Patients satisfaction with healthcare delivery in Ghana

Abstract

Background The service industry has been an evolving sector and a great concern to providers ensuring continuously that clients’ satisfaction is met. Hence, the importance of patient satisfaction in the healthcare sector. This study focused on the satisfaction of women with the delivery of health services in Ghana and aims to be different from other studies which has focused on patient satisfaction with urban and rural health services, regional health services and health insurance. Our study examines the percentages of satisfaction with the multiple outcomes defined and identifies the key health system and demographic related factors associated with women satisfaction. Methods This study used data from the 2014 Ghana Demographic and Health Survey and a total of 12,831 households were systematically selected with reproductive women aged 15–49 years eligible for interview. Data for this study was analysed quantitatively using descriptive statistics, chi square and regression analysis. A total of 3648 women were included in this study and the final analysis thus involved a weighted sample of 3507 women. Satisfaction indicators were put together into SERVQUAL dimensions in the study and reliability test run using Cronbach Alpha (α). All data analyses were carried out in STATA 13.0. The adjusted odds ratios (AOR) with their corresponding 95% confidence intervals (CI) were calculated. Results Analysis showed that independently, education and religion were significantly associated with service reliability, overall satisfaction and responsiveness. Payment option was also associated with responsiveness and tangibility dimensions. Furthermore, place of residence was independently associated with responsiveness, tangibility and overall satisfaction. Finally, maternal age, region, provider friendly, ease of getting care and opening hours were all independently associated with reliability, responsiveness, tangibility and overall service satisfaction at the multivariable level. Conclusions Dimensions of service quality which focus on patient-centered atmosphere and efficient service delivery system should be integrated and strengthened by hospital management in order to increase patient satisfaction. Key maternal characteristics and health system related factors were revealed to have positive association with patient satisfaction with health services delivery and this cannot be ignored by health care managers in ensuring that systems are improved for better health care.

Strategic human resource management and performance in public hospitals in Ethiopia

“…Indeed, we have found that patient outcomes provide motivation and purpose and promote employee outcomes, in a direction opposite to the logic of the chain of causality of the SHRM model and the government regulations. These findings support previous research suggesting that the intrinsic motivation of health professionals to serve patients and their professional logic effectively counters external motivators such as the regulations and financial incentives of the management logic ( 39 , 40 ). An alternative explanation is that patient satisfaction is determined by the perceived service delivery in relation to their expectations toward quality of healthcare ( 41 – 43 ).…”

The Association Between Pregnancy-Related Factors and Health Status Before and After Childbirth With Satisfaction With Skilled Delivery in Multiple Dimensions Among Postpartum Mothers in the Akatsi South District, Ghana

“…In Ghana, an estimated 63-71% of postpartum mothers received skilled deliveries, likened to 80-95% who accessed antenatal care (ANC) from healthcare professionals (4) compared to 45% in Ethiopia (2). The overall service satisfaction of patients with healthcare delivery in the Volta was 61.7%; however, it was lower than the 83.0% in the Western Region and higher than the 55.0% reported in the Ashanti Region (26). Presently, there has been a swift decline in access to skilled delivery among postpartum mothers in the Akatsi South District based on annual health reports (27).…”

Determinants of Maternal Satisfaction with the Quality of Childbirth Services in a University Hospital in Kumasi, Ghana: A Cross‐Sectional Study

“…Multiple factors influence maternal satisfaction with childbirth services and provide ways by which health facilities can improve childbirth services [1]. These include poor staff attitude, the high cost of healthcare services, long waiting times, a policy of paying for health services, frequent referrals to higher-level hospitals, inadequate healthcare staff, and lack of ambulances at health facilities [4][5][6]. The confidence of pregnant women is negatively affected when they experience dissatisfaction with childbirth services throughout their healthcare encounters; this also influences maternal-neonatal well-being [7].…”

“…The present study sought to assess the extent of maternal satisfaction with childbirth services and associated factors using the service quality (SERVQUAL) model. In Ghana, few studies have adopted the SERVQUAL model to assess patient satisfaction with healthcare delivery [5,26,27]. However, the SERVQUAL model has not been explored extensively to assess maternal satisfaction with childbirth services in Ghana.…”