Abstract:

Background: One of the most important objectives of any health system is patient satisfaction, yet there is considerable difficulty in the measurement of satisfaction and gauge the responsiveness of healthcare systems. This study assessed the level of satisfaction of patients who utilize the outpatient department and inpatient services of tertiary hospitals in Ghana and also identified the factors that influence patient satisfaction.

Method: The study employed quantitative research approach with a cross-sectional study design. A two-stage sampling process based on stratified sampling and convenient sampling was employed. A structured questionnaire was administered to 1000 patients from the outpatient and inpatient departments of Greater Accra Regional Hospital to elicit their satisfaction level with both core-clinical and non-core/system services. The data was analyzed with SPSS version 22.0. Some of the analysis strategies were descriptive statistical tests of comparing means of the various predictors of overall patient satisfaction. Multivariable linear regression analysis was performed to find the factors or determinants that influence patient satisfaction.

Results: The satisfaction derived from treatment outcome (β = 0.298, p< 0.001) and involvement of patients in treatment decision (β = 0.173, p< 0.001) were the strongest determinants of patient satisfaction at the OPD care service. Patient satisfaction with technical service (β = 0.232, p< 0.001), service format (β = 0.293, p< 0.001) and nursing care (β = -0.187, p< 0.001) were the key areas that associated with patient overall satisfaction at the OPD. Patient satisfaction with doctor services (β = 0.20, p< 0.001), privacy during treatment (β = 0.14, p< 0.001) and complaint handling (β = 0.12, p< 0.001) during admission at the ward were the strongest determinants of patient satisfaction at the inpatient setting. The number of nurses on duty, doctors’ time spent with patients, communication and behaviors of healthcare staff as well as quality of healthcare support provided by paramedical staff were some of the elements of healthcare that patients place a lot of value on.

Conclusion: Majority of the patients in both OPD and inpatients were satisfied with the set of core-clinical service and thus perceived that core clinical service contributed most to their satisfaction as against non-core/system service. Patients' satisfaction can be increased by focusing on improving treatment effectiveness, communication and behavior, doctors spending enough time with patients, reduced waiting time, organized care at OPD, making technical staff available and effectiveness in handling patient complaints.

Keywords: Satisfaction, Determinants, Inpatient, Outpatient, Core clinical, Non-core/system service.

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