ASSESSMENT OF PATIENT SATISFACTION AND ASSOCIATED FACTORS AMONG ADULT OUTPATIENT DEPARTMENT AT WOLISO GENERAL HOSPITAL, SOUTH WEST SHOA, ETHIOPIA, 2023

Abstract

BACKGROUND: Satisfaction can be defined as the extent of an individual’s experience compared with his or her expectations. Patient satisfaction is defined as the individual’s positive evaluation of distinct dimensions of health care and is an important element in the evaluation of service rendered by a hospital. This study sought to investigate level of satisfaction expressed by participants regarding services provided outpatient departments of selected health facilities in the south west shoa zone of Ethiopia and associated predictors. OBJECTIVE: The main objective of the study is to assess the magnitude of p atient satisfaction and associated factors among adult patients who attend Outpatient Department at Woliso General Hospital, Southwest Shoa Zone, and Oromia METHOD: An institutional cross-sectional study was conducted to assess patient satisfaction towards the outpatient service from April 2023- May 2023 G.C, at OPD of Woliso General Hospital (WGH). Systematic random sampling technique was used to select the total sample size of 376. Patients fulfilling the inclusion criteria were interviewed by using a five scale Likert scale. The data was analyzed using SPSS version 25.0. The result of the study was presented using table, frequency, and percentage. Variables having p < 0.25 at bi-variable analysis were fitted to multivariable analysis. OR P-value and 95% CI were computed to show the association of variables (p < 0.05). RESULT: A total of 362 respondents were enrolled, with a response rate of 96% and magnitude of satisfaction was 47%. The predictors associated with patient satisfaction were physical environment (AOR= 1.773; 95% CI 1.080-2.911), medication provision (AOR=2.927; 95% CI 1.652-9.930) and availability of prescribed drug (AOR = 4.035; 95% CI 1.640-9.930) were significantly associated with satisfaction. CONCLUSION: The overall satisfaction of outpatient health care services provided at Woliso General Hospital was low. Hospital managements and service providers should give attention to viii improve physical environment, medical provision and drug availability to improve the level of patient satisfaction. RECOMMENDATION: Health care providers should modify their provision of services in order to make their patients more satisfied and focused on the predictors.