Assessment of clients satisfaction with outpatient services at Yekatit 12 Hospital Medical College, Addis Ababa, Ethiopia

Berehe, Tirhas T.; Bekele, Getabalew Endazenaw; Yimer, Yimer S.; Lozza, Taye Z.

doi:10.1186/s13104-018-3603-3

Cited by 26 publications

(35 citation statements)

References 13 publications

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“…This finding was comparable with Bahirdar Felege Hiwot Referral Hospital study (57.8%) [8]. The current satisfaction level was slightly higher than the Yekatit 12 Referral Hospital study (47%) [9] and slightly lower than the studies in Wolita Sodo teaching hospital (54.2%) [10] and Jimma (57.1%) [11]. In contrast to the current study and the above-cited references in the country, the nationwide survey reported an overall patient satisfaction of 74.5% [2].…”

Section: Discussionsupporting

confidence: 79%

Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital

Semegn

Alemkere

2019

PLoS ONE

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BackgroundClient satisfaction towards the pharmacist services is essential to measure the level of pharmacy services offered to clients and the implementation of pharmaceutical care in the hospital.MethodsA cross-sectional study was conducted to assess client satisfaction towards the pharmacist service from April 20 to 30, 2019 at OPD pharmacy of Tikur Anbessa Specialized Hospital (TASH). Clients fulfilling the inclusion criteria were interviewed by using a five scale Likert scale. Then data was entered and analyzed using SPSS version 21. The results of the study were presented using table, frequency, and percentage. A binary logistic regression was also employed. The association was declared at p<0.05.ResultIn this study 250 study participants were included. Majority of the participants were males (56.4%, n = 141) with the mean (±standard deviation) age of 38.97±13.73. The mean satisfaction was 51.6%. Study participants perception on pharmacy staff number insufficiency (AOR = 0.32, 95%CI: 0.17, 0.59) and their perception towards the waiting area scored as somewhat fair (AOR = 0.50 (0.27, 0.94) and not convenient (AOR = 0.18 (0.06, 0.56) were negatively associated with their satisfaction.ConclusionIn this study, study participants have an overall satisfaction of above 50%. Respondent satisfaction for pharmacist approach or communication skill was higher than their satisfaction towards the medication guidance given to them. Study participants perception of the waiting area and staff number sufficiency for the service were significant predictors of their satisfaction. Hence, the TASH administration is expected to improve such pharmaceutical service areas to meet patient demands.

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Section: Discussionsupporting

confidence: 79%

Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital

Semegn

Alemkere

2019

PLoS ONE

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“…21,22 In this study, the presence or absence of a sign and direction indicators were significantly associated with patient satisfaction. It is consistent with the studies conducted in Addis Abeba, Yekatit 12 hospital, 42 where the availability of sign and diction indicator increases patient satisfaction by 98% and in Bahirdar, Ethiopia, 43 in which 74% of patients dissatisfied due to the absence of sign and direction indicators. The provision of sign and direction indicators in the healthcare facilities may provide a good image for customers to access easily the room they need for healthcare services.…”

supporting

confidence: 90%

“…41 Patients who got some ordered drugs from the health facility were 3.7 times more likely satisfied than those who did not get any ordered drugs from the health facilities. It is in agreement with the studies done in Addis Abeba public hospitals, 41 Yekatit 12 medical college, 42 Jimma University specialized hospital, 31 Iluababor zone, 32 Wolayita-Sodo, 36 Dabraberhan, 35 and Bahardir, Ethiopia 43 where patients who did not get drugs were less satisfied than those who had ordered drugs.…”

supporting

confidence: 89%

<p>Patient Satisfaction and Associated Factors During COVID-19 Pandemic in North Shoa Health Care Facilities</p>

Deriba¹,

Geleta²,

Beyane³

et al. 2020

PPA

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Background: Patient satisfaction is an indicator of healthcare quality service and involved as an outcome measure. Quality of healthcare service and patient satisfaction has been affected by the current coronavirus disease 2019 (COVID-19) pandemic. It induced uncertainness and shortage of medical supplies due to a limited global movement. Therefore, this study aimed to assess patient satisfaction and associated factors among chronic patients who had a follow-up in North Shoa healthcare facilities. Methods: An institutional-based cross-sectional study was used to select 410 study participants through a systematic random sampling technique. Data were collected by a structured interviewer-administered questionnaire, entered into Epi Info version 7, and transported to SPSS version 23 for analysis. Bivariable and multivariable logistic regressions were used to identify the factors associated with satisfaction. The odds ratio with a 95% confidence interval was computed, and p-value <0.05 was considered statistical significance in the multivariable model. Results: The overall level of patient satisfaction was 44.6%. The presence of sign and direction indicators (AOR=3.26, 95% CI=1.1, 9.92), obtaining some ordered drugs (AOR=3.7, 95% CI=1.1, 12.54), getting alcohol for hand cleaning (AOR=2.66, 95% CI=1.1,6.65), obtaining sanitizer for hand cleaning (AOR=4.45, 95% CI=1.72,11.52), and maintaining social distancing (AOR=2.63, 95% CI=1.21, 5.70) were factors associated with patient's satisfaction. Conclusion: The level of patient satisfaction was very low during a COVID-19 pandemic. The presence of sign and direction indicators, availability of drugs, social distancing, availability of alcohol, and sanitizer were factors associated with patient satisfaction. The intervention targeted at increasing patient satisfaction and improving the quality of service during COVID-19 through maintaining social distancing and availing alcohol or sanitizers is necessary.

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“…In Ethiopia, few reports of previously published data described the extent and factors associated with the quality of health or pharmaceutical services ( Oljira and Gebre-Selassie, 2001 ; Tateke et al, 2012 ; Surur et al, 2015 ; Woldeyohanes et al, 2015 ; Workye et al, 2015 ; Abdosh, 2016 ; Kefale et al, 2016 ; Berehe et al, 2018 ). To our knowledge, none of the published data have directly addressed the degree and reasons for dissatisfaction/satisfaction from outpatients with pharmacy services.…”

Section: Introductionmentioning

confidence: 99%

The Extent and Reasons for Dissatisfaction From Outpatients Provided With Pharmacy Services at Two Public Hospitals in Eastern Ethiopia

Nigussie

Edessa

2018

Front. Pharmacol.

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Background: Satisfaction of patients for pharmaceutical services reflects their preferences and expectations, and the realities of care. It is critical to understand the extent of dissatisfaction for pharmaceutical services and its associated factors in order to optimize the required quality of the services provided. Therefore, this study is aimed to explore the extent and reasons for dissatisfaction from outpatients provided with the pharmacy services at Hiwot Fana Specialized University Hospital and Federal Harar Police Hospital in Harar, eastern Ethiopia.Methods: An institution-based cross-sectional study was conducted on 844 outpatients. Data were collected by interviewer administered interviews that employed a structured questionnaire which was meant to estimate dissatisfaction/satisfaction of the outpatients for the pharmacy services provided using a 1–5 point LIKERT scale. SPSS version 20.0 was employed to analyze data. Accordingly, potential covariates were identified using chi-squared test and binary logistic regression analyses were undertaken to adjust for the covariates.Results: The highest (61.1%) dissatisfaction was scored for lack of consistent availability of prescribed drug(s). Factors that showed significant association with dissatisfaction were marital divorce [adjusted odds ratio (AOR) 2.67; 95% CI 1.01–7.06]; lack of quality system or Auditable Pharmaceutical Transaction Services (AOR 13.56; 95% CI 9.10–20.23); and patients’ perceived insufficient knowledge of pharmacists (AOR 2.50; 95% CI 1.61–3.87) and good interaction with their pharmacists (AOR 0.28; 95% CI 0.14–0.56).Conclusion: Outpatients’ highest dissatisfaction was related with the inadequate availability of prescribed drug(s). Lack of quality system; marital divorce; and patients’ perceived insufficient knowledge of pharmacists increased the likelihood of dissatisfaction but it was less likely to occur in outpatients who perceived their interaction with pharmacists as positive. Therefore, in addition to securing consistent availability of drugs and implementing a quality system, improving the technical and personal skills of pharmacists is likely to improve satisfaction of patients with the pharmacy services.

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Assessment of clients satisfaction with outpatient services at Yekatit 12 Hospital Medical College, Addis Ababa, Ethiopia

Cited by 26 publications

References 13 publications

Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital

Assessment of client satisfaction with pharmacist services at outpatient pharmacy of Tikur Anbessa Specialized Hospital

<p>Patient Satisfaction and Associated Factors During COVID-19 Pandemic in North Shoa Health Care Facilities</p>

The Extent and Reasons for Dissatisfaction From Outpatients Provided With Pharmacy Services at Two Public Hospitals in Eastern Ethiopia

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