QUALITY OF PERCEIVED HEALTH SERVICES AND ASSOCIATED FACTORS AT ADULT INPATIENT SERVICE IN PUBLIC HOSPITALS AT AWI ZONE; NORTHWEST ETHIOPIA 2022.

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.