Factors contributing to patients’ satisfaction with public health services in the Eastern Cape, South Africa

Abstract

A cross-sectional study was carried out among patients to assess the factor structure of their satisfaction with Primary Health Care (PHC) services. Using a structured questionnaire, we conducted exit interviews with a sample of 19 136 patients aged 18+ years in 266 PHC facilities, Eastern Cape, South Africa. To determine factor structure, principal component analysis with varimax rotation was done. Subsequently, there were five components that explained 52.8% of the total variance. Factor 1 (eigenvalue: 7.6) had items on dignity (talked respectfully) and communication (clear explanations) and explained 25.5% of the variance. Factor 2 (eigenvalue: 2.8) had items on the quality of basic amenities (cleanliness) and explained 9.2% of the variance. Factor 3 (eigenvalue: 2.5) had management-related items (complaints) and explained 8.5% of the variance. Factor 4 (eigenvalue: 1.7) related to Information, Education and Communication materials which explain 5.5% of the variance. Factor (eigenvalue: 1.2) had items on prompt attention (waiting time) and explained 4.0% of the variance. Dignity, communication and basic amenities were identified as major factors determining patient satisfaction.

Keywords: Patient satisfaction, factor structure, primary health care, South Africa.