Factors Determining Satisfaction with Service Delivery at Family Medicine Clinics of a Tertiary Hospital in North Central Nigeria.

Main Article Content

Tensaba Andes Akafa
Kingsley Iyoko Iseko

Keywords

Patient’s satisfaction, service delivery, patient-provider, Family Medicine.

Abstract

Background: Patients’ satisfaction with service delivered at the healthcare facility is a critical index of quality of care in the health industry. Hence, it is paramount to ascertain patients’ satisfaction to improve service delivery.


Methodology: The study was a cross-sectional design conducted among 104 patients aged 18 to 65 years who were on follow-up for chronic diseases at the Family Medicine Clinics. Data was collected from the participants via interviewer administered questionnaire. Statistical significance was determined using paired samples t-test, Chi-square, and logistic regression was set at a p-value of ≤ 0.05.


Results: The study used 104 patients with chronic diseases. The mean age of the study population (N = 104) was 51.83± 9.37years. The ages ranged from 21-69 years.65 (62.5%) were females; male to female ratio was 1:1.7. The majority of them had formal education 59 (56.7%). There were no statistically significant differences in the socio-demographic characteristics. Waiting time was found to be the most significant predictor of patient satisfaction in this study (P=0.003; O. R=3.17, CI=1.03-1.15). The overall satisfaction score with service delivery in the study area was 71.4%.


Conclusion: Patients recorded a high level of satisfaction with service delivery 71.4% for the care received at the study site, particularly during their experiences with the physicians, pharmacists, lab scientists, nurses, and record officers, and the neatness of the clinics environment. The results indicate that good communication has a positive effect on patients’ level of satisfaction. Henceforth, service providers should employ patient-centered communication in order to improve quality of care.

Abstract 80 | PDF Downloads 99 EPUB Downloads 45 HTML Downloads 15

References

1. Okokon IB, Ogbonna UK. The Consultation in Primary Care: Physician attributes that influence patients’ satisfaction in Calabar, Nigeria. J Gen Pract 2013; 2:135.

2. Udonwa NE, Ogbonna UK. Patient-related factors influencing satisfaction in the patient-doctor encounters at the General Outpatient Clinic of the University of Calabar Teaching Hospital, Calabar, Nigeria. Int J Fam Med 2012; 517027:1-7.

3. Osiya DA, Ogaji DS, Onotai L. Patients’ satisfaction with healthcare: comparing general practice services in a tertiary and primary healthcare setting. TNHJ 2017;17(1): 1-14

4. Matsubara C, Green J, Astorga TL, Daya LE, Jervoso HC, Gonzaga ME et al. Reliability tests and validation tests of the client satisfaction questionnaire (CSQ-8) as an index of satisfaction with childbirth-related care among Filipino women. BMC Pregnancy Childbirth 2013;13:235.

5. Ilioudi S, Lazakidou A, Tsironi M. Importance of patient satisfaction measurement and electronic surveys: methodology and potential benefits. IJHRI 2013; 1 (1):67-87.

6. Iliyasu Z, Abubakar IS, Abubakar S, Lawan UM, Gajida AU. Patients’ satisfaction with services obtained from Aminu Kano Teaching Hospital, Kano, Northern Nigeria. Niger J Clin Pract 2010; 13:3718.

7. Iloh G, Ofoedu JN, Njoku PU, Odu FU, Ifedigbo CV, Iwuamanam KD. Evaluation of patients' satisfaction with the quality of care provided at the National Health Insurance Scheme clinic of a tertiary hospital in South-Eastern Nigeria. Niger J Clin Pract 2012; 15(4):
469-74.

8. Naidu A. healthcare Factors affecting patient satisfaction and quality. Int J Health Care Qual Assur. 2009; 22 (4):366-81.

9. Onwujekwe A, Etiaba EI, Oche AM. Patient satisfaction with health care services: a case study of the Federal Medical Centre, Makurdi, North central Nigeria. Intern J Med Hlth Dev 2015; 18 (1): 8-17.

10. Deter HC. Psychosocial interventions for patients with chronic disease. BioPsychoSocial Medicine 2012; 6:2.

11. Aikins AG, Unwin N, Agyemang C, Allotey P, Campbell C, Arhinful D. Tackling Africa’s chronic disease burden: from the local to the global. Globalization and Health 2010; 6:5.

12. Aikins AG, Boynton P, Atanga LL. Developing effective chronic disease interventions in Africa: insights from Ghana and Cameroon. Globalization and Health 2010; 6:6.

13. Department of Family Medicine, FMC Keffi. Annual Report.2015;3-10

14. Ughasoro MD, Okanya OC, Uzochukwu B, Onwujekwe OE. An exploratory study of patient’s perceptions of responsiveness of tertiary health-care services in Southeast Nigeria: A hospital-based cross-sectional study. Niger J Clin Pract 2017; 20: 267-73.

15. Iloh G, Ofoedu JN, Njoku PU, Okafor G, Amadi AN, Godswill-Uko EU. Satisfaction with quality of care received by patients without National Health Insurance attending a primary care clinic in a resource-poor environment of a tertiary hospital in Eastern Nigeria in the era of scaling up the Nigerian Formal Sector Health Insurance Scheme. Ann Med Health Sci Res 2013; 3: 31-37.

16. Alhashem AM, Habib A, Rafiqul IC. "Factors influencing patient satisfaction in primary healthcare clinics in Kuwait". IJHCQA. 2011; 24 (3):249-262.

17. Ogunfowokan O, Mora M. Time, expectation and satisfaction: patients’ experience at National Hospital Abuja, Nigeria. Afr J Prm Health Care Fam Med. 2012;4(1):398-406

18. Birhanu Z. Assefa T, Woldie M, Morankar S. Determinants of satisfaction with health care provider interactions at health centres in central Ethiopia: a cross-sectional study. BMC Health Serv Res.2010; 10 (1):1–2.

19. Umar I, Oche MO, Umar AS. Patient waiting time in a tertiary health institution in Northern Nigeria. J Public Health Epidemiol. 2011;3(2):78–82.

20. Kirsten D, Oyrind AB, Andrew G, Oddvr F, Hilde HI, Steiner H. The association between demographic factors, user reported experiences, and user satisfaction: results from three casualty clinics in Norway. BMC Fam Pract 2010; 11 (73):1-8

21. Kabatooro A, Ndoboli F, Namatovu J. Patient satisfaction with medical consultations among adults attending Mulago hospital assessment center. S Afr Fam Pract 2016; 58(3): 87-93

22. Ha JF, Longnecker N. Doctor-patient communication: a review. Ochsner J 2010; 10: 38–43.

23. Adewole DA, Reid S, Oni T, Adebowale AS. Factors Influencing Satisfaction with Service Delivery Among National Health Insurance Scheme Enrollees in Ibadan, Southwest Nigeria. J Patient Exp. 2022; 9:23743735221074186.

24. Akunne, M.O., Okonta, M.J., Ukwe, C.V. et al. Satisfaction of Nigerian patients with health services: a protocol for a systematic review. Syst Rev 2019, 8; 256.

25. Allafi AH, Alqhatani JS, Alruwayshid MS, Alshuniefi AS, Alarik EF, Alreshidi F, et al. Patient satisfaction with services at the Family Medicine Employee Clinic in a tertiary hospital in Riyadh. J Family Med Prim Care 2021; 10:1754-8

26. Kang L, Zhang T, Xian B, Li C, Khan MM. Public satisfaction with health system after healthcare reform in China. Health Res Policy Syst. 2023;21(1):128.

27. Manzoor F, Wei L, Hussain A, Asif M, Shah SIA. Patient Satisfaction with Health Care Services; An Application of Physician's Behavior as a Moderator. Int J Environ Res Public Health. 2019;16(18):3318.

28. Manzoor F, Wei L, Hussain A, Asif M, Shah SIA. Patient Satisfaction with Health Care Services; An Application of Physician's Behavior as a Moderator. Int J Environ Res Public Health. 2019 Sep 9;16(18):3318. doi: 10.3390/ijerph16183318.

29. Hussain A, Asif M, Jameel A, Hwang J, Sahito N, Kanwel S. Promoting OPD Patient Satisfaction through Different Healthcare Determinants: A Study of Public Sector Hospitals. Int J Environ Res Public Health. 2019 Oct 2;16(19):3719.