Assessing patient satisfaction in health care delivery at the Komfo Anokye Teaching Hospital
Loading...
Date
2004-11-14
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
This patient satisfaction survey is a marketing research which seeks to bring to the fore base line concerns from the client perspective which in no doubt provides a basis for continuous improvement and guidance in achieving excellence in health care. The theoretical concept of client-care, quality of care and client satisfaction has been analyzed. A patient satisfaction index (criteria) modeled around the SERQUAL scale was used. This includes communication, waiting time, staff attitude, privacy, care and environmental cleanliness.
The survey involves both outpatient and inpatient of Komfo Anokye Teaching Hospital (KATH) which was compared with secondary data from Korle-Bu Teaching hospital. The results show that generally about 60% of out-patients were either very satisfied or satisfied with the service delivery in KATH. This has been attributed to unfair queuing system and inadequate doctors leading to prolonged delays and frustration of clients. Inpatients (70.26%) appeared more satisfied than their outpatient counterparts. The major areas of dissatisfaction include waiting time, environmental cleanliness, state of the wards staff attitude and poor response to emergency. For most of the determinants, Korle-Bu scored higher than KATH except drug availability (79.35% against 72.92%) and information flow on illness 79.15% versus 67.84%. Patient waiting times for both Polyclinics were prolonged with up to 40% of outpatients spending beyond 4 hours. The survey of the Directorate managers confirms the need for a standard or comprehensive client care document which is quality driven and client focused considering the multidisciplinary services available.
Description
A thesis submitted to the School of Graduate Studies in partial fulfilment of the requirements for the award of Master of Business Administration degree, 2004