Patients' satisfaction in outpatient medical services and associated factors in public health centers of Mettu rural woreda, Ilubabor Zone, Oromia Region, Southwest 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. Primary health care facilities are the first point of contact in health services organization. Therefore, without appropriate consumer satisfaction the utilization of those facilities severely limited particularly in rural areas. Objective:- to asses patient satisfaction and associated factors among medical outpatients in public health centers of Mettu Rural Woreda, Oromiya Region South West Ethiopia. Methods-Facility based cross sectional study using quantitative and qualitative method of data collection was conducted from September to October 2013 in Mettu Rural Woreda, Ilubabor Zone, Oromia region, Southwest Ethiopia . For quantitative data, 396 subjects were selected and allocated to each facility based on proportion of patients served last year on the same month. For qualitative part 52 participants were involved. Consecutive patients fulfilling the inclusion criteria were selected and interviewed after verbal consent was obtained from them. Data were collected using structured questionnaire and analyzed by SPSS for windows version 16.0.Statistical tests such as bivariate and multivariate logistic regression were employed to measure the association between Socio-demographic variables, different service characteristics and patient satisfaction. In bivariate analysis variables that are significant at p-value of 0.25 were selected as a candidate. And multivariate logistic regression at 95% confidence interval with p-value<0.05 were performed to adjust for confounding. Result:-A total of 390 subjects have participated which yield 98.5% response rate. The finding of this study revealed 57.2% of patients are satisfied with their visit. Accordingly, long time spent in the facility, lack of drugs and supplies and convenience were associated with patient satisfaction. Conclusion and Recommendation:-In this study low level of satisfaction was observed in studied health facility when compared to similar studies conducted in the country. Therefore, the concerned body Woreda and Zonal Health Offices and Zonal Administration and all the Health Center staffs should understand these weak service areas and plan for a better service delivery to improve customer satisfaction.