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Background: Satisfaction is one of the meaningful outcome indicators of patient experience of health care services. Asking patients what they think about the care and treatment they received is an important component in improving the quality of care and in meeting clients’ health needs. The patient’s perception of the service quality plays an important role in achieving client satisfaction and it has been indicated the existence of causal relationship between client perception of service quality and satisfaction, with perceived quality as the main predictor of client satisfaction. There are no such up to dated studies conducted in Addis Ababa. Moreover, less has been said about the relationship between client satisfaction and quality considering the two as different variables, which this study tries to address.
Objective: To assess the level of client satisfaction and factors affecting client satisfaction in the outpatient departments of public health centers of Addis Ababa.
Methods: A facility-based, cross-sectional study was conducted among 522 OPD patients. Their level of satisfaction was measured using a 5-point Likert scales and the mean score was used to categorize satisfaction level of the patients. Similarly, a 5-point Likert scale items were used to measure perceived quality dimensions. Data were entered in Epi-Info version 7.0 and analyzed using SPSS version 20.0. Chi-square test was used to see the association between the outcome variable and predictor variables and the strength of the association was identified using odds ratio in the binary logistic regression.
Results: the findings suggest that the level of satisfaction on the OPD services were 78% with 95% CI 74.7-81.8. Educational level was found significant predictor of client satisfaction with higher educational attainment associated with low level of satisfaction. The quality dimensions; assurance, empathy and responsiveness were found significant predictors of client satisfaction in the outpatient department of the public health centers.
Conclusion & recommendation: The level of client satisfaction is encouraging and public health centers should work on improving the quality of services focusing on assurance, empathy and responsiveness for better level of satisfaction.
......................................... Thesis available at ACIPH Library |
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