Factors that Affect the Quality of Healthcare Services in Ethiopia

Service-quality dimensions are controversial and they continue to debate about the factors (also called determinants) and indicators (also called criteria). Service quality still constitutes an undecided critical issue. This gives rise to challenges as far as the improvement of healthcare service-quality is concerned, and there Ethiopia is no exception. The main objective of this study is to identify the factors that affect the quality of healthcare services in Ethiopia. This study used a qualitative research design. The study was initially investigated through a comprehensive review of the extant literature regarding factors and indicators of healthcare service quality. Then focus-group discussions and panel of experts were conducted for confirming the indicators identified and also exploring additional indicators as per the Ethiopian context. Lastly, indicators were grouped in to factors. Three hospitals administered by the Federal Ministry of Health, Ethiopia, namely, St. Paul‟s, Tikur Anbessa and ALERT hospitals. Managers, healthcare providers, patients and support staff were participated in the study. This study came up with 60 indicators, 36 indicators were generated from the literature review, and the rest were added by the focus groups and the panel of experts. The panel of experts grouped these indicators into 6 factors, namely tangibles, technical quality, personal care, assurance, medical-administration procedures, and reliability. The factors and indicators of factors identified in this study were the unique characteristics of the healthcare services in Ethiopia. It could also be a basis for every country and even a basis for every organization in the developing world.