PATIENTS’ SATISFACTION AND ASSOCIATED FACTORS AMONG PRIVATE WING AND REGULAR SERVICES OF OUTPATIENT DEPARTMENT IN ADDIS ABABA PUBLIC HOSPITALS, ADDIS ABABA, ETHIOPIA.

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