Abstract:
ABSTRACT
Background: Client satisfaction has become well established as an important consideration in
health care provision and an integral component of measuring quality of health services.
Moreover, client satisfaction is one of the areas identified to monitor Key Performance Indicators
in hospitals of Ethiopia. It is often felt that developing countries need to improve their quality of
health care provision. This study hopes to generate information that can help managers and
clinicians to improve the standard of care they provide in line with the wishes of the patients.
Objective: The objective of this study was to assess the overall level of outpatient clients’ satisfaction
and associated factors in Agew Gimjabet Primary Hospital, Northwest Ethiopia, 2018.
Methods: A health facility based cross-sectional study design supported with qualitative
approaches was conducted from March to April, 2018 at Agew Gimjabet Primary Hospital.
Data were collected using pretested and structured questionnaire. Systematic sampling technique
was also used to select 373 study participants among the outpatient departments of the hospital.
The collected data were entered into Epi-info Version 7 and exported to SPSS version 20
software for analysis. Bivariate and multivariable logistic regression models at 5% level of
significance and odds ratio with 95 % CI were used to show association between the dependent
and independent variables.
For the qualitative approach, purposive sampling technique was used to select 10 key informants
and data were collected through semi structured guide in-depth interview and analyzed using
thematic content analysis.
Results: The overall level of clients’ satisfaction was found to be 81.3% at 95% CI (77% - 85%).
Rural residence?AOR: 0.413; 95% CI: (0.180-0.945)?, information provision by the health
professionals?AOR: 0.236; 95% CI: (0.082-0.683)? and service providers’ availability
?AOR: 0.375; 95% CI: (0.149-0.945)? were factors significantly associated with outpatient
clients’ satisfaction.
The qualitative findings indicated Compassionate, Respectful and Caring workforce, drugs and
medical supplies, information provision to clients, and laboratory and x-ray services as important
factors that influence outpatient clients’ satisfaction with the healthcare service delivery in the
hospital.
Conclusion: A significant proportion of the study participants were satisfied with the overall
healthcare service delivery of Agew Gimjabet Primary Hospital.
This study, therefore, recommends the health professionals and other concerned bodies should
continue their practices to sustainably improve the hospital’s healthcare service delivery.
Keywords: Clients’, Satisfaction, Adults, Outpatient, Ethiopia
