Patients' Satisfaction with the Healthcare Services at a North Central Nigerian Tertiary Hospital

Abstract

BACKGROUND: This study sought to determine the level of satisfaction of patients with the healthcare services at Federal Medical Centre, Bida (FMCB) Nigeria and the factors associated with patients' satisfaction.
METHODS: The study utilized exit interview of 480 patients, sampled at the 9 service points of the Centre. The questions covered socio-demographic factors and the 3 core elements of healthcare service delivery
namely quality, access and interpersonal issues. The evaluation of satisfaction on the 5 point Likert scale were categorized into dissatisfied {very dissatisfied, dissatisfied and Neutral}and satisfied {satisfied and
very satisfied}, setting the threshold for satisfaction at a relatively higher level.
RESULTS: On the overall, 78.5% of them were satisfied with the hospital services and 78.3% had their expectations met. Satisfaction was lowest (72.7%) at the revenue section and highest (96.1%) at the maternity section. Nine of every 10 respondents (91.7%) would recommend the facility to a friend. The patients' satisfaction had significant positive correlation with promptness of staff, communication level of staff, staff
relationship with patients, environmental cleanliness and comfort facilities. Cost of services and delay in obtaining services had negative but relatively weak correlation with satisfaction.
CONCLUSION: The observed level of patients' satisfaction at FMC Bida is high. This can be maintained and enhanced by improvement in waiting
time, sustenance of the satisfactory hospital ambiance and staff attitude/aptitude. However, enlightenment of the hospital patients on the status of the hospital and the nature of services offered is necessary.

KEYWORDS: patient satisfaction; quality of healthcare; tertiary hospital; Nigeria