| dc.description.abstract | Introduction: The main purpose of the study is to assess the determinants of patient
satisfaction with health care services at outpatient department of Gulu Regional Referral
Hospital The World Health Organization (2015) defines patient satisfaction as the
interlinking relationship between perceived needs, patient expectations and experiences.
Patient satisfaction, defined as patients‟ subjective feelings or evaluation of medical staff,
their technical skills, environment, and all other healthcare services (Onwujekwe et al.,
2010). Patient satisfaction is believed to be an important indicator of the quality of health and
hospital services. With specific objective, To determine the level of patient satisfaction with
health care service delivery at OPD clinics of GRRH.
To determine the physical environment factors associated with patient satisfaction with health
care service delivery at OPD clinics of GRRH.
To examine the health worker factors associated with patient satisfaction with health care service
delivery at OPD clinics of GRRH.
To identify the hospital administration related factors associated with patient satisfaction with
health care service delivery at OPD clinics of GRRH
Method used: A descriptive and cross sectional study design that relied on quantitative methods
of data collection. Cross sectional design was chosen because data on patients‟ satisfaction on
OPD services was collected at one point in time due to the time constraint. Descriptive study
design was suitable for giving a detailed view of the associations between variables and therefore
informs decisions for further research.
Results: Despite the fact that majority 194 (65.5%) of the respondents were females, 153
(51.7%) were between 18 to 25 years, 142 (47.9%) were singles, 139 (46.9%) had primary as
their high level of education. The major form of occupation to most respondents was self
employment and 102 (34.5%) had work experience below 5 years.
It was found out that, 210 (71.0%) of the respondents were not satisfied with the health care
services while 86 (29%) were satisfied with the health care services given. Also it was found
out that most 117 (56%) of the respondents were most unsatisfied with the health workers
while the least pressing problem was language barrier. And Where patients sleep and the
presence of dustbins were the only physical and environmental factors that were not
statistically significant, with p-values of 0.321 and 0.066 respectively
All but except one of the health workers factors were statistically significant as per table of
health worker associated factors.
All the health facility factors had statistically significant relationship with patient satisfaction
with health care service delivery.
Conclusion: The level of satisfaction was 29% level of satisfaction, it was found out that,
majority of the respondents were not satisfied with the health care services where they were
mostly unsatisfied with the services of the health care providers. This implied that there was
low satisfaction with the health care services due to a number of factors.
The study assessed the patient related, health care worker related and health facility related
factors associated with patient satisfaction with health care service delivery at OPD clinics of
GRRH. The physical environment factors that were found to have a significant relationship
with patients‟ satisfaction include; getting a seat whenever they visited the hospital,
cleanliness of the hospital and availability of dustbins at the hospital. The health workers
factors that were significantly associated with patients‟ satisfaction were; giving of enough
information about illness, availability of health workers and having enough time with the
health workers and attention to explain the problem The health facility of payment for health
care services; availability of counseling services in the hospital, time of operative hours of the
day and privacy(P=0.05) were significant associated with patients satisfaction | en_US |
