.v21i2.69050.
Client satisfaction is considered as one of the desired outcomes of health care and it is directly related with utilization of health services. Nonetheless, there is no adequate information on users' perception about the service provided in the hospital after the implementation of Business process re-engineering reform. Hence, the objective of this study was to assess the perceived levels of clients' satisfaction with health services rendered at Jimma University Specialized Hospital.
A cross sectional study was conducted from March 1-8, 2010 on a sample of 422 service users of the hospital using systematic random sampling technique. Data was collected using structured questionnaire and analyzed by SPSS for windows version 16.0. Statistical tests were employed where necessary at 0.05 level of significance.
The questionnaire was administered to a total of 422 clients , of which, 51.7 % were male, about 33.4% of the respondents were between the age group 25-34, 41.% of the clients were illiterates, 60% were from the rural areas and 57.8 % received the service free of charge. The findings of the study showed that the overall client satisfaction level with the health services rendered at the hospital was 77%. Satisfaction was reported to be highest (82.7%) with the way the doctors examined them and on the other hand dissatisfaction was reported to be highest (46.9%) by respondents with the time spent to see a doctor. Furthermore, satisfaction with the health care was found to have a significant association with the age of the respondents (p=0.034) and educational level of the respondents (p=0.003).
This study showed higher clients' satisfaction level in the University Specialized Hospital when compared to previous studies in the same hospital as well as other similar studies in the country. Lack of drugs and supplies, poor information provision, long waiting time, poor cleanliness, lack of privacy and inadequate visiting hours, were found to be the major causes of dissatisfaction. Therefore, the Hospital management should understand these weak service areas and plan for a better service delivery.
患者满意度被视为医疗保健的理想成果之一，且与医疗服务的利用直接相关。然而，在实施业务流程再造改革后，关于用户对医院提供服务的看法，目前尚无充分信息。因此，本研究的目的是评估吉马大学专科医院患者对所提供医疗服务的满意度水平。
于2010年3月1日至8日采用系统随机抽样技术，对该医院422名服务使用者进行了横断面研究。使用结构化问卷收集数据，并通过SPSS for windows 16.0版本进行分析。必要时采用统计学检验，显著性水平为0.05。
共向422名患者发放了问卷，其中51.7%为男性，约33.4%的受访者年龄在25 - 34岁之间，41%的患者为文盲，60%来自农村地区，57.8%的患者免费接受服务。研究结果表明，患者对医院提供的医疗服务总体满意度为77%。据报告，对医生检查方式的满意度最高（82.7%），而另一方面，受访者对看病所花费时间的不满率最高（46.9%）。此外，发现对医疗保健的满意度与受访者的年龄（p = 0.034）和教育水平（p = 0.003）存在显著关联。
与该医院之前的研究以及该国其他类似研究相比，本研究显示该大学专科医院患者的满意度较高。药品和物资短缺、信息提供不足、等待时间长、清洁状况差、缺乏隐私以及探视时间不足，被发现是不满的主要原因。因此，医院管理层应了解这些服务薄弱领域，并规划更好的服务提供。
