Patient satisfaction with nurse-delivery primary health care services in Free State and Gauteng provinces, South Africa: A comparative study

Abstract

BackgroundThe majority of health care users in South Africa utilise primary health care (PHC) services where these services are free at the point of entry. There is a dearth of knowledge on the factors influencing patient satisfaction with PHC clinic services.AimThis study compared patient satisfaction with PHC services in the Free State (FS) and Gauteng (GP) provincesSettingSecondary data analysis was conducted on a cross-sectional survey obtained from the Research on the State of Nursing Project run by the Centre for Health Policy in 2012.MethodsA pre-tested satisfaction survey questionnaire with questions on facility evaluation, experience with providers and receipt of medication was administered to 1110 systematically randomly sampled adult patients attending antiretroviral, hypertension, diabetes and tuberculosis services.ResultsOf 1110 respondents, 1096 responded to the patient satisfaction survey signifying a 98.8% response rate. Over 60% of respondents were women in both provinces. Over 90% of patients were satisfied with PHC services in both provinces. Factors associated with satisfaction in GP and FS were time spent waiting for consultation, nurses listened, being given information on condition and being treated politely. Having privacy respected came out as a significant factor in FS.ConclusionsHigh levels of satisfaction with PHC services were experienced by study participants in both provinces. Satisfied patients adhere to treatment plans and have better health-seeking behaviour, which translates to improved clinical outcomes. Therefore, nurses should continue listening, respecting and treating their patients with politeness, and also implement efficient work schedules to reduce patient waiting times.

Patient satisfaction with primary healthcare services: are there any links with patients’ symptoms of anxiety and depression?

“…Generally, during the evaluation of PSQ-18 estimates, we noticed the remarkably low satisfaction estimates of Accessibility and Convenience, and Time Spent with Doctor. Such finding is confirmed by other studies, which found a correlation between the poor accessibility of PHC services, shorter consultation time and poorer satisfaction with the received PHC services [ 24 , 25 ]. Michael et al state that the satisfaction with PHC services improves if the waiting time before a consultation is shortened [ 26 ].…”

“…The increased satisfaction with the provided PHC services is important as the patients satisfied with the consultations are more likely to adhere to their treatment plan, take a better care of their health and lead a healthy lifestyle. This determines better outcomes of their treatment [ 24 ]. In order to reach such goals, it is important to give information to patients with the symptoms of anxiety and depression about medical and social assistance, and psychological support opportunities.…”

Improving People’s Self-Reported Experience with the Health Services: The Role of Non-Clinical Factors

“…However, the potential effects of non-clinical factors on overall satisfaction have not yet been analysed [23]. Likewise, from the international point of view, studies taking into account non-clinical factors have mainly focused on analysing the influence of these factors on patients' satisfaction with a health service [24][25][26].…”

Patient satisfaction with malaria care among pregnant women and mothers of under 5 children in Ibadan, Southwest Nigeria

“…Satisfaction of patients with health care has been described as the degree to which a patient's desired expectations, goals and or preferences are met by the health care provider and or service [16]. Some studies [17,18] have shown that patients are more likely to take appropriate preventive measures and adhere to their treatment plan if they were satis ed with level of care they were offered. The ndings from our study showed varying level of satisfaction for some of the items on the PSQ-18 and to each of the seven sub scales of the tool by study respondents.…”