scholarly journals Evaluating Patients’ Level of Satisfaction on the Quality of Health Services in Ekiti State University Teaching Hospital, Ado-Ekiti Nigeria

2021 ◽  
pp. 79-90
Author(s):  
Esther Abosede Bamise ◽  
Alaba Tolulope Agbele ◽  
Cecilia Olajumoke Adebayo
Keyword(s):  
Quality Of Care ◽  
Health Services ◽  
Waiting Time ◽  
University Teaching ◽  
Satisfaction Level ◽  
State University ◽  
Patients Satisfaction ◽  
Level Of Satisfaction ◽  
Quality Of Health Services

Aims: To evaluate patients’ level of satisfaction on the quality of healthcare received by focusing on waiting time due to its level of importance. Studies have shown that a good healthcare system contributes immensely to the growth of a thriving economy, because patients’ satisfaction is the major indicator of quality healthcare. Study Design: A descriptive cross-sectional study was employed by using a structured questionnaire coupled with interview session. These was considered appropriate for data gathering in the overall outpatient department (OPD) of the health facility. Methods: The present study evaluates patients’ satisfaction level on the QoS in Ekiti State University Teaching Hospital (EKSUTH), Nigeria; by focusing majorly on waiting time. Systematic random sampling technique was used in selecting the participants for this research, with 241 patients’ data collected. Convenience, courtesy and quality of care were used as factors to measure patients’ satisfactions. Results: Findings from this study showed that 73.03% of the patients were satisfied with the level of services in terms of conveniences, while 80.50% of the patients were highly satisfied as regards the courtesy level, also, 77.59% of the patients were satisfied with the quality of care received at the facility. Furthermore, our result indicates that a total of 154 (63.9%) of the patients were greatly satisfied with the quality of health services received in EKSUTH, however, 87 which represents 36.1% of patients were not satisfied with the level of services rendered at the facility. Conclusion: The respondents showed high satisfaction level in most of the services they received from EKSUTH, however, long waiting time in the health facility has shown to be an impediment to the satisfaction level as well as the quality of care (QoC) received. Therefore, improved services; especially reducing the long waiting time will motivate patients to continue to utilize EKSUTH. More so, continuous efforts should be made by the hospital’s administration to improve other areas where satisfaction level was shown to be low in the present study.

scholarly journals Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

2019 ◽  
Vol 17 (1) ◽  
pp. 152 ◽  
Author(s):  
Elena Druică ◽  
Viorel Mihăilă ◽  
Marin Burcea ◽  
Vasile Cepoi
Keyword(s):  
Health Services ◽  
Waiting Time ◽  
Relevant Variable ◽  
Targeted Interventions ◽  
Mediating Role ◽  
Patients Satisfaction ◽  
Quality Of Health Services ◽  
The Relationship

Introduction: Patients’ satisfaction was extensively researched over the last decades, given its role in building loyalty, compliance to treatment, prevention, and eventually higher levels of wellbeing and improved health status. Patients’ feedback on the perceived quality of health services can be incorporated into practice; therefore, understanding factors and mechanisms responsible for patients’ satisfaction allows providers to tailor targeted interventions. Method: A questionnaire assessing patients’ perception of the quality of health services was administered to a country-representative sample of 1500 Romanian patients. Using a partial least squares—path modeling approach (PLS-PM), with cross-sectional data, we developed a variance-based structural model, emphasizing the mediating role of trust and satisfaction with various categories of health services. Results: We confirmed the mediating role of trust in shaping the relationship between the procedural accuracy of health professionals, along with the perceived intensity of their interaction with patients, and patients’ experienced quality of the health services. We confirmed the mediating role of satisfaction by the categories of services in the relationship between waiting time on the premises, attention received, and the perceived reliability of the information received, as predictors, and the experienced quality of the health services. In addition, indirect assessment of patients’ satisfaction is a good predictor for direct assessment, thereby affirming the idea that the results of the two types of evaluations converge. Discussions: One of the most efficient solutions to increase both patients’ satisfaction and their compliance is to empower the communication dimension between patients and health practitioners. Given the non-linear relationships among variables, we advocate that, unless the nature of the relationships between satisfaction and its predictors is understood, practical interventions could fail. The most relevant variable for intervention is the degree of attention patients perceive they received. We suggest three methods to turn waiting time into attention given to patients.

scholarly journals Ordinal Logistic Regression with an Application to Health Service Quality in Raden Mattaher Jambi Hospital

2019 ◽  
Vol 20 (1) ◽  
pp. 35-40
Author(s):  
Feri Tiona Pasaribu ◽  
Ainun Mardia ◽  
Corry Sormin
Keyword(s):  
Logistic Regression ◽  
Health Services ◽  
Ordinal Logistic Regression ◽  
Ordinal Scale ◽  
Test Parameter ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Ordinal Logistic Regression Analysis ◽  
Quality Of Health Services

Health care is a treatment received by the community provided by health workers. The quality of health services will provide satisfaction to health services. Service actions that affect the value of satisfaction are availability and completeness of facilities, physical evidence of administration, reliability of officers, responsiveness of officers, guarantees received by patients and families of patients, and empathy felt by patients. This level of satisfaction assessment is in the form of an ordinal scale that is not satisfied, less satisfied, satisfied and very satisfied. The analysis used to determine the level of satisfaction is by ordinal logistic regression analysis. The sample used in this study is the patient or family of patients at Raden Mattaher Hospital. The stages of data analysis used are the validity and reliability test, parameter estimation, model feasibility test, parameter significance test and the best model selection. The results of the analysis obtained the best models  and  with factors that influence the level of quality of health services at Raden Mattaher Hospital, namely physical evidence, availability and completeness of facilities and responsiveness.

scholarly journals PENGARUH KUALITAS PELAYANAN JKN-KIS TERHADAP KEPUASAN PESERTA JKN-KIS PADA PEMANFAATAN PELAYANAN KESEHATAN DI RSUD DR. MURJANI SAMPIT

KINDAI ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 201-219
Author(s):  
Ida Bagus Made Dwi Indrawan
Keyword(s):  
Health Services ◽  
Service Time ◽  
Public Health Services ◽  
Inhibiting Factor ◽  
Service Information ◽  
Level Of Satisfaction ◽  
Time Standards ◽  
Quality Of Health Services ◽  
Staff Behavior

Abstract : JKN-KIS program has an impact on public health services. The good quality of health services in hospitals will enable many JKN participants to utilize their health services also patients will feel satisfied with their health services. This survey is to measure the satisfaction of the community as users and improve the quality of hospital as public service. This study was conducted to determine the level of satisfaction member of JKN-KIS and the factors that encourage and inhibit the satisfaction. This study used questionnaire on 100 respondents. It showed that level of satisfaction member of JKN-KIS program is in the excellent category and the encourage factor for the satisfaction was the requirements and service information while the inhibiting factor satisfaction was service time and staff behavior. The reccomendation  for RSUD Dr. Murjani Sampit is  apply service time according to time standards and pay attention to officers in providing services on time Keywords: service quality, satisfaction, JKN-KIS participants   Abstrak : Program JKN-KIS berdampak terhadap pelayanan kesehatan masyarakat. Pemberian layanan kesehatan yang baik di Rumah Sakit akan memungkinkan banyak peserta JKN yang memanfaatkan pelayanan kesehatan dan berdampak pada pasien merasa puas terhadap pelayanan kesehatan. Survey kepuasaan masyarakat terhadap penyelenggaraan pelayanan publik ini bertujuan untuk mengukur kepuasan masyarakat sebagai pengguna layanan dan meningkatkan kualitas penyelenggaraan pelayanan publik. Penelitian ini dilakukan untuk mengetahui tingkat kepuasan peserta JKN-KIK dan faktor-faktor yang mendorong dan menghambat kepuasan peserta JKN-KIS. Penelitian ini menggunakan kuesioner pada 100 responden. Hasil penelitian didapat bahwa tingkat kepuasan peserta JKN-KIS pada pemanfaatan pelayanan kesehatan dengan kategori sangat baik dan faktor pendorong dari kepuasan peserta JKN adalah persyaratan dan maklumat pelayanan sedangkan faktor penghambat dari kepuasan peserta JKN waktu pelayanan dan perilaku pelaksana. Disarankan bagi RSUD Dr. Murjani Sampit dapat menerapakan waktu pelayanan sesuai dengan standar waktu yang telah ditetapkan serta memperhatikan petugas dalam memberikan pelayanan dengan tepat waktu Kata kunci : kualitas pelayanan, kepuasan, peserta JKN-KIS

scholarly journals Social factors affecting job satisfaction and their relation to the level of health services provided to society: العواملُ الاجتماعيةُ المؤثرةُ في الرضا الوظيفيِّ وعلاقتُهَا بمستوى الخدماتِ الصحيّةِ المُقَدَّمةِ للمجتمعِ

2016 ◽  
Vol 2 (7) ◽  
Author(s):  
Reem Mansour Ahmed Al-Mansour
Keyword(s):  
Job Satisfaction ◽  
Health Services ◽  
Working Hours ◽  
Human Potential ◽  
Health Staff ◽  
Satisfaction Level ◽  
Ministry Of Health ◽  
Factors Affecting ◽  
Quality Of Health Services

This study aimed to the following: Identifying the job satisfaction and its relation with health services provided to society.  Identifying the factors affecting on job satisfaction and its relation with level of health services provided to society. Identifying the impacts of development of job satisfaction level and its relation with level of health services. Identifying the appropriate methods to increase the job satisfaction level and quality of health services. To achieve these objectives, the researcher used the analytical descriptive method in order to achieve aims of the study. She has chosen a random Population of 261 employees of Ministry of Health and used the questionnaire with closed form to collect its data. The study found out some results as: The (252) employees, of the total staff of the Ministry of Health (Population) are Saudis; while (9) employees, of the total staff of the Ministry of Health; are non-Saudis.  The Ministry of Health staff (the Population) are satisfied that there are certain to raise the level of job satisfaction appropriate mechanisms, and the quality of health services. The Ministry of Health staff (the Population) are satisfied that there are some effects of improving the level of job satisfaction, and its relationship to the level of health services provided to the community. The researcher recommended some of the recommendations and most important: Providing human potential, physical, and technical service to the sick, and raise the level of job satisfaction, and the level of health services provided to the community. Working on removing the causes of lack of job satisfaction as many work pressures, such as: marginalization, long working hours and lack of recognition of the social, psychological and administrative disciplines, and lack of integration of services provided to patients. Working on staff participation in planning and decision-making process; as it affects the level of job satisfaction to have.  

scholarly journals The Patient Satisfaction On Quality of Health Services in Out Patient Department of Bandar Lampung Adventist Hospital

2019 ◽  
Vol 7 (1) ◽  
pp. 550-563
Author(s):  
Novita Verayanti Manalu
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Data Gathering ◽  
Strong Relationship ◽  
High Category ◽  
Level Of Satisfaction ◽  
Quality Of Health Services ◽  
High Level ◽  
Patient Department

Introduction: One of the health service facilities is a hospital. Hospitals are required to provide the best services for patient satisfaction. Satisfaction will be fulfilled if the service provided in a hospital is felt to be in accordance with patient expectations, otherwise the patient will not feel satisfied. Disatisfaction with services will encourage patients to use the services of other competitors and will result in decreased profits for the hospital. The level of satisfaction is closely related to quality services so that the services provided are in accordance with patient expectation. The purpose of this study was to determine the level of patient satisfaction, patient assessment of the quality of health services and the relationship between the level of satisfaction with the quality of health services in an Out Patient Department (OPD) of Bandar Lampung Adventist Hospital. Methods: The method used in this study is a descriptive correlation involving 160 patients in OPD of Bandar Lampung Adventist Hospital. The data gathering was done by purposive sampling, and used a questionnaire instrument. The questionnaire used in the form of a checklist consist of two parts were those related to the patient satisfaction levels (23 questions) and related to the quality of OPD services (45 questions), so the total of all questions was 68. Then the data were analyzed using the McClave percentage formula, Benson, and the correlation formula according to Sugiyono (2007: 122). Results: The results of this study found the percentage level of patient satisfaction in the Out Patient Department of Bandar Lampung Adventist Hospital is 76.35%. This states that the level of patient satisfaction is included in the high category. The percentage of patients' assessment of service quality is 75.96%, this value is also included in the high category. Through these two percentages, the correlation value is 0.852. It states that there is a very strong relationship between the level of patient satisfaction with the quality of health services in OPD of Bandar Lampung Adventist Hospital. Discussion: Based on the results of the study it can be concluded that patients in OPD of Bandar Lampung Adventist Hospital have a high level of satisfaction that related to the quality of hospital health services. Suggestions given to the head of the OPD are expected to be able to maintain and improve quality services so that the patient satisfaction is maintained properly.

scholarly journals Measuring Inpatients Level of Satisfaction about Health Services Provided by Zakho Governmental Hospitals

2017 ◽  
Vol 5 (1) ◽  
pp. 221
Author(s):  
Basheer A. Abdi ◽  
Dlofan A. Salman
Keyword(s):  
Health Services ◽  
General Hospital ◽  
Maternity Hospital ◽  
Quality Of Services ◽  
Important Indicator ◽  
Patient’S Satisfaction ◽  
Emergency Hospital ◽  
Patients Satisfaction ◽  
Level Of Satisfaction

Background and aim: Patient’s satisfaction is a central element in the evaluation of health care services and it's an important indicator for measuring the quality of services and regarded as a component of performance improvement. The aim of present research was to measure patients’ satisfaction about health services in Zakho's hospital. Methodology: Descriptive study was conducted in Zakho's hospital. 248 patients were selected from Zakho general hospital, maternity hospital and emergency hospital in Zakho city which are the only hospitals that can receive inpatients in discrete. A validated questionnaire was used to measure patients’ satisfaction about health services by interviewing them on day of discharge. Results: the results of present study in Zakho’s hospitals (Zakho General Hospital, Emergency Hospital and Maternity Hospital) showed moderate level of satisfaction with health services that provided to them as overall results were (3.56 out of 5). With highest level of satisfaction in Zakho general hospital and lowest level in emergency hospital. Conclusion: the results indicate the need for further efforts should spend to overcome weakness and barriers for provision of better quality of services and enhance better satisfaction. the results also suggest that serious and effective pains are necessary to increase patient's satisfaction in Emergency hospital.

scholarly journals Customers’ satisfaction of the occupational therapy services in Namibia

2017 ◽  
Vol 4 (10) ◽  
pp. 3542 ◽  
Author(s):  
Thelma Marwa ◽  
Kabwebwe Honore Mitonga ◽  
Kathe Hofnie-//Hoebes
Keyword(s):  
Quality Of Service ◽  
Quality Of Care ◽  
Occupational Therapy ◽  
State Hospital ◽  
Waiting Time ◽  
Physical Environment ◽  
Three Dimensions ◽  
Patients Satisfaction ◽  
Therapy Services

Background: Patients’ satisfaction is important in healthcare services. It can be an indicator of quality of services in a hospital. The study aims to determine the customers’ satisfaction of the Occupational Therapy Services at Katutura State Hospital in Windhoek. Methods: The research design was a mixed approach - quantitative and qualitative. Questionnaires and interviews were used to collect data. The statistical package for the social sciences software version 23 was used to analyse data. Results: Results of the study showed that occupational therapy patients at Katutura State Hospital are satisfied with the quality of service. However, the service was not superior. Perceived quality mean of the service was 5.51 while the desired quality of service was 9.45. Out of the three dimensions; quality of care, physical environment and occupational therapy services, patients were mostly satisfied with quality of care with the adequacy mean of 1.02 and least satisfied with the physical environment which had an adequacy mean of 0.31. Patients were not satisfied with the cleanliness, ventilation, privacy, lighting, waiting time, consent before treatment and follow up of patients. Conclusions: The study shows that the occupational therapy patients at Katutura State Hospital are slightly satisfied with the services although there are some other factors they are dissatisfied with. The occupational therapy department is recommended to develop consent forms, improve on waiting time and keeping appointments. The physical environment also needs to be improved in order to increase the patients` satisfaction rate. 

scholarly journals Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

2019 ◽  
Author(s):  
Viorel Mihaila ◽  
Elena Druica ◽  
Marin Burcea ◽  
Vasile Cepoi
Keyword(s):  
Health Services ◽  
Waiting Time ◽  
Structural Model ◽  
Relevant Variable ◽  
Targeted Interventions ◽  
Mediating Role ◽  
Quality Of Health Services ◽  
The Relationship

Introduction: Patients’ satisfaction was extensively researched over the last decades, given its role in building loyalty, compliance to treatment, prevention, and eventually higher levels of wellbeing and improved health status. Patients’ feedback on the perceived quality of health services can be incorporated into practice; therefore, understanding factors and mechanisms responsible for patients’ satisfaction allows providers to tailor targeted interventions. Method: A questionnaire assessing patients’ perception of the quality of health services was administered to a country-representative sample of 1500 Romanian patients. Using a partial least squares—path modeling approach (PLS-PM), with cross-sectional data, we developed a variance-based structural model, emphasizing the mediating role of trust and satisfaction with various categories of health services. Results: We confirmed the mediating role of trust in shaping the relationship between the procedural accuracy of health professionals, along with the perceived intensity of their interaction with patients, and patients’ experienced quality of the health services. We confirmed the mediating role of satisfaction by the categories of services in the relationship between waiting time on the premises, attention received, and the perceived reliability of the information received, as predictors, and the experienced quality of the health services. In addition, indirect assessment of patients’ satisfaction is a good predictor for direct assessment, thereby affirming the idea that the results of the two types of evaluations converge. Discussions: One of the most efficient solutions to increase both patients’ satisfaction and their compliance is to empower the communication dimension between patients and health practitioners. Given the non-linear relationships among variables, we advocate that, unless the nature of the relationships between satisfaction and its predictors is understood, practical interventions could fail. The most relevant variable for intervention is the degree of attention patients perceive they received. We suggest three methods to turn waiting time into attention given to patients.

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