Akinyinka Modupe Rebekah, Oluwole Esther Oluwakemi, Odusanya Olumuyiwa Omotola
Department of Community Health and Primary Health Care, Lagos State University College of Medicine, Lagos, Nigeria.
Department of Community Health and Primary Health Care, Lagos State University Teaching Hospital, Lagos, Nigeria.
Health Serv Insights. 2020 Jun 25;13:1178632920934499. doi: 10.1177/1178632920934499. eCollection 2020.
Client satisfaction is an important measure of quality of care as it provides information on how well health service providers meet clients' values and expectations. The study was cross-sectional and analytical in nature. Data were obtained with the use of an interviewer-administered questionnaire. Respondents (n = 994) were a subset of a larger group of community members recruited for a study on quality of health care who had used a health facility for care within 3 months prior to data collection. A total of 94% of clients were satisfied with services received although client satisfaction rates were higher with private than public health facilities. Waiting time of less than 20 minutes (adjusted odds ratio [AOR] = 9.35, 95% confidence interval [CI] = 2.08-41.67), cheap cost of all services received (AOR = 7.58, 95% CI = 1.95-29.41), and the ability of the health care provider to offer explanations clearly to clients (AOR = 6.21, 95% CI = 1.90-20.41) were predictors of client satisfaction. However, the use of a government-owned hospital (AOR = 0.23, 95% CI = 0.08-0.63) was predictive of client dissatisfaction. Only service characteristics were predictive of client satisfaction. Improvement in service delivery is recommended.
客户满意度是医疗服务质量的一项重要衡量标准，因为它能提供有关医疗服务提供者在多大程度上满足客户价值观和期望的信息。该研究本质上是横断面分析性研究。数据通过访谈员管理的问卷获取。受访者（n = 994）是为一项关于医疗保健质量的研究招募的更大社区成员群体的一个子集，他们在数据收集前3个月内曾使用过医疗机构接受治疗。尽管私立医疗机构的客户满意度高于公立医疗机构，但共有94%的客户对所接受的服务感到满意。等待时间少于20分钟（调整后的优势比[AOR]=9.35，95%置信区间[CI]=2.08 - 41.67）、所接受的所有服务费用低廉（AOR = 7.58，95% CI = 1.95 - 29.41）以及医疗服务提供者向客户清晰解释的能力（AOR = 6.21，95% CI = 1.90 - 20.41）是客户满意度的预测因素。然而，使用政府拥有的医院（AOR = 0.23，95% CI = 0.08 -
