ADULT PATIENT ECPERICNCE AND SATSFACTION IN OUT PATIENT SERVICES OF ST.GABRIEL GNERAL HOSPITAL ADDIS ABABA ETHIOPIA

Abstract

Patient satisfaction is as important as other clinical health measures and is a primary means of measuring the effectiveness of health care delivery. This research was conducted to evaluate patient’s experience and satisfaction level towards claims service of outpatient department at St. Gabriel General Hospital. The study mainly used a cross sectional descriptive research design. By using a pre structured self-administered questionnaire,a standardservice quality measures:communication, courtesy, availability, environment, accessibility and affordability was assessed. A total of 280 questionnaires were administered to clients of St. Gabriel who have claimed during the study period and 261 questionnaires were returned and usable for a comprehensive empirical analysis. After data collection, the collected data was analyzed using Microsoft Excel software package and Stata version 10 computer program. A descriptive statistics has been used to investigate the research objectives and questions. From the analysis it was found that nurse’s communication and physician communication both with the mean score of (3.3) are the highest determinant factors of patient satisfaction. Regarding the overall satisfaction level measurement, 80% of the respondents are satisfied with the service provided at St. Gabriel General Hospital. The research proves that affordability, accessibility and availability service dimensions lags behind patient’s expectation and St. Gabriel is not doing well in meeting patient’s expectation on these service satisfaction measures. Based on the findings of the study, recommendations have been forwarded to improve the service quality of the hospital which in return enhances the level of patient satisfaction