Determinants of client satisfaction with outpatient healthcare services at Busia district hospital, Kenya

Abstract

Patients have explicit desires or requests for services when they visit hospitals. However, inadequate attention to their needs may result in patient dissatisfaction. Preliminary reports indicated patients’ dissatisfaction with outpatient healthcare services provided at Busia District Hospital. This facility also lacked a routine system for assessing patients’ satisfaction with the services rendered. The study aimed to assess the levels and determinants of client satisfaction with outpatient healthcare services at Busia District hospital. A cross-sectional study was conducted from 7th January to 1st February 2013. A sample of 400 respondents from the target population of 6,554 was selected using systematic random sampling method with a response rate of 99%. A pre-tested structured questionnaire was used to conduct interviews. Descriptive statistics, analysis of variance and multiple linear regressions were performed using computer software (SPSS 18.0). Approximately 84% of the respondents were satisfied with outpatient healthcare services. Patients’ perceived reasonable waiting time, perceived providers’ technical competency, patient health education and perceived adequacy of consultation duration were strong determinants of satisfaction. Other important predictors of satisfaction included perceived effective communication by healthcare providers, perceived doctors’ empathy, respect for patients and observing privacy and confidentiality. Accessibility, availability, convenience and affordability of healthcare services also emerged as strong predictors of satisfaction. Although majority of respondents reported satisfaction with outpatient services, the hospital should work to improve the competencies of their employees, particularly health professionals, to win the interests of the clients and have a physical structure that better fits the expectations of the patients. There is also need to strike a balance between waiting time and consultation time, and to provide sufficient health education. Results from this study would serve as a basis for management to ensuring cost effective, efficient and quality health care services are offered at the hospital, a significant step in the direction of evidence based health care service practice.