Caregivers’ and Patients’ Perception of Quality Emergency Health Care Services At Korle-Bu Teaching Hospital Accident Centre
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Date
2018-07
Authors
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Journal ISSN
Volume Title
Publisher
University of Ghana
Abstract
Background
Emergency and rescue services ensure public health and safety by addressing diverse emergencies. An increasing disproportion between acute injuries or illnesses and clinical facilities has led to an over whelming burden on the Ghanaian Emergency Healthcare System. Recent deaths in the media resulting from this overburdened and challenged healthcare system has shone light on the importance of building a heath care system that meets the demand of population. The zeal on the part of healthcare workers to save lives has led to them providing services in unacceptable and sub-standard manner. Nursing of patients on floors or plastic chairs in hospital hallways or entrances decreases their survivals. An evaluation of theses services has become key in determining the quality of care provided. This study aims at determining the quality of emergency healthcare services at the Korle-Bu Teaching Hospital Accident Centre.
Methodology.
An analytical cross-sectional study involving 221 patients and 221 caregivers sampled consecutively at the Korle-Bu Teaching Hospital accident centre were interviewed. All participants willing to participate in the study were recruited until the final sample size was obtained. The SERVQUAL model was adapted for this study and as such the service quality dimensions assessed were tangibility, reliability, responsiveness, assurance and empathy. Paired t-test was used to assess the gap between caregivers‟ expectation and experience (perception) of these quality dimensions. Chi square test and independent t-test were used to determine factors significantly associated with patients‟ level of satisfaction. Logistic regression was used to model the association between level of patient satisfaction and significant factors.
Results
Among the caregivers, the service quality dimension with the highest mean score for expectation was empathy (Mean= 3.86, SD= 0.62) and that for perception was assurance (Mean= 3.19, SD= 0.74). The mean gap between the expectation and perception of quality on all the dimensions were negative and statistically significant (p<0.001). The proportion of patients who had a high satisfaction with the overall services of the accident centre was 27.6%. After adjusting for all variables of interest, only satisfaction with services provided by the attending staff was significantly associated with overall satisfaction with emergency services (AOR= 3.95, 95% CI: 1.32, 11.83, p<0.014).
Conclusion
Caregivers have higher expectations of service quality than they experienced at the Accident Centre. Satisfaction with the general attitude of staff is low as is satisfaction with overall emergency services by patients. Satisfaction with services by attending staff was the predictor of level of overall satisfaction.
Description
Thesis (MPh)
Keywords
Emergency healthcare services, patient satisfaction, Caregivers, expectation and perception, Korle-Bu hospital