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Background: Patient satisfaction is commonly used method to examine quality of care and
health system responsiveness. Patient satisfaction and inpatient service are among the areas
identified to monitor Key Performance Indicators (KPIs) in hospitals of Ethiopia.
Objective: To assess inpatients’ satisfaction of the quality of care and associated factors at
Zewditu memorial hospital, Addis Ababa
Method: Hospital based cross sectional study design was employed to collect data from 382
respondents. Likert scale of 1-5 was used to measure state of satisfaction of the respondents to
the inpatient health services. Bivariate and multivariate logistic regression analysis used to
identify associated variables using SPSS version 21.
Result: Overall proportion of satisfaction among the respondents was 52.7% while 20.7% were
dissatisfied and 26.6% were neutral. The dissatisfaction to hospital structure variables was 68.6%
while it was 44.8% to the timeliness of service. Similarly, 39.3% of the respondents were
dissatisfied to the appropriateness of the service variables. The overall dissatisfaction among
those who attended secondary school was 6.3 times more likely (AOR 6.3, 95% CI: 1.7-22.5)
compared to those who were illiterate. Similarly, the dissatisfaction among those who stayed
shorter (5-15 days) were 50% (AOR 0.5, 95% CI: 0.2-0.9) less likely compared to those who
stayed more (over 16 days).
Conclusion and Recommendations: Hospital structure, appropriateness and timeliness of the
service as well as duration of stay in the wards are important factors influencing the satisfaction
condition. It is recommended to improve services including bed and food, access to water and
sanitation facility, pharmacy and diagnostic services. Also need for improving admission
procedure and duration of admission. |
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