Patient satisfaction with health care delivery: A survey of wards & units in a public hospital in Bayelsa State.

Dennis O. Allagoa1*, Lucky O. Ighedose1, Yousuo E. Henry1, Thomas Arubinagha1, Munasuonyo Akhiwu1, Helen Dovieme1
1Federal Medical Centre, Yenagoa, Bayelsa State, Nigeria.
*Correspondence: Dr. Dennis O. Allagoa; +234 803 310 3626;

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Background: Patient satisfaction has become the buzz-word in measuring hospital performance; it is now at the core of service delivery, demanding attention.
Objective: To investigate the level of patients’ satisfaction with health care services in a public hospital in Bayelsa State and make recommendations where necessary.
Materials and Methods: The study was a descriptive survey. It adopted self-developed questionnaire to elicit responses from a sample of 60 patients drawn from five wards/units of the hospital – 20 from Obstetrics & Gynaecology Ward, 10 from Medical Outpatient Department, 10 from General Outpatient Department, 10 from Surgical Outpatient Department while the remaining 10 from Accident & Emergency Department. Data collected were subjected to descriptive statistical analysis using percentages.
Results: Majority of respondents (77%) reported general satisfaction on the care they received. On technical quality, 66% agreed that doctors exhibit professional skills and comportment while delivering services. On communication between nurses, doctors and patients, 65% reported satisfaction. On duration of time doctors spent attending to patients, 60% were satisfied. Thus, patients reported above-average satisfaction in the study. However, factors such as workshop and seminars for care providers on the importance of patients’ satisfaction, monitoring of staff behaviour and provision of hospital equipment, adequate power and water supply as well as essential drugs required due attention to boost level of satisfaction.
Conclusion: Patient satisfaction is key in improving the health condition of patients. It was found that patients were reasonably satisfied with the services. However, long waiting time, inadequate drugs and water supplies, poor toilet facilities and relative high cost of care were factors identified to have negatively impacted on patient satisfaction in the study.

Keywords: Patient satisfaction, healthcare service, professional skills.

Cite this article: Allagoa DO, Ighedose LO, Henry YE, Arubinagha T, Akhiwu M, Dovieme H. Patient satisfaction with health care delivery: A survey of wards & units in a public hospital in Bayelsa State. Yen Med J. 2020;2(1):5-11.


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