Patient satisfaction with the perioperative surgical services and associated factors at a University Referral and Teaching Hospital, 2014: a cross-sectional study

Abstract

IntroductionGlobally, increasing consideration has been given to the assessment of patient satisfaction as a method of monitor of the quality of health care provision in the health institutions. Perioperative patient satisfaction has been contemplated to be related with the level of postoperative pain intensity, patients’ expectation of the outcome, patient health provider relationship, inpatient services, hospital facilities, access to care, waiting time, cost and helpfulness of treatments received. The study aimed to assess the level of patient satisfaction with perioperative surgical services and associated factors.MethodsHospital based quantitative cross-sectional study was conducted in University of Gondar teaching hospital from April1-30, 2014. Structured Amharic version questionnaire and checklist used for data collection. All patients who operated upon during the study period were included. Both bivariate and multivariate logistic regression model used to identify the variables which had association with the dependent variable. P-values < 0.05 were considered statistically significant.ResultsTwo hundred and seventy eight patients underwent surgery during the study period. Nine patients were excluded due to refusal to participate in the study. A total of 269 out of 278 patients were included in the study with a response rate of 96.8%. The overall level of patient satisfaction with perioperative surgical services was 98.1%. The variables that had association with the outcome variable from the multivariate analysis were patient admission status (AOR=0.073, CI=0.007-0.765, P=0.029), information about the disease and operation (AOR=0.010, CI=0.001-0.140, P=0.001) and operation theatre staff attention to the patients complains (AOR=0.028, CI=0.002-0.390, P=0.008) respectively.ConclusionThe level of patient satisfaction with perioperative surgical services was high compared with previous studies conducted in the country and other countries in the world. Health professionals need to give emphasis for information on care provision processes, patients' health progress and patients' complaints.

Assessment of clients satisfaction with outpatient services at Yekatit 12 Hospital Medical College, Addis Ababa, Ethiopia

“…This is similar with a study conducted in the University of Gondar Referral and Teaching Hospital, Ethiopia [12]. However, this is extremely higher compared with other studies conducted in Felegehiwot Referral Hospital, North West Ethiopia (26%) [11], Hawasa University Teaching Hospital 18.6% [3], Wolaita-Sodo University Teaching Hospital, Southern Ethiopia 20% [10].…”

Primer on adult patient satisfaction in perioperative settings

“…Patients highly value being treated with respect and knowing that providers are listening to what they have to say (Kahn et al, 2015). Satisfaction is also affected by the attention of staff to patient complaints (Gebremedhn & Lemma, 2017), prior explanation of diagnostic tests and procedures (Mira et al, 2009), and a surgeon’s effective communication pre-operatively and on the day of surgery (Tevis et al, 2015). The kindness and regard of caregivers in making patients feel safe improves patients’ perception of their surgical experiences (Capuzzo et al, 2007).…”

“…There is a clear desire of information from patients (Caljouw et al, 2008; Mira et al, 2009; Lemos et al, 2009; Hawkins et al, 2012; Leinonen et al, 2001). Specific time points during the surgical experience in which information is provided are important and include the pre-operative visit, informed consent, surgical procedure episode, discharge, and postoperative care (Gebremedhn & Lemma, 2017; Mira et al, 2009; Fung & Cohen, 2001; Oswald et al, 2018). Patient satisfaction was higher when written information was supplemented with verbal information during the pre-operative visit (Johnson et al, 1999).…”

It's not you, it's me: a descriptive study of patient complaints and surgeon understanding

“…1 Internationally, it is being recognized more that patient complaint data, and inversely patient satisfaction scores, are useful markers in the assessment of quality service provision. 2 There is growing awareness that clinically derived measures of surgical outcomes need to be correlated with patient's perception and quality of care scores. 3 Of greatest relevance here is that surgeons are more often the targets of such complaints, with some authors suggesting that the highest risk surgeon is a subspecialty general surgeon in private practice.…”