Levels of outpatient satisfaction at selected health facilities in six regions of Ethiopia

Abstract Background: Satisfaction is one of the meaningful indicators of patient experience of health care services. Asking patients what they think about the care and treatment they have received is an important step towards improving the quality of care, and to ensuring that local health services are meeting patients’ needs. Various studies have reported that satisfied patients are more likely to utilize health services, comply with medical treatment, and continue with the health care provider. Objective: to assess and estimate the perceived levels of satisfaction with health services rendered at government health facilities in selected regions of Ethiopia. Methods: A cross-sectional study that involved an exit interview was conducted in purposively selected government health centers and general hospitals in six regions of Ethiopia. Data were collected using structured questionnaire between June and September 2004. Variables used in the study were grouped and summarized into three components, namely providers' characteristics, services characteristics and cleanliness of the health facilities. Each variable was scored on a 5 point Likert-like scale, ranging from 1 (very dissatisfied) to 5 (very satisfied). The mean score 2.5 is considered as a cut-off point and scores equal and above 2.5 are taken as an indicator of users' perceived satisfaction. Both bivariate and multivariate methods of data analyses were used as deemed necessary. Results: All the three components of investigated variables have reliability coefficients ranging from 0.57 to 0.82. Results of bivariate analyses depicted that the percentage for high mean score satisfaction with health providers' characteristics ranged from 77.25% to 93.23%; with service characteristics 68.64% to 86.48%; and satisfaction with cleanliness ranged from 76.50% to 90.57%. Results of multivariate analysis showed that relatively more explanatory variables were found to be significant in influencing cleanliness (cleanliness of waiting place, examination room and medical equipment). Most of the explanatory variables in service characteristics were not statistically significant as compared to other components. Conclusion: The investigators believe that improved service delivery in health facilities could be achieved by the proper and sustainable implementation of the newly initiated civil service reform program in civil service institutions in the country. Furthermore, periodic assessment of health services and further study, especially from the user's satisfaction perspective is recommended as a fundamental initiative in the improvement of the performance of health facilities. Ethiop.J.Health Dev. 2008;22(1):42-48