Factors associated with patient satisfaction to healthcare at Mpigi Health Centre IV, Mpigi District, Uganda

Abstract

Introduction: Patient satisfaction is important for measuring health service delivery, utilization and thus improving quality of care provided. Worldwide, patients are increasingly dissatisfied with the commercialization of medical services, bureaucratic healthcare system, poor quality of healthcare and rotting patient- healthcare provider relationships. Satisfaction is an expression of the gap between the expected and perceived characteristics of service. Objective: The purpose of study was to establish factors associated with patient satisfaction to Healthcare at Mpigi Health Centre IV, Mpigi District- Uganda. Materials & Methods: An analytical cross-sectional study designs utilizing a quantitative approach was employed. 295 patients were selected using systematic random sampling and asked to complete a structured patient’s exist-questionnaire. Data collected was coded and entered into the computer using SPSS version 22 for analysis. Univariate, bivariate and multivariate analysis was carried out. A multivariate Logistic regression model was used to determine the independent factors associated patients’ satisfaction. Variables with p-value of <0.05 at 95% CI were used to declare statistical significance. Results: Out of the 295 respondents data analysed, patients satisfaction was at 58.0%. Most of the patients believed that services were just fair (39.0%) and most of the patients (53.9%) didn’t believe that the staffs were responsive to patients’ needs. Age of the respondents (p=0.009), gender (p=0.048), employment status of respondents (p=0.005) were all found to be associated with patients’ satisfaction. The study also found that staffs giving enough time and attention to explain patient problems (p=0.005), according privacy during diagnosis and treatment (p=0.019) and availability of medicine and supplies (p=0.001) were the only health facility factors that facilitated patients’ satisfaction. Conclusions: Although this study revealed a fair level of patient satisfaction, certain aspects as per the results need to be addressed in order to enhance satisfaction. The study recommends strengthening of supervision, monitoring and evaluation; availing enough facilities and utilities; more satisfaction surveys; timely requisition of resources; training of staff in customer care, quality improvement and communication; reducing patient waiting time; availing a suggestion box; improved patient privacy and provision of adequate information to the patients.