Abstract:
ABSTRACT
Background: Patient satisfaction is one of the established yardsticks to measure success
of the services being provided in the healthcare services. Since health care system is
changing globally and it is a competitive world, studying what satisfies patient repeatedly is
important for providers to fill their gap. In addition, there are limited comparative studies
among private wing and regular services in Ethiopia to evaluate the effectiveness and
progress of private wing scale up.
Objective: To assess patients’ satisfaction and associated factors among private wing
and regular services of adult outpatient departments in Addis Ababa public hospitals, Addis
Ababa, Ethiopia, 2018.
Method: Institution based comparative cross-sectional study was conducted from March to
April, 2108. A total of 955 patients above the age of 18 years enrolled both in the private
wing and regular outpatient departments during the study period were interviewed by using
interviewer administered structured questionnaire. The study participants were selected by
using systematic sampling. The data was analyzed by logistic regression using 95%
confidence level and P-value less than 0.05 and multi variable analysis models were used
to identify the associated factors.
Result: The overall patients’ satisfaction was 89.3% at 95 % CI (87.2 -91.2). At regular and
private wing outpatient departments it was 88.3 % at 95 % CI (85.4 - 91.2) and 90.4 % at 95
% CI (87.6 - 93), respectively. The overall patients’ satisfaction was affected by sex (AOR:
2.03, 95% CI (1.06,3.88)), waiting time (AOR:0.36,95% CI (0.15,0.87)), information on the
prevention of recurrent illness (AOR:2.38,95% CI (1.09,5.23)), information gained on drug
use and side effects (AOR:0.43,95% CI (0.20,0.90)). At regular services it was affected by
sex (AOR:7.78,95% CI (2.89,20.93)), waiting time (AOR:0.22,95% CI (0.07,0.73)),
information on the prevention of recurrent illness (AOR:14.16,95% CI (4.58,43.83)) and
information gained on drug use and side effects (AOR:0.22,95% CI (0.08,0.63)). At private
wing it was affected by age (AOR: 2.04, 95%CI (2.03, 148.15), educational status (AOR:
4.69, 95%CI (1.04, 21.26)), availability of drugs (AOR: 0.14, 95% CI (0.04, 0.58)) and
accessibility of latrine (AOR: 6.56, 95% CI (1.16, 37.11).
Conclusion and recommendation: The percentage of patients’ satisfaction with
healthcare services delivered at regular and private wing adult outpatient department of the
hospital was not statistically different. Therefore, it is better if the government should
investigate on the implementation of private wing outpatient department services.
Key words: Patients’ satisfaction, private wing, regular services, OPD, Addis Ababa
