Patients’ satisfaction with quality of care in general hospitals in Ebonyi State, Nigeria, using SERVQUAL theory

Abstract

Background: Patient satisfaction is an essential parameter in the assessment of quality of care and healthcare facility performance. Objective: To investigate patients’ satisfaction with quality of care in general hospitals in Ebonyi State, South East, Nigeria, using the SERVQUAL. Methods: A cross-sectional descriptive study design was employed on a sample of 400 patients using a 27-item structured open-ended patients’ satisfaction questionnaire with a multi-stage cluster sampling technique. Patients included in the study were those who must have come for an outpatient clinic within the period, be 18 years and above, and those who gave consent to participate. Of 400 questionnaires administered, 396 (99%) were retrieved. SPSS version 20 was used for data analysis. Descriptive statistics, such as frequencies, percentages, mean score ( x), and standard deviation, were employed for interpretation. Results: Out of 396 patients, 156 (39.4%) were male and 240 (60.6%) were females. Most patients were 18–39 years (233 (58.8%)), had secondary education (139 (35.1%)), married (221 (55.8%)), earned <18,000 (170(42.9%)), and were traders (136 (34.3%)). Patients were satisfied with tangibility (2.57 ± 0.99) and reliability (2.84 ± 0.95) and very satisfied with responsiveness (3.06 ± 0.63), assurance (3.07 ± 0.63), and empathy (3.12 ± 0.57). Conclusions: Patients were satisfied with the quality of care. However, satisfaction was highest with empathy and lowest with tangibility. Thus, managers should focus their quality improvement efforts on areas of the neat appearance of health workers, waiting facilities for attendants and patients, and hygienic conditions at the hospital. Also, biannual assessment of patients’ satisfaction should be done and the results generated use judiciously to provide a platform for health sector reform.

Gap analysis between expectations and perceptions of pregnant women attending Prevention of Maternal to Child Transmission of HIV services in a private referral hospital in northern Tanzania: A cross-sectional descriptive study

“…The study finding provides evidence of a positive gap score, indicating that the perceived value of the quality of PMTCT services delivered in the RCH clinic at KCMC referral hospital has exceeded the initial expectation for all 5 service dimensions. This finding concurs with the results of studies conducted globally [ 4 , 5 , 13 – 16 ]. In contrast, some studies have reported pregnant women dissatisfaction with the quality of care provided at RCH clinics [ 17 – 19 ].…”

“…The ability of staff to listen adequately included in the empathy dimension had a small service gap score. This finding corroborates with studies in other settings, which reported staff ability to listen adequately to their client’s increase the ability to create trust and confidence between them [ 5 , 13 , 20 – 25 ].…”

“…The statement “PMTCT staff offer prompt services” included in the responsiveness dimension, had a small service gap score. This finding is congruent with findings conducted in other settings, in which health care providers’ willingness to help, promptness of care, and perceived respect enhance patient-provider relationships, and improves client’s perceptions of the quality of care [ 13 , 19 , 20 , 22 , 29 ]. To meet the service expectations of pregnant women it is imperative to address the issues of long waiting time, with more preference to have more time with the staff, frequent check-ups, and shorter intervals between checkups [ 14 , 30 , 31 ].…”

“…In this study, the ability of staff to keep appointments given to clients included in the reliability dimension was related to a small service gap score. Existing evidence shows that keeping clients appointment increases more regular consultations and betterment of the quality of care [ 7 , 13 , 17 , 19 , 29 , 32 ]. In contrast, lack of appointment systems and booking of scheduled appointments in advance may delay pregnant women access to PMTCT services [ 14 , 33 , 34 ].…”

Assessment of Knowledge and Sources of Information on Lassa Fever Infection Among the Undergraduate Students of Ebonyi State University, Nigeria

“…The study used a descriptive cross-sectional survey, which is a type of design where the researcher does not alter the exposure status but measures the outcome and the exposure(s) in the population under observation. This design was successfully used in related studies of Akunne et al (2018), Nwonwu et al (2018), and Umoke et al (2020).…”