Department of Public Health, University of Limpopo, Private Bag X1106, Sovenga, 0727, South Africa.
Department of Statistical Sciences, Sefako Makgatho Health Sciences University, P.O Box 60, Medunsa, 0204, South Africa.
Ghana Med J. 2022 Sep;56(3):215-220. doi: 10.4314/gmj.v56i3.12.
To investigate patient satisfaction regarding healthcare services at a district hospital. The research question was: what is the level of patient satisfaction regarding service delivery?
An observational cross-sectional descriptive study conducted in September 2019.
A district hospital in Botswana serving a population of 90 000. Outpatients from the Eye clinic, Casualty and Outpatient Department, Sexual Reproductive Health clinic and Infectious Diseases Control Centre were selected for the study.
240 stable outpatients over 17 years selected through consecutive sampling participated voluntarily after giving informed consent.
The level of satisfaction was measured using 19 questions on five-point Likert scales ranging from strongly disagree 1, disagree 2, unsure 3, agree 4 to strongly agree 5. A binary outcome was created into satisfied and unsatisfied using the mean score as the cut-off point. Age, gender, employment, education and departments were independent variables.
65% (95% CI: 58-71%) were satisfied but unsatisfied with: doctor's politeness (66.9%; 95% CI: 60-73%), explaining (67.8%; 95% CI: 61-73%), privacy (65.6%; 95% CI: 59-72%), skills (67.4%; 95% CI: 61-73%), confidence (67.4% 95% CI: 61-73%), compassion (66.5%; 95% CI: 60-72%) and waiting time (49.2%; 95% CI: 42-57%). Department visited predicted satisfaction (p=0.002); those from the Eye clinic and Sexual Reproductive Health clinic were satisfied compared to others.
Satisfaction was generally high but lower regarding specified services and departments visited. There is a need for targeted interventions. Studies are needed to explore reasons for lower satisfaction in Casualty, Outpatient Department and Infectious Diseases Control Centre.
None declared.
调查区医院医疗服务的患者满意度。研究问题是：患者对服务提供的满意度如何？
2019 年 9 月进行的观察性横断面描述性研究。
博茨瓦纳的一家区医院，服务人口为 90000 人。从眼科诊所、急诊和门诊部、性健康诊所和传染病控制中心选择稳定的门诊患者进行研究。
240 名 17 岁以上的稳定门诊患者通过连续抽样选择，在知情同意后自愿参加。
使用五点李克特量表上的 19 个问题来衡量满意度，范围从非常不同意 1、不同意 2、不确定 3、同意 4 到非常同意 5。使用平均分数作为截断点创建满意和不满意的二进制结果。年龄、性别、就业、教育和科室为自变量。
65%（95%CI：58-71%）的患者对以下方面表示满意但不满意：医生的礼貌（66.9%；95%CI：60-73%）、解释（67.8%；95%CI：61-73%）、隐私（65.6%；95%CI：59-72%）、技能（67.4%；95%CI：61-73%）、信心（67.4%；95%CI：61-73%）、同情心（66.5%；95%CI：60-72%）和等待时间（49.2%；95%CI：42-57%）。就诊科室预测满意度（p=0.002）；眼科诊所和性健康诊所的患者比其他科室的患者更满意。
总体满意度较高，但对特定服务和就诊科室的满意度较低。需要有针对性的干预措施。需要进行研究，以探讨急诊科、门诊部和传染病控制中心满意度较低的原因。
无。
