Client Satisfaction with Service Delivery in the Health Sector: The Case of Agogo Presbyterian Hospital

Abstract

The government had mainly provided health delivery in Ghana; this did not leave room for so much client (patient) specifications and demand. Recent times have however seen the emergence of some private entities delivering health care, bringing in some form of competition in the sector. The purpose of this study was to assess client satisfaction with service delivery in the health sector. The study specifically sought to determine the factors that are associated with satisfaction of the patients in the hospital, to find out patients' knowledge of the right to demand and expect service quality or satisfaction, to determine the impact of some service dimensions on patients' satisfaction and to identify the challenges that impact on satisfactory service delivery at the hospital. The population comprised both staff and patients of Agogo Presbyterian hospital. Through convenience sampling, 151 patients and 51 staff were sampled. Data was analyzed using basic descriptive statistics. Multiple regression analysis and correlation was also used to ascertain the effect of the independent variables (human relation of staff, communication from staff, staff performance, waiting time and physical evidence) and the dependent variable (patients' satisfaction). It was concluded that, patients were satisfied with the health service delivery at Agogo Presbyterian hospital. Factors that led to satisfaction were effective human relation from staff (doctors, pharmacists, nurses and other staff), effective communication and general performance of staff. It has therefore been suggested that the facility must take keen interest in them, so as to enhance the satisfaction of their patients.

Assessing Service Quality in the Ghanaian Private Healthcare Sector: The Case of Comboni Hospital.

“…Assurance: Assurance refers to the skills and courtesy of medical professionals to influence a patient's trust and confidence in the patient (Nkrumah et al, 2015).…”

Patients satisfaction and treatment outcomes of primary care practice in Ghana

“…Despite the importance of patient satisfaction in measuring treatment outcomes, there is lack of such studies in developing countries, specifically in Ghana. Patient satisfaction studies that have been conducted in Ghana, so far, are either location-specific,11–13 facility-specific,14–17 or specialty-specific;18 and results of these studies are limited in their generalizability to the entire country. A primary care experience study done in three districts of Ghana covering three ecological zones (coastal, forest and savannah), Penny and colleagues found 89% of 716 patients were either very satisfied or satisfied with their primary care 12…”

Community-based management of acute malnutrition: Implementation quality, and staff and user satisfaction with services

“…The user satisfaction level with health interventions is a major determinant of patients' future adherence to treatment and uptake of services. 17 , 23 , 24 , 25 Arguably, most clients of the CMAM programme in the district are likely to stop attending treatment centres or to not seek healthcare for their children. In addition, some parents may resort to local means of treating their children, which could negatively affect their recovery and overall growth and development.…”

“…The quality of health interventions and the satisfaction of users and CMAM staff are important because they substantially influence future utilisation and uptake of services. 17 According to the Institute of Medicine, health service quality refers to healthcare services for individuals that increase the likelihood of desired health outcomes and are consistent with current professional knowledge. 18 Oyugi et al.…”

“…22 Some clients also base their satisfaction on risk reduction and the value received for the price. 17 …”