Abstract:
Abstract
Background: Quality in health care is defined as the degree of health services for
individuals and populations increase the desired health outcomes and services
ability to satisfy the needs and expectations of the customer. The quality of health
care in public hospitals is currently poor; However there are few studies conducted
quality but still the complain of customers were not adequately addressed.
Objective: To assess the perceived quality of adult inpatient health service and
associated factors in public hospitals at Awi Zone, North west Ethiopia.
Method: Facility based sequential Explanatory mixed method was employed, at Awi
Zone public hospitals; North-west Ethiopia from May 19/2022 to June 19/2022. For
quantitative study 402 participants were interviewed and data were analyzed by
SPSS version 25. For qualitative part key informants were selected purposively.
Perceived level of health service quality was determined by demarcation threshold
formula. For quantitative study binary logistic regression model was fitted. Adjusted
odds ratio (AOR) with 95% confidence interval (CI) was used to identify factors
associated-with quality of health service. Thematic analysis was done for qualitative
data obtained from key informants.
Result: The weighted average quality of health service was 69%. However 62.4%
(95% CI: 57.7-66.9) adult inpatients had got high health service quality. Urban
residency (AOR=1.71, 95% CI: 1.11-2.65), length of stay (AOR=1.78, 95% CI: 1.152.77),
available infrastructure (AOR=1.86, 95% CI: 1.10-3.15) and ward cleanliness
(AOR=2.03, 95% CI: 1.19-3.46) were factors associated with quality of health
service. Stock out from Ethiopian pharmaceutical supply agency, tight and
bureaucratic purchasing rule and regulation system, Covid-19, national conflict were
factors for drug shortage (quality).
Conclusion and recommendations: The perceived level of health service quality in
public hospital was low as compared to the national plan. Hospital management
bodies and program managers should give attention to availability of medical
equipments and drugs.
Key words: Service Quality, SERVQUAL, Awi Zone, inpatient service.
