Patient satisfaction with services at a tertiary hospital in south-east Nigeria

Abstract

BackgroundPatients' views of the services they receive in a healthcare service help identify critical areas that may need improvement. This survey set out to determine patients' satisfaction with quality of general services and specifically with staff attitude and the hospital environment, while on admission at a teaching hospital in Enugu, south-east Nigeria.MethodsThis was a descriptive cross-sectional study using a structured self-administered questionnaire on 170 patients (54% females and 46% males, aged between 20 and 65 years), post admission, selected by multistage sampling.ResultsLess than half (47.3%) of the patients were satisfied with care received on admission. More than half of them (51.8%) were satisfied with the cleanliness of the hospital environment and how power supply was maintained in the hospital (62.4%). Doctors (90%), nurses (64.1%) and records staff (60.6%) were considered courteous and professional. Most patients were satisfied with the level of privacy given to them in their course of hospital stay (67.6%) and with the cost of laboratory investigations (51.8%).ConclusionDespite more than half of the surveyed patients being satisfied with some specific aspects of services given while on admission, those satisfied with the overall experience were less than half. Therefore, periodic patient satisfaction surveys should be institutionalized in this facility to provide feedback for continuous quality improvement.

The Association Between Pregnancy-Related Factors and Health Status Before and After Childbirth With Satisfaction With Skilled Delivery in Multiple Dimensions Among Postpartum Mothers in the Akatsi South District, Ghana

“…This would help to increase the utilization of services and treatment compliance and promote good relations and evaluation of healthcare providers based on the perspective of the mothers. Our finding contradicts earlier studies conducted in Ethiopia and Nigeria (3,8) but agrees with studies performed in Turkey, Ethiopia, Ghana, and China (5,9,14,25).…”

“…The WHO has estimated that 295,000 maternal deaths occur globally from conception to childbirth and during the postpartum period (1,2). The majority are from developing countries where there is inadequate access to skilled delivery (2)(3)(4). The provision of delivery services by skilled health personnel is essential to improving maternal health (4,5).…”

“…Over the years, the emphasis on maternal care in developing countries has been extended from the outmoded objective of reducing mortality and morbidity to wider goals, such as improving satisfaction (4,6). This has earned acceptance to determine the standard of skilled delivery, reproductive care (2)(3)(4), and clinical practices. It helps healthcare management to develop policies to meet expectations in the course of improving healthcare delivery (7,8).…”

Use of Patient-Reported Data within the Acute Healthcare Context: A Scoping Review

“…Thirteen studies (15.1%) were undertaken in outpatient clinics [ 34 , 38 , 43 , 55 , 60 , 71 , 73 , 74 , 81 , 91 , 94 , 96 , 97 ]. Three studies (3.4%) reported on inpatient and outpatients as participants [ 65 , 72 , 93 ] and three studies (3.4%) included data collected from health professionals [ 40 , 41 , 48 ]. Nine studies (10.4%) took place within oncology, haematology or palliative care inpatient or outpatient units [ 18 , 37 , 40 , 41 , 46 , 54 , 56 , 88 , 90 ].…”

Análise da influência das habilidades de comunicação na empatia do médico, satisfação com o cuidado e confiança no profissional percebidas pelo paciente

“…Foram identificados ainda mais alguns fatores que estão intricados nessa relação, já que pacientes ficam mais satisfeitos quando há mais utilização de recursos (mais gasto por paciente) 196 , ou quando suas cirurgias não são adiadas 193 . A boa comunicação de médicos e enfermeiros aparece frequentemente como um fator que se relaciona à satisfação dos pacientes em hospitais terciários 193,194,197 . Dentre os fatores do paciente, destacam-se a relação inversa entre escolaridade e satisfação 191,192 e renda e satisfação, bem como uma relação direta com satisfação e idade 198 .…”