Factors determining satisfaction with service delivery at family medicine clinics of a tertiary hospital in North Central Nigeria.

Abstract

Background: Patients’ satisfaction with service delivered at the healthcare facility is a critical index of
quality of care in the health industry. Hence, it is paramount to ascertain patients’ satisfaction to improve
service delivery.
Methodology: The study was a cross-sectional design conducted among 104 patients aged 18 to 65 years
who were on follow-up for chronic diseases at the Family Medicine Clinics. Data was collected from the
participants via an interviewer-administered questionnaire. Statistical significance was determined using
paired samples t-test, Chi-square, and logistic regression was set at a p-value of ≤ 0.05.
Results: The study used 104 patients with chronic diseases. The mean age of the study population (N =
104) was 51.83± 9.37 years. The ages ranged from 21-69 years.65 (62.5%) were females; male to female
ratio was 1:1.7. The majority of them had formal education 59 (56.7%). There were no statistically
significant differences in the socio-demographic characteristics. Waiting time was found to be the most
significant predictor of patient satisfaction in this study (P=0.003; O. R=3.17, CI=1.03-1.15). The overall
satisfaction score with service delivery in the study area was 71.4%.
Conclusion: Patients recorded a high level of satisfaction with service delivery 71.4% for the care
received at the study site, particularly during their experiences with the physicians, pharmacists, lab
scientists, nurses, and record officers, and the neatness of the clinic’s environment. The results indicate
that good communication has a positive effect on patients’ level of satisfaction. Henceforth, service
providers should employ patient-centered communication to improve the quality of care.