Abstract:
Background: Patient satisfaction is one of the indicators of patient experience of health care services. One of the related factors of satisfaction is courtesy. Asking patient what they think about the communication with health care provider is important step to improve courtesy.
Objectives: To assess the level of patient satisfaction in terms of courtesy and its associated factors with the health service in the outpatient departments of the health center in kirkos sub-city, Addis Ababa, Ethiopia (2016).
Methods: A cross-sectional study conducted from March 28 – April 25, 2016 on a sample of 667 who utilized the health center of the outpatient department. Pre-test done out of the study area. Data were entered by using Epi info version 7 and the data analyzed by using SPSS version 20.0. In SPSS the descriptive statistics: frequencies, mean, mode and median used to obtain the desirable result. Each variable scored on a 5 point Likert-like scale, ranging from 1(Strongly disagree) to 5 (Strongly agree). The median score 4 was considered as a cut-off point. Both bivariate and multivariate of data analyses done to know the associated factors of the patient satisfaction and socio-demographic factors. Variables having P<0.2 at bi-variable analysis were fitted to multivariable analysis, adjusted odds ratio (AOR) with 95% confidence interval obtained from logistic regression model.
Results: The overall patient satisfaction level in terms of courtesy in kirkos sub-city health centers was 38.8%. Respondents age 36 – 45 were found to be about 41% less likely to have high satisfaction on courtesy than those in 18 – 24age category (AOR= 0.59; 95% CI: 0.25 – 1.37). Those respondent’s marital status that are divorced/widowed 54% less likely to have high satisfaction on courtesy than those respondents that are single (AOR= 0.46; 95% CI: 0.21 - 0.97). Educational level diploma/ certificate 64% less likely to have high satisfaction on courtesy than those respondent’s illiterate/basic literacy (AOR= 0.36; 95% CI: 0.15 - 0.87) these are significantly associated at alpha 5% (p <0.05).
Conclusion and Recommendation: This study found that there is low patient satisfaction on courtesy of the health care providers to the patients. Age, Marital status and educational level are significantly associated factors. In health centers the health care providers should improve the way expresses their respect and politeness shown to the patients.
.......................................... Thesis available at ACIPH Library