Healthcare Delivery and Customer Satisfaction in Ghana: a Case Study of the Koforidua Regional Hospital

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Quality Health care delivery is a crucial indicator in measuring the developmental challenges of every country. Patients who visit various health care services have different experiences to share regarding quality of the services they receive. The outpatient’s satisfaction assessment study provides the data on their experiences interacting with health professionals at the Koforidua Regional Hospital during treatment. The result of the study provides valuable information for improved health care delivery. The main objective of the study was to explore the level of satisfaction of outpatients with the services of physicians, nurses, and pharmacists and to provide information on outpatient’s expectation of their services. Two hundred and twenty one (221) respondents were used for the study. Analysis of results showed mixed responses. In terms of Physician and Nurses human relations, the respondents rated Physicians far higher than Nurses. Responses from respondents about service provision and the environmental conditions of the hospital were varied. Results revealed that information given by Pharmacists on the issuance of drugs does not include side effects of drugs. In addition, the immediate surroundings of the hospital were clean but areas that need improvement are the public toilet and urinals. Another area that needs urgent attention is the waiting time, which is unbearable. Many of the respondents were aware of their rights. However, the respondents did not know the avenues of seeking redress during violation. It was therefore recommended that the hospital administrators work hard to intensify customer right awareness campaigns, improve efficiency and reduce waiting time, guide patients on drug administration and its side effects, ensure clean operational environment to enhance health care delivery services in the Koforidua Regional Hospital. This means that health care providers should introduce and practice quality improvement measures at the hospital to improve services delivery. The participation of consumers in assessing these qualities issues is therefore very important.
A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology, Kumasi in partial fulfillment of the requirements for the degree of Commonwealth Executive Masters of Business Administration, June-2012