Determinants of patient satisfaction among clients of a national health insurance scheme clinic in Uyo, Nigeria

Abstract

Background: Patient satisfaction is an important indicator of quality of care. Satisfied patients have been shown to be more likely to adhere to treatment plans and guidelines. They also exhibit better care seeking behaviour and this leads to a reduction in mortality.

Methods: This was a cross sectional study carried out at the NHIS clinic of UUTH between August and October 2014. A total of 418 eligible respondents were recruited using a systematic random sampling technique and a semi-structured self-administered questionnaire was used to collect information from respondents.

Results: The mean age of respondents was 41.6 ± 9.1 years. The overall level of satisfaction with services rendered was 80.6%. Statistically significant factors positively affecting patient satisfaction were duration of consultation (χ² = 26.41, p < 0.001), consultation process (χ² = 24.03, p < 0.001), attitude of the doctor (χ² = 44.10, p < 0.001), access to specialists (χ² = 29.39, p < 0.001), ease of registration (χ² = 15.46, p < 0.001), quality of service of clerical staff (χ² = 46.12, p < 0.001), quality of service at the pharmacy (χ² = 51.00, p < 0.001), quality of service at the NHIS administrative office (χ² = 166.00, p < 0.001), ease of payment (χ² = 37.13, p < 0.001), waiting time (χ² = 41.50, p < 0.001), comfort in the waiting room (χ² = 31.10, p < 0.001), quality of service of hospital staff (χ² = 106.60, p < 0.001), and quality of service of nursing staff (χ² = 63.87, p < 0.001). However, patient-related factors were not statistically significant in influencing overall satisfaction.

Conclusion: Overall satisfaction rate was satisfactory. Client satisfaction was positively influenced by physician-related factors and system-related factors but was uninfluenced by patient related factors. Efforts must be made by healthcare providers to improve all aspects of the patient experience so as to improve enrolment and health services utilization.

Keywords: Patient satisfaction, health insurance, NHIS, Uyo, Family Medicine