Determinants Of Patient Satisfaction With The Care Provided In A Selected District Hospital

Abstract

Introduction: Quality patient care is the provision of care that is aimed at achieving expected clinical outcomes with the resources available and delivering nursing care that satisfies the expressed needs of the patient (Mosadeghrad, 2014:77). The National Department of Health (NDoH) formulated different documents (policies, procedures, protocols, and organisational standards) relating to quality and improvement of patient care. Despite all efforts by the NDoH, DPSA, and SANC, there have been gaps and challenges in the provision of patient care. The attitude of nurses towards the patient remains a significant challenge and nurses still fail to comply with one of the ministerial priorities that focuses on values and attitudes of staff (Whittaker, Shaw, Spieker & Linegar, 2011:63). Köberich, Feuchtinge and Farin (2016:1) reported that self-rated health, the length of stay, educational level, and shared decision-making process, influenced how patients perceive the care provided. Aim and objectives: The aim of this study was to Determine patient satisfaction level with the care provided in a selected district hospital” and then to address that to improve care. The objectives of the study are to identify those determinants of patient satisfaction with the care provided at the selected district hospital. And establish the association between the determinants of patient satisfaction with the care provided and different patients’ demographics to improve practice. Research method: This study used a quantitative design to establish the determinants of patients’ satisfaction with care provided at the selected district hospital in Limpopo Province. A questionnaire was used to elicit information from the target population who were in- and outpatients care is provided. However, data was collected from those that gave consent to respond to the questionnaire at the selected hospital. The total sample size was 320 patients (80 admitted and 240 outpatients). A multi-stage sampling method was used, wherein the first stage was to stratify the patients into two groups: in-patients, and outpatients. The two groups of respondents were given questionnaires for the purpose of data collection. Findings: The study revealed a number of areas that patients felt should be addressed to improve the services, especially around waiting times, it was identified that 76% of inpatient were dissatisfied with waiting time with only 16% concur that is not long. The study revealed that there was a significant relationship with longer waiting time associated with disagreements and patient dissatisfaction Hospital infrastructure, cleanliness, More than two thirds (70%) of the in-patient respondents and 60% of the outpatients positively rated the environment in the hospital as clean. See Table 4-10. The study revealed that there was a significant relationship with longer waiting time associated with disagreements and patient dissatisfaction Communication was at 49% and 56% disagrees. Furthermore, other areas for improvement included: control of queues, giving priority to elderly and very ill patients, friendly staff, especially at the outpatients department, including the paediatric ward. Conclusion: The findings identified that service delivery, infrastructure and shortage of staff, were determinants of patient dissatisfaction with care provided at that selected hospital. Furthermore, particular attention ought to be given to address those areas in order to promote satisfaction of the patient with the services provided. Several areas for improving care have been noted recommendation to different stakeholders have been made.