Determinants of Consumer Satisfaction of Health Care in Ghana: Does Choice of Health Care Provider Matter?

Nketiah‐Amponsah, Edward; Hiemenz, Ulrich

doi:10.5539/gjhs.v1n2p50

Cited by 43 publications

(33 citation statements)

References 30 publications

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“…11 In Mozambique no recent studies on service satisfaction could be found; however, research completed in other areas of sub-Saharan Africa confirms the importance of waiting time, friendliness of staff, women's education, and distance/proximity to health facilities as the main determinants of client satisfaction. [12][13][14] The aim of this study was to assess the satisfaction and associated factors among women attending FP services at public health facilities in Mozambique.…”

Section: Introductionmentioning

confidence: 99%

Assessing women's satisfaction with family planning services in Mozambique

Chavane

Dgedge

Bailey

et al. 2016

J Fam Plann Reprod Health Care

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Background The contraceptive prevalence rate in Mozambique was estimated as 11.3% in the last Demographic and Health Survey. The impact of family planning (FP) on women's health and on the reduction of maternal mortality is well known. Methods Acknowledging the importance of user satisfaction in the utilisation of health services, exit interviews were used to assess women's satisfaction with FP services in Mozambique. The survey, conducted in 174 health facilities, was representative at the national level, covered all provinces, and both urban and rural areas. Results Overall, 86% of respondents were satisfied with FP services, but issues such as insufficient supplies of oral contraceptives and the low quality of healthcare provider/client interactions were given as reasons for women's dissatisfaction. Conclusion Defined actions at the level of health service provision are needed to tackle the identified issues and ensure improved satisfaction with, and better utilisation of, FP services in Mozambique.

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Section: Introductionmentioning

confidence: 99%

Assessing women's satisfaction with family planning services in Mozambique

Chavane

Dgedge

Bailey

et al. 2016

J Fam Plann Reprod Health Care

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“…Earlier studies suggest that increases in access to and use of primary care services are associated with a rise in user satisfaction levels [28]. Similarly, having a choice of provider is also associated with increased satisfaction with health services [16,23]. …”

Section: Discussionmentioning

confidence: 99%

Effect of health system reforms in Turkey on user satisfaction

Stokes

Gurol‐Urganci

Hone

et al. 2015

Journal of Global Health

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In 2003, the Turkish government introduced major health system changes, the Health Transformation Programme (HTP), to achieve universal health coverage (UHC). The HTP leveraged changes in all parts of the health system, organization, financing, resource management and service delivery, with a new family medicine model introducing primary care at the heart of the system. This article examines the effect of these health system changes on user satisfaction, a key goal of a responsive health system. Utilizing the results of a nationally representative yearly survey introduced at the baseline of the health system transformation, multivariate logistic regression analysis is used to examine the yearly effect on satisfaction with health services. During the 9–year period analyzed (2004–2012), there was a nearly 20% rise in reported health service use, coinciding with increased access, measured by insurance coverage. Controlling for factors known to contribute to user satisfaction in the literature, there is a significant (P < 0.001) increase in user satisfaction with health services in almost every year (bar 2006) from the baseline measure, with the odds of being satisfied with health services in 2012, 2.56 (95% confidence interval (CI) of 2.01–3.24) times that in 2004, having peaked at 3.58 (95% CI 2.82–4.55) times the baseline odds in 2011. Additionally, those who used public primary care services were slightly, but significantly (P < 0.05) more satisfied than those who used any other services, and increasingly patients are choosing primary care services rather than secondary care services as the provider of first contact. A number of quality indicators can probably help account for the increased satisfaction with public primary care services, and the increase in seeking first–contact with these providers. The implementation of primary care focused UHC as part of the HTP has improved user satisfaction in Turkey.

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“…It has become one of the most used criteria for establishing health care quality [2–4]. Previous studies argue that satisfied customers tend to develop trusting relationship with healthcare providers and to reveal higher levels of cooperation, which determine higher health outcomes [5, 6].…”

Section: Introductionmentioning

confidence: 99%

Patients’ perceptions of healthcare professionalism—a Romanian experience

Popa

Druguş

Leaşu

et al. 2017

BMC Health Serv Res

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BackgroundThe main objective of this cross sectional study was to assess the psychometric properties of a new research instrument. The secondary aim was to analyze patients’ levels of dissatisfaction with the professionalism of medical staff.MethodsA social survey questionnaire was created and administered online. The instrument consisted of two scales: the 30-item patient dissatisfaction scale and the 10 items institutional scale. In this article, we assessed only the patient dissatisfaction scale. The research population includes 1838 subjects. The statistical procedures used were descriptive statistics, Pearson’s correlation, and factorial analyses with the SPSS.19 software. The internal consistency of the instrument was determined using the Cronbach’s alpha coefficient. We used a principal component analysis to investigate the factorial validity of the scale.ResultsThe patients’ scale of dissatisfaction obtained an alpha Cronbach score of 0.81. Three latent factors corresponding to three dimensions of dissatisfaction emerged from the data: medical staff’s ability to communicate, medical staff’s hygiene, as well as sanitary and privacy conditions within the hospital. The first factor explained 43.47% of the variance in patient dissatisfaction, the second factor explained 10.24%, and the third factor explained 7.59%; overall, the three factors explained 61.30% of the total variance.ConclusionThe Romanian healthcare system has an organization and management structure which has shown few changes since the communist period. Our study indicates that although more than 25 years have passed since the political regime changed in Romania and the introduction of a different system of social care, there have been no corresponding changes in the medical staff’s mentality or in the way that patients are approached. The present assessment of patient dissatisfaction is not a strictly theoretical exercise; it also represents a valuable instrument for healthcare system management.Electronic supplementary materialThe online version of this article (doi:10.1186/s12913-017-2412-z) contains supplementary material, which is available to authorized users.

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Determinants of Consumer Satisfaction of Health Care in Ghana: Does Choice of Health Care Provider Matter?

Cited by 43 publications

References 30 publications

Assessing women's satisfaction with family planning services in Mozambique

Assessing women's satisfaction with family planning services in Mozambique

Effect of health system reforms in Turkey on user satisfaction

Patients’ perceptions of healthcare professionalism—a Romanian experience

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