Patients’ Assessed Quality of Healthcare and Satisfaction with Health Services in Selected Facilities in Cross River State, Nigeria
Abstract:
In recent years, patients have become more knowledgeable about their
healthcare options and are increasingly advocating for improved quality of care
and treatment. The extent to which their expectations are met during clinical
encounters significantly influences their cooperation with healthcare
providers. This, in turn, results in fewer complaints, improved patient
retention, increased patronage, and a greater likelihood of referrals. A descriptive cross-sectional study design was employed, and
a multistage sampling technique was used to recruit 416 patients admitted
across selected primary, secondary, and private healthcare facilities in Cross
River State, Nigeria. Data were analysed with SPSS Version 23, employing both
descriptive and inferential statistical techniques, with chi-square tests used
to examine the study hypotheses. Findings revealed
that while 300(72.1%) perceived the overall quality of healthcare delivery to
be poor. Additionally, 225(54.1%) assessed the level of patient engagement and
communication during healthcare provision as low. In contrast, a large majority
387(93%) expressed high levels of satisfaction with the quality of care
received. Perceived quality of care was
significantly associated with sociodemographic factors such as sex (p = 0.012),
marital status (p = 0.024), religion (p = 0.035), tertiary education (p =
0.008), income level (p = 0.002), and type of healthcare services received (p =
0.001). Targeted Interventions to improve healthcare delivery, patient
engagement, and communication are recommended to enhance overall service
quality.
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