Assessment of Perceived Service Quality, Patient Satisfaction, and Adherence to Medication in St. Amanuel Mental Health Specialized Hospital

Abstract

The purpose of this study was to assess perceived service quality, patient satisfaction, and medication adherence at St. Amanuel mental specialized hospital. Quantitative research approaches with a cross-sectional design were employed among outpatients attending follow-ups at St. Amanuel mental specialized hospital. There were a total of 393 participants selected by a systematic random sampling technique. Data were collected through a self-administered questionnaire including a medication adherence report scale, SERVQUAL statement questionnaire, and Charleston psychiatric satisfaction scale for outpatients. One sample t-test revealed that there was a significant difference between currently admitted outpatients in their level of satisfaction and previously admitted outpatients. Currently admitted outpatients during the study period were reported to have a lower level of satisfaction compared to previously admitted outpatients. The result showed that assurance, responsiveness, and empathy were the domains that predicted medication adherence, and assurance was the most predictor variable. The study also found that there was a significant relationship between patient satisfaction and medication adherence. The findings of the study further indicate that there was no significant difference in participants’ sex and educational level in medication adherence. This study concluded that both patient satisfaction and service quality need to be improved. Since the Assurance, Responsiveness, and Empathy dimensions are key factors in patient adherence, paying close attention to these dimensions may help patients stay on their drug regimens.