ASSESSMENT OF OUTPATIENT CLIENTS’ SATISFACTION AND ASSOCIATED FACTORS IN AGEW GIMJABET PRIMARY HOSPITAL, NORTH WEST ETHIOPIA, 2018

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