Patients’ perceptions and satisfaction with the quality of healthcare services provided at Mbeya Zonal Referral Hospital, Tanzania

Abstract

Background: Patient satisfaction is critical to the healthcare industry, especially in today’s competitive environment. The concept of patient satisfaction continues to evolve, and hospitals are employing various strategies to enhance patient care and operational efficiency. Understanding patients' views on the services they receive helps identify key areas that may need improvement. This study aimed to assess patients' perceptions and satisfaction regarding the quality of healthcare services provided at Mbeya Zonal Referral Hospital.
Methods: A cross-sectional study was conducted from May to June 2024 at the patients’ waiting areas for out-patients and wards for in-patients of different Mbeya Zonal Regional Hospital departments, involving adult patients awaiting imaging procedures. Structured questionnaires with informed consent were used to collect data. The questionnaire collected demographic data, perceptions, and satisfaction with the services provided. Descriptive statistics were used to analyse data. The association between levels of perceptions and satisfaction with participants’ demographic factors were calculated.
Results: Of the 245 respondents, 169 (69.26%) had a positive perception of the quality of healthcare services, and 161 (66.53%) were satisfied with the services provided. Being married was significantly associated with a lower likelihood (AOR=0.260, 95% CI [0.096-0.424], p=0.025) of having a positive perception of healthcare services compared to being single. Similarly, private sector employees (AOR=0.262, 95% CI [0.121-0.403], p=0.013) and unemployed individuals (AOR=0.390, 95% CI [0.224-0.556], p=0.027) were less likely to have a favourable perception compared to the self-employed.
Conclusion: Approximately two-thirds of the participants had a positive perception and were satisfied with the healthcare services at Mbeya Zonal Referral Hospital. Marital and employment status significantly influenced patients’ perceptions and satisfaction levels. Healthcare workers should address patient needs and improve care to enhance patient perception and satisfaction. Key areas for improvement include communication skills (compassion, politeness, and active listening), availability of essential drugs, and clinicians’ prescription practices.