Determinants of patient satisfaction with physician interaction: a cross-sectional survey at the Obafemi Awolowo University Health Centre, Ile-Ife, Nigeria

Abstract

SA Fam Pract 2010;52(6):557-562Background: Patient satisfaction influences the outcomes of the physician-patient encounter. Patient satisfaction has become a significant health care outcome and a useful indicator of the quality of care. The aim of the study was to assess the level of satisfaction among Obafemi Awolowo University Health Centre attendees in relation to physician-patient interaction and ascertain the relationship between the different aspects of physician-patient interaction, patient satisfaction and adherence intent.Methods: Demographic information and information on patients' feelings about their doctors was collected from 300 consenting patients in a cross-sectional survey, using an adapted Medical Interview Satisfaction Scale self-administered questionnaire. Data were analysed with SPSS version 11. Logistic regression was conducted to identify the factors predicting patient satisfaction and adherence intent.Results: Of the 300 patients studied, 63.3% were generally satisfied with their physician-patient interaction. Nineteen per cent of patients were uncertain of their level of satisfaction. Patient satisfaction was positively associated with adherence intent. Patient confidence in the doctor and good communication skills and information provision on the part of the doctor predicted patient satisfaction, while patient confidence in the doctor and information provision by the doctor predicted adherence intent.Conclusions: A fifth of the study subjects were dissatisfied with their doctor-patient relationship. This study suggests the need for primary care physicians to be aware of the important place of interpersonal skills development in the application of medical knowledge and expertise in the provision of health care.Peer reviewed.

Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

“…As hypothesised, there is a significant positive relationship between Competence and outpatients' satisfaction, which is in line with the results in Hassali et al (2014), Abioye et al (2010) and Amjeriya and Malviya (2012) studies. The finding in this study is similar to the result found by Alrubaiee and Alkaa'ida (2011) which supported that the quality of the health care service provided affects patients' confidence in the skill of health care provided.…”

“…Past studies suggest that there is a positive relationship between competence and patient satisfaction (Abioye et al, 2010;Amjeriya and Malviya, 2012;Hassali et al, 2014). According to Abioye et al (2010) patient satisfaction level could be affected by the communication skill of the doctors.…”

“…Past studies suggest that there is a positive relationship between competence and patient satisfaction (Abioye et al, 2010;Amjeriya and Malviya, 2012;Hassali et al, 2014). According to Abioye et al (2010) patient satisfaction level could be affected by the communication skill of the doctors. The most important aspect that determines patient satisfaction is the quality of the health care service provided as patients' perception of ability of their health care provider will likely to affect their confidence in the skill of their health care provider (Alrubaiee and Alkaa'ida, 2011).…”

“…Besides, as evidenced by Abioye et al (2010) communication skills of doctors would influence outpatient satisfaction.…”

Antenatal care satisfaction in a developing country: a cross-sectional study from Nigeria

“…Treatment-facilitation was the sum of item scores on the provider’s effectiveness of medical care-related communications and patient-perceived ease of access to medications. These items were combined because collectively they represent key patient goals in a medical encounter and may impact patients’ understanding of and adherence to treatment, medical outcome, and patient satisfaction [ 22 , 23 ]. The clinical examination score was the sum of patient-reported examinations received (weight, height, blood pressure, uterine height, urine test, blood test and abdominal examination).…”