Factors Influencing Patient Satisfaction at the Out-Patient Department of Pentecost Hospital, Greater Accra Region
Date
2018-12
Authors
Journal Title
Journal ISSN
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Publisher
University of Ghana
Abstract
Background: Measuring patient satisfaction has become an integral part of
healthfacilitymanagementglobally.Patientsatisfactionisanessentialpointer
ofequitablequalityofcare.Itisoftencomplainedthatthecommunication
betweenhealthcareworkersandpatientsatpublichospitalsisverypoor.This
mostly makes it look like patients are totally at the mercy of the healthcare
workers at these hospitals.
Objective: This study sought to examine factors influencing patient satisfaction
With services rendered at the outpatient department (OPD) of the Pentecost
Hospital Greater Accra Region.
Methods: Ananalytical cross-sectional design using a quantitative approach was
applied.Astructuredquestionnairewasusedtogatherempiricaldatafrom 414
patients at the outpatient department(OPD) of the Pentecost Hospital. A
systematic random sampling technique was used. Descriptive and analytical analysis were done to determine patients’satisfaction level. The mean gap score
was calculated as a measure for patients’ level of satisfaction. Additionally, PCA
was done using STATA to identify the subgroups of SERVQUAL items. This
enabled the identification of individual components or provider-factors under the
five SERVQUAL dimensions that are predictors of patient’s satisfaction.
Description
MPH.
Keywords
Patient Satisfaction, Out-Patient Department, Pentecost Hospital, Greater Accra Region