Client Satisfaction with Out Patient Department Care

7/30/2019 Client Satisfaction with Out Patient Department Care.

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TOPIC

ASSESSMENT OF CLIENT SATISFACTION WITH OUT PATIENT CARE, A

STUDY AT ST. MICHAELS HOSPITAL, PRAMSO

GROUP MEMBERS

ASANTE ERNEST 8034605

OBENG ERIC 8038505

OPPONG DUAH KWAKU 8038805


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BACKGROUND TO THE STUDY

The Out-Patient Department (OPD) is the very prime point of contact

of a client to any health facility.

Patients judge the standard of the health facility by the care theyreceive at the OPD (Ackon, 2001).

In the world over, all institutions; being health, agriculture, banking or

educational, has the fore aim of providing good-quality services to

their customers due to the competition in our changing technological

world.


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Health professionals measure quality of care on factors such as;Speedy recovery of patients

Low mortality rate

Low re-attendance rate

Minimal complications of treatment (e.g. wound infections) and better

health indices

Clients on the other hand perceive quality in terms of satisfaction

which is based on considerations such as;

Respecting patients and their rights

Good staff attitude

Safety of health care procedures

Affordable fees


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Satisfaction implies the achievement of a basic minimum

expectation of the health care recipient.

Client satisfaction is a critical component of quality service because

it provides information on the providers success at meeting those

client expectations

Evaluation of the quality of care or patient satisfaction at the OPD

is now becoming of more interest to health care providers and

administrators in Ghana as competition keeps on increasing in the

health care market.


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PROBLEM STATEMENT

There is a lot of expressed client dissatisfaction at the OPD inrecent times.

Traditionally, assessments have ignored the reports of patientsin preference to technical and physiological reports ofoutcome.

Client satisfaction studies from other countries identified

causes of dissatisfaction as technical competence, bureaucracy,outcome of care and availability of drugs (Maime, 1992).

In Ghana, most clients complain about the care they receivefrom the various health facilities.

According to the Administrator of St. Michaels Hospital, thereis a reduction in the attendance to the OPD of late.

This necessitated the evaluation of client satisfaction at theOPD.


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OBJECTIVES

General objective

This study aims to assess clients satisfaction with OPD care at St.Michaels Hospital.

Specific objectives

To determine clients expectations of care at the St. Michaels

Hospital.

To assess factors that lead to satisfaction with care.

To assess factors that influence dissatisfaction with care.

To make recommendations to policy makers to improve

satisfaction.


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METHODOLOGY

Study Area

This study was conducted at the St. Michaels Hospital, Pramso in the Bosomtwe-Atwima

Kwawoma District of the Ashanti Region of Ghana.

Study Population

The study population consisted of male and female OPD attendants. The ages of the

target population ranged from 18-65 years.

Study design

A descriptive study was used to assess clients satisfaction with out-patient care. By simple

random sampling, 100 respondents were interviewed on their exit from the hospital.

Data collection tool/technique

A questionnaire was used as a tool or instrument for data collection. It was read out and

explained to those who cannot read and write.


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FINDINGS AND ANALYSIS

Results on clients expectation of care

1

89

82

0

20

40

6080

100

The staffs are

harsh towards

patients

The staffs are

polite and

approachable

The staffs are

slow in

performing their

duties

Others (Some are

hardworking)

Expectations on staff conduct

Percent


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14%

26%

29%

31%

Expected waiting time

Less than an hour 1-2 hours

As soon as possible As long as it takes me


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comfortable

seat and

television to

watch

Patients

would be seen

on first come

first serve

basis

The OPD

would be

overcrowded

Others (Less

noise, news

papers)

35

55

91

Expectation on waiting


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82

124 2

All my drugs

would be

obtained from

the hospital

pharmacy

Some of my

drugs would be

obtained from

the hospital

pharmacy

I only needed

the prescription

to buy the drugs

outside

None of the

drugs would be

obtained at the

hospital

pharmacy

Expectation on drugs

Percent


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36%

11%13%

40%

Consulting room expectations

The clinician would explain my condition and treatment to me

The clinician should just prescribe the drugs for meI would have privacy and confidentiality during consultation

The clinician will do a thorough physical examination


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72

8

11

9

The hospital environment

would be neat and tidy

The toilet and urinary

facilities will be hygienic

Affordability of health care

Beautiful flowers and lawnsin the premises

Expectations on the hospital


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RESULTS ON SATISFACTION WITH CARE

38%

33%

7%

22%

Consultation satisfaction

How the clinician explained my condition to myunderstanding

The way the clinician examined me physically

The clinician telling me the date of review

The privacy I obtained at the consulting room


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5

30

39

26

Their number is encouraging

They work fast enough

They are polite and showconcern toward patients

They see patients on first come

first serve basis

Staff attitude

Percent


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41%

48%

9% 2%

Satisfaction level

Very satisfied Satisfied Not satisfied Not sure7%

13%

20%

27%

33%

Grade of Satisfaction level

1 2 3 4 5

01020304050

The time I

spent waiting

beforereceiving

The neatness

of the hospital

environment

The availability

of prescribed

drugs at thepharmacy

The

affordability of

health care

Conditions ofsatisfaction


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RESULTS ON DISSATISFACTION WITH CARE

Dissatisfaction with waiting time

Twenty-four percent of patients waited for over 4 hours, 25% spent

between 3-4 hours, whilst 34% and 18% spent between 1-2 hours

and less than one hour respectively

Displeasure with the conduct of staff

Thirty-four percent said the number of staff is small, 21% could not

specify what they didnt like about the staff, 19% said the staff do

not work on first come first serve basis, 17% said that the staff work

slowly and 9% said that the staffs are harsh and unconcerned.


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5

44

105

36

The clinician

did not explain

the condition

to me

The clinician

did not

conduct any

physical

examination

There was no

privacy during

consultation

It took more

than 15

minutes

Others

Consultation dissatisfaction


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CONDITIONS OF DISPLEASURE IN THE HOSPITAL

70% did not obtain all their prescribed drugs at the hospital

pharmacy, 17% complained of expensive healthcare, 7% said thehospital environment was not hygienic, and for 4%, the OPD was

overcrowded.

34%

33%

21%

12%

0%

Grade of Dissatisfaction level

1 2 3 4 5


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89%

36%40%

69%

82%

72%

11%

39% 38%

33%

13%

25%19%

43%

9%5%

44%48%

70%

7%

17%

Comparison of indicators

Expectation Satisfaction with care Dissatisfaction with care


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DISCUSSION OF FINDINGS

The findings on the various indicators in terms of client

expectations, satisfaction and dissatisfaction are as follows:

Staff Attitude

Eighty-nine percent expected good staff attitude,

39% were satisfied with the staff attitude because staff were polite,

worked fast and saw patients on first-come-first-serve basis.

9% were dissatisfied due to the reasons outlined: staff were harsh,

worked slowly and did not see patients on first-come-first-serve

basis.


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Waiting Time

Sixty-nine percent expected not to wait too long,

13% were satisfied because they were seen on first come firstserve basis, had comfortable seat and the staff worked fast

48% were dissatisfied due to the following: no first come first

serve, low staff strength, staff working slowly and delay at

medical records and pharmacy

Drug Availability

Eighty-two percent expected to get all drugs

25% were satisfied because they obtained all their drugs

70% were dissatisfied due to the fact that they had to buy

some drugs outside


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Explanation Of Condition

36% expected explanation of condition

38% were satisfied because explanation of their conditions was

done

5% were dissatisfied because their conditions were not explained

to them

Affordability Of Health Care

Eleven percent expected the hospital charges to be affordable

43% expressed satisfaction with the charges and

17% were dissatisfied due to the fact some charges were above

their expectation


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Physical Examination

Forty percent expected to be physically examined thoroughly

33% were satisfied because they were physically examined 44% were dissatisfied because physically examination was not

conducted

Hospital Environment

Seventy two percent expected the hospital environment to be very

neat and tidy

19% were satisfied with the neatness of the hospital environment

7% were dissatisfied


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Conclusion

From the survey at the St. Michaels Hospital, it is

observed that the overall satisfaction level is 89%

Factors: good staff attitude, health care

affordability, physical examinations, explanationof diagnosis,

The dissatisfaction level is 11%

Factors: Delays, not getting all medications athospital, no physical examination, no explanation

of diagnosis


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Recommendations

Establishment of quality assurance team bythe management of the hospital

Recruitment of additional staff to the medicalrecord and the pharmacy departments by thehospital management

Regular checks on stock of drugs by thepharmacist in-charge to avoid shortages

Documents

Client Satisfaction with Out Patient Department Care