PATIENTS’ SATISFACTION AND ASSOCIATED FACTORS OF HEALTH CARE SERVICE AMONG HOSPITALIZED ADULT PATIENTS AT UNIVERSITY OF GONDAR COMPREHENSIVE SPECIALIZED HOSPITAL; NORTHWEST ETHIOPIA, 2017

Abstract

Introduction: patient satisfaction is a valuable indicator of health care service quality and effectiveness, and it has also an impact on patient recovery. Hospital based reports showed that $120 million annual salaries can recover patient satisfaction and realize an estimated $2.2 million to $5.4 million additional salary every year by maintain patient satisfaction. However there is scarce information regarding about the current patient satisfaction status in the hospitals. Therefore, the main objective of this study was: to assess patient satisfaction and associated factor of health care service among hospitalized adult patients’ at University of Gondar Comprehensive Specialized Hospital, North west Ethiopia, 2017. Methods: Institutional based cross- sectional study design was employed from June to July 2017 among 399 study participants. Systematic random sampling technique was employed to recruit participants. Pretested, structured and interviewer administered questionnaire was used to collect data. Data was entered using EPI info version 7 and cleaned then exported to SPSS version 22 software packages. Data was analyzed using bivariate and multiple logistic regression with 95% confidence intervals and P-value <0.05 was considered statistically significant with the outcome variable. Result: The overall patients’ satisfaction of health care service among hospitalized adult patients’ at University of Gondar Comprehensive Specialized hospital was 56 %. Multivariable logistic regression showed that medication availability [AOR= 2.519 (95% CI: 1.502-4.226)],ward environment [AOR=2.800(95%CI: 1.315-5.960)], Counseling service at discharge time [AOR=3.284(95%CI: 1.388-7.768)],explanation about their illness by physician [AOR= 2.665(95% CI:1.516-4.687)] & Cleanliness of the ward [AOR= 2.533(95% CI: 1.409-4.554)] were found to be independently associated with the outcome variable. Conclusion: Patient satisfaction with health care service was found to be low in this study. Drug availability, ward environment, counseling service at discharge time, cleanliness of the ward and explanation about their illness by physician were found to be independently associated with the outcome. Therefore, the Hospital management should understand these service areas and plan for a better service delivery. Keywords: Ethiopia, Health care service, Patient Satisfaction, Hospitalized Patient.