ASSESSMENT OF PATIENT SATISFACTION WITH AN E-FOLDER AND NON- E-FOLDER SYSTEMS IN TWO DISTRICT HOSPITALS IN THE EASTERN REGION OF GHANA

Background: A patient satisfied with care will translate into increased facility utilization and reflect organizational efficiency. Among several listed indicators, waiting time on a visit and staff interaction with him/her is a lasting impression that affects the out-patients’ satisfaction. The E-folder is proposed as one of the measures of improving patient satisfaction at the outpatient clinic. Objectives: This study assessed patient satisfaction at the outpatient department in an E- folder and non E-folder systems; specifically, average time spent by patients to assess full care, determine factors influencing patient waiting time, assess impact of electronic folder use on patient provider-relationship and patient’s satisfaction with care. Methods: The study used a cross-sectional design and was conducted in Kade and New Tafo government hospitals, in the Eastern Region of Ghana. Observational time and motion study with exit interview were employed to collect quantitative data, using an observational record sheet and a semi structured questionnaire as tools respectively. A sample size of 422 was used with consecutive sampling of outpatients as target group. Patients selected were followed as they moved though the various sections of the OPD and stationed research assistants in each section recorded time in and out. The pharmacy was used as final section but patients who did not use the pharmacy were exited in the last section visited. Interviews were conducted at this point Data was entered in Microsoft Office Excel 2013 version and imported into STATA SE version 15 for analysis. T-test, Pearson’s Chi-square and binary logistic regression model were used to analyst data. All significance level was set at a 0.05 alpha level and 95% confidence interval of estimates provided. Findings were compared between facilities. Results: Average total waiting time was 236.15 ± 81.28 for E-Folder facility and 365.83 ± 122.25 non-E-folder facility. The main cause of prolong waiting time was ‘Queue not followed accordingly (75.6%) and Many patients in queue (84/6%) in No- E-folder facility with percentages of 25.8% and 35.8% in E-folder facility. Both facilities rated patient provider relationship ‘Good’ with over 80%. Overall satisfaction with care was 76.5% (E- Folder) and 50.5% (Non -E-Folder). Conclusion: Total waiting time exceeds recommended 90-120 minutes. Time is the most significant indicator of patient satisfaction. The Type of record system has significant influence on patient satisfaction. Recommendation: The E-folder system coupled with a multi-unit and managerial effort, are recommended as means of improving patient satisfaction.

Download Full-text

Relationship Between Patient Satisfaction and Willingness to Comply With Physicians’ Recommendation in Referral Surgical Outpatient Clinic in Nigeria

Journal of Patient Experience ◽

10.1177/2374373520942402 ◽

2020 ◽

Vol 7 (6) ◽

pp. 1556-1562

Author(s):

KE Okonta ◽

DS Ogaji

Keyword(s):

Patient Satisfaction ◽

Outpatient Clinic ◽

Short Form ◽

Drug Prescription ◽

University Teaching ◽

Systematic Sampling ◽

Satisfaction With Care ◽

Cross Sectional ◽

The Relationship ◽

Patient Willingness

The relationship between patient satisfaction with surgical care and their willingness to comply with doctors’ recommendations has not been studied in the country. This study determined the relationship between ambulatory patients’ satisfaction with care and their willingness to adhere to the surgeons’ recommendations in the surgical outpatient clinic (SOPC) of the University Teaching Hospital. This analytical cross-sectional study was conducted among 490 adult respondents at the SOPC selected through a systematic sampling method with a sample interval of 1:2. The short form of the Patient Satisfaction Questionnaire with 7 domains and tool developed for patient willingness to comply with surgeons’ recommendations were used. Descriptive and inferential analyses were performed, and P values of <.05 were considered significant. A total of 466 respondents’ data were analyzed, giving a response rate of 95.1%. About 52.8% were males and 47.2% were females. The associations between domains of patient satisfaction and willingness to surgical instructions were mostly weak and nonsignificant. Their satisfaction with communication with the surgeons was the most consistent predictor of patient willingness and showed significant relationships with their willingness to accept follow-up visits ( P = .002), drug prescription ( P < .001), and further investigation ( P < .001). Access/convenience and general satisfaction were significantly associated with their willingness to recommend the surgery clinic to close friends and relatives. Patient satisfaction with care has a significant relationship with their willingness to adhere to surgical recommendations.

Download Full-text

Patient satisfaction with the quality of nursing care: A cross-sectional study

European Journal of Public Health ◽

10.1093/eurpub/ckaa166.625 ◽

2020 ◽

Vol 30 (Supplement_5) ◽

Author(s):

N Skhvitaridze ◽

T Lobjanidze ◽

A Papidze ◽

E Barjadze ◽

N Landia

Keyword(s):

Patient Satisfaction ◽

Nursing Care ◽

Waiting Time ◽

Cross Sectional Study ◽

Capital City ◽

Survey Study ◽

Cross Sectional ◽

Patients Satisfaction ◽

Quality Of Nursing

Abstract Aim To evaluate patients' satisfaction with the quality of nursing care and examine factors which affect their decision. Design A retrospective, cross-sectional, descriptive survey study. Methods Data were collected using a structured questionnaire in Georgian language was administered to the patients. The response rate was 93% and the final sample was composed of 173 patients who enrolled consequently after taking written informed consent. One hospital and one outpatient department in the capital city of Georgia were selected for the study setting. Data were collected during one month. Data on demography was collected. Descriptive and inferential statistics were applied accordingly using STATA version 17. Eligible criteria: Adults, capable of independent communication and who talk Georgian language, did not have any severe process or complications, were in the recovery stage, with no referral and discharging to home. Results Majority of respondents were aged between 56-65 years (50%), males (52.5%), residents of the capital city (70%), having higher education (80%) and employed (75%). Overall, 89% of patients described provided nursing care as an excellent. The most important factors, which affect patients' satisfaction are the waiting time before admission, safety of services, comfortable environment along with the proper level of care and attentiveness. These results can be generalized and may be useful in comparative studies of patient satisfaction. Key messages Permanent evaluation of nursing care is important to evaluate patients satisfaction. Factors as waiting time, safety of services, comfortable and friendly environment, and attentiveness are key for high level of satisfaction.

Download Full-text

Assessing patient satisfaction with obstetrics and gynaecology clinics/outpatient department in university hospital Konya, Turkey

International Journal of Research in Medical Sciences ◽

10.18203/2320-6012.ijrms20173951 ◽

2017 ◽

Vol 5 (9) ◽

pp. 3794 ◽

Cited By ~ 1

Author(s):

Serife Didem Kaya ◽

Namaitijiang Maimaiti ◽

Huseyin Gorkemli

Keyword(s):

Patient Satisfaction ◽

University Hospital ◽

Cross Sectional Survey ◽

Cross Sectional ◽

Patient’S Satisfaction ◽

Face To Face ◽

Obstetrics And Gynaecology ◽

Gynecology And Obstetrics ◽

Average Patient

Background: Patient’s satisfaction is of fundamental importance as a measure of the quality of health care. Aim of the study is to assess satisfaction with services was obtained from patients who were seen in obstetrics and gynaecology clinics, a university hospital in Konya, Turkey.Methods: A cross-sectional survey was conducted using questionnaires among patients attending obstetrics and gynaecology clinics a university hospital in Konya. The data were collected prospectively between 2nd May and 8th July 2016. Those who agreed to participate were asked to complete a set of questionnaires immediately or face to face interview was carried out if the patient was illiterate. The study instrument was a questionnaire which comprised of two parts. The first part related to respondent’s socio-demographic background and second part on patient satisfaction questions.Results: Half of the respondents (53.3%) visited obstetrics unit and 46.7% of them visited gynaecology clinics unit. 165 (52.1%) appointments were first attendance and others (47.9) follow-up visits. The average patient satisfaction was 74.5% in this study.Conclusions: Generally, the patients were satisfied with services of gynecology and obstetrics clinics. Majority of the patients were satisfied with clinic facility, staff’s professionalism, healthcare provider’s attitude and quality of medical care.

Download Full-text

Hubungan Antara Perilaku Caring Perawat Terhadap Kepuasan Pasien Saat Pandemi Covid-19 di Ruang Perawatan Salah Satu Rumah Sakit Swasta di Yogyakarta

I Care Jurnal Keperawatan STIKes Panti Rapih ◽

10.46668/jurkes.v2i2.197 ◽

2021 ◽

Vol 2 (2) ◽

pp. 170-183

Author(s):

Martina Dyah Lestari ◽

Agustina Sri Oktri Hastuti ◽

Sr. Therese Maura Harjanti CB

Keyword(s):

Patient Satisfaction ◽

Significant Relationship ◽

Strong Relationship ◽

P Value ◽

Cross Sectional ◽

Patient’S Satisfaction ◽

Caring Behavior ◽

Professional Nursing ◽

Nursing Services ◽

Nurse Caring

ABSTRCT Background: Patient satisfaction is one of the factors used to evaluate the quality of service in the hospital, and is one of the factors determining the image of a health service institution. Nursing service satisfaction is obtained from consumer assessments regarding the quality and performance of the benefits received from products or services. Quality nursing services can be realized through the provision of nursing care based on the caring behavior of nurses. Caring behavior must always be carried out by nurses in all conditions, even during the current COVID-19 pandemic situation. In the preliminary study conducted, Elisabeth 4's inpatient room was the room that experienced the lowest decrease in customer satisfaction. Purpose: The purpose of this study was to determine the relationship between nurse caring behavior and patient satisfaction during the COVID-19 pandemic in Elisabeth 4 Hospital's inpatient room. Panti Rapih, Yogyakarta. Methods: This type of research is a descriptive correlation. This research is a quantitative study with a cross sectional design. Using non probability sample techniques, purposive sample. The sample used was 37 respondents. Data collection techniques using a questionnaire that is given directly to the respondent in Januari 2021 sampai Februari 2021. Results: The highest nurse caring behavior was in the good category, 83.8% of the total respondents. The highest level of satisfaction is "Satisfied" 54.1% of the total respondents and "Very Satisfied" as much as 43.2% of the total respondents. Based on the results of the Spearman rho test, P value 0.007 is, this means that there is a significant relationship between nurse caring behavior and the level of patient satisfaction. The Correlation Coefficient value is positive, which indicates that there is a strong relationship between nurse caring behavior and the level of patient satisfaction. Conclusion: There is a significant relationship between nurse caring behavior and patient satisfaction. The direction of the positive correlation shows that the higher the nurse's caring behavior, the higher the patient's satisfaction in nursing services. Suggestion: It is necessary for nurses to increase knowledge, attitudes and skills especially when carrying out their role as executor of professional nursing actions. Panti Rapih Hospital management should continue to encourage the spirit of caring behaviour during the COVID-19 pandemic, by improving the physical, mental and spiritual health of nurses so that nurses can provide professional nursing services.

Download Full-text

A Study of Patient’s Satisfaction Level with their Dental Appearance and Treatment they Desire to Improve Aesthetics at Sardar Begum Dental Hospital Peshawar

Journal of Gandhara Medical and Dental Science ◽

10.37762/jgmds.2-1.60 ◽

2015 ◽

Vol 2 (1) ◽

pp. 27-31

Author(s):

Zainab Abdullah ◽

Nazir Ahmad ◽

Saira Afridi

Keyword(s):

Patient Satisfaction ◽

Negative Influence ◽

Categorical Variables ◽

Satisfaction Level ◽

Continuous Variables ◽

Cross Sectional ◽

Tooth Color ◽

Patient’S Satisfaction ◽

Dental Hospital ◽

Dental Appearance

Objectives:The purpose of this study was to evaluate the patient satisfaction level with their dental appearance and treatment they desired to improve their facial aesthetics.Material & Methods:This cross-sectional study was performed out among 400 patients who visited the Sardar Begum Dental Hospital. A structured, interviewer-guided questionnaire was used to identify patient satisfaction level with their general dental appearance and desired treatments. Descriptive statistics such as mean and standard deviation (SD) for continuous variables and frequency and percentage for categorical variables were determined. The chi-square test was used to compare the age of patient’s satisfaction level with their dental appearance. The level of significance was set at 0.05.Results:Out of 400 patients, 39 % were males and 60% were females. Mean age recoded was 25.05+10.02 years. Of these patients, 64% were not satisfied with their general dental appearance. In addition, 59% were not happy with the color of their teeth, 51% regarded their teeth as poorly aligned. Dissatisfaction with tooth color was significantly higher in female than in male patients. Tooth whitening was the treatment most desired by patients (45.2%). 51% females, as compared to males, considered their teeth to be more poorly aligned i.e. and was 51%.Conclusions:Most patients in this study were not satisfied with their general dental appearance with a greater percentage of females expressing dissatisfaction than males. Age had an association with satisfaction level of the subjects. Unhappiness with tooth color and feelings of having protruding teeth also had a significant negative influence on patient satisfaction with general dental appearance.

Download Full-text

Is Preexisting Mental Illness Associated with Lower Patient Satisfaction for Older Trauma Patients? A Cross-sectional Descriptive Study

10.21203/rs.3.rs-44366/v1 ◽

2020 ◽

Author(s):

Constance McGraw ◽

Jennifer Pekarek ◽

Diane Redmond ◽

Rebecca Vogel ◽

Allen Tanner ◽

...

Keyword(s):

Mental Illness ◽

Patient Satisfaction ◽

Linear Models ◽

Family Satisfaction ◽

Patient Survey ◽

Satisfaction With Care ◽

Trauma Patients ◽

Cross Sectional ◽

The Family ◽

Level I

Abstract Background The purpose of this study was to examine if satisfaction with care differs among older trauma patients with and without preexisting mental illness (PMI+/PMI-). Methods Data from two level I trauma centers were examined 11/2016-12/2017. Trauma patients ≥ 55 years were included and satisfaction of those who had a diagnosis of mental illness prior to the trauma admission (PMI+) to those without a diagnosis (PMI-) (n = 299; 62 PMI + and 237 PMI-) were compared. Enrolled patients completed the Family Satisfaction with Advanced Care Cancer Scale Patient Survey (FAMCARE-P13) prior to discharge. Associations between mental illness status and patient baseline characteristics, overall mean satisfaction, and mean satisfaction by question were compared. Generalized linear models adjusted for differences in patient satisfaction by mental illness status. Analyses were stratified by hospital to account for the interaction between hospital and mental illness status. Results Compared to PMI- patients, PMI + patients were more likely to be younger, female, have multiple comorbidities, and to report lower overall satisfaction with care. Among PMI + patients, the most common diagnoses were depression and anxiety. After adjustment, PMI + was associated with lower patient satisfaction at hospital 1; after examining individual questions lower satisfaction was associated with information provided on procedures and questions surrounding “Physical care.” Conversely, PMI + did not affect satisfaction at hospital 2 after adjustment. Conclusions At hospital 1, room for improvement was identified in providing information about prognosis and procedures, symptom management, and continuity of care. Reexamining practices for older PMI + trauma patients is warranted.

Download Full-text

EVALUASI MUTU PELAYANAN KEFARMASIAN PADA MASA PANDEMI COVID-19 DI RUMAH SAKIT SANTA ANNA KOTA KENDARI

Journal Publicuho ◽

10.35817/jpu.v3i4.15284 ◽

2020 ◽

Vol 3 (4) ◽

pp. 447

Author(s):

Sabarudin Sabarudin ◽

Dian Munasari Solo ◽

Muhammad Jefriyanto B ◽

Nurramadhani A Sida ◽

Wa Ode Asdia

Keyword(s):

Patient Satisfaction ◽

Waiting Time ◽

Standard Operating Procedure ◽

Observational Research ◽

Inclusion Criteria ◽

Cross Sectional ◽

Standard Operating ◽

Cross Sectional Design ◽

Service Standards

Quality is compliance with predefined standards or following the requirements. Minimum Service Standards health in hospitals is very important to measure the hospital's performance of health services. This study aims to describe the quality of service at the Pharmacy Installation at Santa Anna Hospital, Kendari City during the Covid-19 pandemic based on five indicators of minimum pharmaceutical service standards are waiting time for drug services, the absence of errors in drug administration, writing prescriptions according to the formulary, patient satisfaction and availability of SOP (Standard Operating Procedures). This study is observational research which is descriptive used cross sectional design. The sample was outpatients for 90 samples at Santa Anna Hospital, Kendari City, who fulfill the inclusion criteria. Instruments used questionnaire sheets and observation sheets. The results showed that the indicator of waiting time for concocted drugs and non-concocted drugs was 8 minutes and 4 minutes, respectively. There was no error in administering medications (100%). The suitability of prescription writing to the National Formulary was 99.73%, patient satisfaction to tangible dimensions and reliability dimensions were 82.23% and 84.84%, respectively. The responsiveness dimension was 79.65%, the assurance dimension was 83.54%, and the empathy dimension was 85.48%, and the availability of the standard operating procedure was 63.64%. This study's pharmacy installation at Santa Anna Hospital in Kendari City has not fulfilled the predetermined Minimum Service Standards.

Download Full-text

Missed appointment at specialist outpatient clinics: The Federal Medical Centre Bida, Northern Nigeria experience

10.30574/ijbpsa.2021.1.2.0035 ◽

2021 ◽

Vol 1 (2) ◽

pp. 133-144

Author(s):

Sunday Akingbola Omokanye ◽

Ibrahim Taiwo Adeleke ◽

Adedeji Olugbenga Adekanye ◽

Folorunsho B. Adewale ◽

Chimezie Nwagbo Duum Nwachukwu ◽

...

Keyword(s):

Waiting Time ◽

Sampling Technique ◽

Cross Sectional Study ◽

Predisposing Factors ◽

Outpatient Clinics ◽

Missed Appointments ◽

Cross Sectional ◽

Daily Work ◽

Patient’S Satisfaction ◽

Timely Access

Background/Objective: Thousands of patients miss their appointments every year in all kind of practices including specialists’ cares. Timely access at scheduled clinic appointment is important for achieving good medical outcomes to smoothen workflow, reduce crowding and waiting period, and often determines patient’s satisfaction. However, the after effect of missed appointment include; disruption of daily work planning of both physicians and administrative staff, interfered with adequate medical care, time lost and decreased efficiency on the part of physicians and as well as prolonged waiting time at the clinic. This study aims to determine the rate of missed appointments, reasons for missing appointments, the predisposing factors and aftereffect of missed appointments at specialist outpatient clinics of the hospital. Methods/Design: This was a cross-sectional study carried out at the consultative outpatient clinics of FMC Bida. Out of 38,837 patients’ population, a total of 380 patients were systematically co-opted into the study using a stratified sampling technique. A semi structured questionnaire was used to collect data. The questionnaires comprised of questions that assessed the participant’s demographic characteristics, rate, reasons and predisposing factors of missed appointment. Results: out of 380 participants co-opted into the study, 315 responses were obtained. The result showed that the majority of the participants was within the age range of 25-34 (105, 33.3%), mostly female (220, 69.8%) and predominately Nupe dialect. A total of 139(44.1%) participants claimed to have ever missed their appointment. The reasons for the missed are; forgetfulness, lack of money for treatment, lack of money for transport and work commitment respectively. The majority who missed their appointment attend gyne infertility, orthopedic and psychiatric clinics. They are uneducated, artisans and from villages outside Bida town. Conclusion: since the reasons of missed appointment and predisposing factors have been identified, healthcare professionals and hospital management will need to pay serious attention with regards to the following; reduce waiting time at the clinic, restructure appointment scheduling system, educate patients on appointment, subsidize the cost of treatment for

Download Full-text

Time, expectation and satisfaction: Patients’ experience at National Hospital Abuja, Nigeria

African Journal of Primary Health Care & Family Medicine ◽

10.4102/phcfm.v4i1.398 ◽

2012 ◽

Vol 4 (1) ◽

Cited By ~ 5

Author(s):

Oluwagbenga Ogunfowokan ◽

Muhammad Mora

Keyword(s):

Patient Satisfaction ◽

Waiting Time ◽

Cross Sectional Study ◽

Clinic Visit ◽

National Hospital ◽

Cross Sectional ◽

Level Of Satisfaction ◽

Outpatient Departments ◽

Encounter Time ◽

Patients Experience

Background: Long patient-clinic encounter time is typical of many hospital general outpatient departments (OPD) in Nigeria.Objectives: The objectives of our study were to determine the time spent by patients at the service points in the general OPD of the National Hospital Abuja (NHA), to establish the perception of patients regarding the patient–clinic encounter time, and to describe the level of satisfaction of patients with the services received.Methods: A cross-sectional study was conducted at the general OPD of the NHA. Information relating to the time spent at the various service points amongst others were obtained from 320 randomly selected patients using a patient administered validated questionnaire.Results: Two hundred and seventy (84.4%) patients responded adequately and were analysed.The median patient–clinic encounter time was 2.7 hours (range 0.2–7.2 hours). The long patient–clinic encounter time was accounted for mainly by the waiting time to see a doctor which was a median of 1 hour (range 0–5.6 hours) and time spent at the medical records with median of 0.5 hours (range 0–5 hours). There was a significant relationship between a short waiting time as perceived by patients, clinic visit encounters where patients’ expectations were met or surpassed, and overall patient satisfaction with the clinic visit encounter (p < 0.001).Conclusion: Reduction in patient–clinic encounter time and meeting patients’ pre-visit expectations could significantly improve patient satisfaction after clinic visit encounter at the general OPD of NHA.

Download Full-text

Analysis of patient satisfaction with emergency medical services

Open Medicine ◽

10.1515/med-2018-0073 ◽

2018 ◽

Vol 13 (1) ◽

pp. 493-502 ◽

Cited By ~ 1

Author(s):

Tatjana Kitić Jaklič ◽

Jure Kovač ◽

Matjaž Maletič ◽

Ksenija Tušek Bunc

Keyword(s):

Patient Satisfaction ◽

Emergency Medical Services ◽

Waiting Time ◽

Patient Survey ◽

Medical Services ◽

Organizational Model ◽

Cross Sectional ◽

Four Dimensions ◽

Emergency Medical ◽

Post Hoc

AbstractBackgroundThis study analyses the degree of patient satisfaction regarding the Emergency Medical Services (EMS) by taking into account the waiting time which is considered to be associated with the success of the EMS organizational model.MethodologyBetween 1 Jan 2016 and 31 March 2016 a cross-sectional research study among visitors of the EMS clinics in the EMS of the Primary Health Services of Gorenjska was performed. The EUROPEP survey was used for rating the degree of patient satisfaction. Statistical methods were utilized to determine the differences among the studied variables, namely the t test, one way ANOVA, as well as post-hoc multiple comparisons, were used.ResultsNearly all questions associated with the patient survey scored higher than 4.0, indicating patients were generally very satisfied with EMS treatment. Patients were least satisfied with the length of time spent waiting for an examination. The results showed that the waiting time is a statistically significant factor concerning all four dimensions of patient satisfaction: medical staff, clinical facilities, clinical equipment and organization of services (p < 0.05).ConclusionsResearch results have confirmed that the effectiveness of the EMS organizational model impacts on the degree of patient satisfaction. The research also revealed a deficiency in the current EMS organizational services at the prehospital level, given that triage frequently failed to be carried out upon a patient’s arrival at the EMS clinics.

Download Full-text