IMPROVINGPATIENT SATISFACTION AMONG OUTPATIENT DEPARTMENT AT DANGILA HOSPITAL, AWI ZONE, NORTH WEAST ETHIOPIA, 2016.

Abstract

Background: There are various problems faced by the patients in the outpatient department like overcrowding, delay in consultation, lack of proper guidance etc. that leads to patient dissatisfactions. Now adays the patients are looking for hassle free and quick services in this fast growing world. This is only possible with optimum utility of resources through multitasking in a single window system in the OPD for better services. Patient satisfaction affects clinical outcomes, patient retention and medical malpractice claims .It affects the timely, efficient and patient centered delivery of quality health care. Thus patient satisfaction is proxy but very effective indicators to measure the success of health outcome and plays a key role in improving the health service quality. Objective:-To improve the level of patient satisfaction from 48.1% to 90% in outpatient department in Dangila primary hospital at the end of December, 2016 G.C Methods: - A pre-post intervention study was conducted from April to December, 2016. A quantitative method was used in collecting data for this study. A total of 608 respondents were selected by a systematic random sampling for the study. Structured questionnaire have been used to collect the data in the hospital. EPI DATA version 3.1 for data entry and SPSS version 20 for data analysis were used. Result: The Study revealed that satisfaction with the courtesy and respect of doctors and satisfaction with the measures taken to assure confidentiality about their problem were the associated factors for patient satisfaction. The overall level of patient satisfaction were 146(48.1%) and 285(93.8%) in pre and intervention study, respectively. CONCLUSION The findings of this capstone project suggest a number of implications. A simple set of intervention can significantly improve the accessibility of better health care as well as bringing client satisfaction. Generally this study revealed that the level of out patient satisfaction was low but it has significantly increased after intervention.