Low satisfaction of clients for the health service provision in West Amhara region, Ethiopia
Client satisfaction is a key indicator to measure quality of healthcare and provides information on the level of success forproviders whether client expectations and values are met. Although there are some institutional based studies done in Ethiopia, still client satisfaction in our settings is not...
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| Veröffentlicht in: | PloS one 2017-06, Vol.12 (6), p.e0179909-e0179909 |
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| creator | Derebe, Mulatu Melese Shiferaw, Melashu Balew Ayalew, Muluken Assefa |
| description | Client satisfaction is a key indicator to measure quality of healthcare and provides information on the level of success forproviders whether client expectations and values are met. Although there are some institutional based studies done in Ethiopia, still client satisfaction in our settings is not well addressed. Thus, this study was aimed to assess client satisfaction level and identify the underlying factors of poor health service provision in West Amhara, Ethiopia.
A cross-sectional study design was conducted from July to August, 2013. A structured questionnaire was used to collect data from 422 outpatient diagnosis (OPD) service users. The data were entered into EPI Info version 3.5.2 and analyzed usingSPSS version 16.
Among the 422 study participants, 234 (55.5%) males, the mean (±SD) age was 37.3 (±16.4) years. The overall satisfaction level of the study participants was 39.3%. Poor cleanliness of the facility, fewer service access provision, lack of prescribed drugs within the facility and longer waiting time to get the health care service wasreported by 73.2%, 67.8%, 65.6% and 59.2% of the clients respectively. Paying service users (AOR: 2.03, 95% CI: 1.22-3.39, P: 0.007), divorced clients (AOR: 4.26, 95% CI: 1.11-16.26, P: 0.034) and hospital users (AOR: 2.18, 95% CI: 1.29-3.69, P: 0.004) were more dissatisfied.
Client satisfaction was lowin the health provision in West Amhara region. Expansion of health facilities in remote areas, maintaining continuous availability of prescribed drugs, improving cleanliness of health facilities, and fast health service provision are recommended to satisfy clients in the setting. |
| doi_str_mv | 10.1371/journal.pone.0179909 |
| format | Article |
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A cross-sectional study design was conducted from July to August, 2013. A structured questionnaire was used to collect data from 422 outpatient diagnosis (OPD) service users. The data were entered into EPI Info version 3.5.2 and analyzed usingSPSS version 16.
Among the 422 study participants, 234 (55.5%) males, the mean (±SD) age was 37.3 (±16.4) years. The overall satisfaction level of the study participants was 39.3%. Poor cleanliness of the facility, fewer service access provision, lack of prescribed drugs within the facility and longer waiting time to get the health care service wasreported by 73.2%, 67.8%, 65.6% and 59.2% of the clients respectively. Paying service users (AOR: 2.03, 95% CI: 1.22-3.39, P: 0.007), divorced clients (AOR: 4.26, 95% CI: 1.11-16.26, P: 0.034) and hospital users (AOR: 2.18, 95% CI: 1.29-3.69, P: 0.004) were more dissatisfied.
Client satisfaction was lowin the health provision in West Amhara region. Expansion of health facilities in remote areas, maintaining continuous availability of prescribed drugs, improving cleanliness of health facilities, and fast health service provision are recommended to satisfy clients in the setting.</description><identifier>ISSN: 1932-6203</identifier><identifier>EISSN: 1932-6203</identifier><identifier>DOI: 10.1371/journal.pone.0179909</identifier><identifier>PMID: 28665951</identifier><language>eng</language><publisher>United States: Public Library of Science</publisher><subject>Adolescent ; Adult ; Age ; Analysis ; Cleanliness ; Clients ; Cross-Sectional Studies ; Customer relations ; Diagnosis ; Dosage and administration ; Drugs ; Ethiopia ; Female ; Health care ; Health care facilities ; Health care industry ; Health care reform ; Health facilities ; Health Services ; Hospital facilities ; Humans ; Information dissemination ; Male ; Males ; Management ; Medical care ; Medicine and Health Sciences ; Middle Aged ; Patient Satisfaction ; People and Places ; Prescriptions (Drugs) ; Social Sciences ; Waiting Lists ; Young Adult</subject><ispartof>PloS one, 2017-06, Vol.12 (6), p.e0179909-e0179909</ispartof><rights>COPYRIGHT 2017 Public Library of Science</rights><rights>2017 Derebe et al. This is an open access article distributed under the terms of the Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ (the “License”), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.</rights><rights>2017 Derebe et al 2017 Derebe et al</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c692t-aaca6fc9fe120e1dc8514a5350074a6a8ec6e206f46958e98e868630988cc53f3</citedby><cites>FETCH-LOGICAL-c692t-aaca6fc9fe120e1dc8514a5350074a6a8ec6e206f46958e98e868630988cc53f3</cites><orcidid>0000-0002-2194-1673</orcidid></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.ncbi.nlm.nih.gov/pmc/articles/PMC5493333/pdf/$$EPDF$$P50$$Gpubmedcentral$$Hfree_for_read</linktopdf><linktohtml>$$Uhttps://www.ncbi.nlm.nih.gov/pmc/articles/PMC5493333/$$EHTML$$P50$$Gpubmedcentral$$Hfree_for_read</linktohtml><link.rule.ids>230,314,727,780,784,864,885,2102,2928,23866,27924,27925,53791,53793,79600,79601</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/28665951$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><contributor>Song, Houbing</contributor><creatorcontrib>Derebe, Mulatu Melese</creatorcontrib><creatorcontrib>Shiferaw, Melashu Balew</creatorcontrib><creatorcontrib>Ayalew, Muluken Assefa</creatorcontrib><title>Low satisfaction of clients for the health service provision in West Amhara region, Ethiopia</title><title>PloS one</title><addtitle>PLoS One</addtitle><description>Client satisfaction is a key indicator to measure quality of healthcare and provides information on the level of success forproviders whether client expectations and values are met. Although there are some institutional based studies done in Ethiopia, still client satisfaction in our settings is not well addressed. Thus, this study was aimed to assess client satisfaction level and identify the underlying factors of poor health service provision in West Amhara, Ethiopia.
A cross-sectional study design was conducted from July to August, 2013. A structured questionnaire was used to collect data from 422 outpatient diagnosis (OPD) service users. The data were entered into EPI Info version 3.5.2 and analyzed usingSPSS version 16.
Among the 422 study participants, 234 (55.5%) males, the mean (±SD) age was 37.3 (±16.4) years. The overall satisfaction level of the study participants was 39.3%. Poor cleanliness of the facility, fewer service access provision, lack of prescribed drugs within the facility and longer waiting time to get the health care service wasreported by 73.2%, 67.8%, 65.6% and 59.2% of the clients respectively. Paying service users (AOR: 2.03, 95% CI: 1.22-3.39, P: 0.007), divorced clients (AOR: 4.26, 95% CI: 1.11-16.26, P: 0.034) and hospital users (AOR: 2.18, 95% CI: 1.29-3.69, P: 0.004) were more dissatisfied.
Client satisfaction was lowin the health provision in West Amhara region. Expansion of health facilities in remote areas, maintaining continuous availability of prescribed drugs, improving cleanliness of health facilities, and fast health service provision are recommended to satisfy clients in the setting.</description><subject>Adolescent</subject><subject>Adult</subject><subject>Age</subject><subject>Analysis</subject><subject>Cleanliness</subject><subject>Clients</subject><subject>Cross-Sectional Studies</subject><subject>Customer relations</subject><subject>Diagnosis</subject><subject>Dosage and administration</subject><subject>Drugs</subject><subject>Ethiopia</subject><subject>Female</subject><subject>Health care</subject><subject>Health care facilities</subject><subject>Health care industry</subject><subject>Health care reform</subject><subject>Health facilities</subject><subject>Health Services</subject><subject>Hospital facilities</subject><subject>Humans</subject><subject>Information 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Science Collection</collection><collection>Genetics Abstracts</collection><collection>MEDLINE - Academic</collection><collection>PubMed Central (Full Participant titles)</collection><collection>DOAJ Directory of Open Access Journals</collection><jtitle>PloS one</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Derebe, Mulatu Melese</au><au>Shiferaw, Melashu Balew</au><au>Ayalew, Muluken Assefa</au><au>Song, Houbing</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Low satisfaction of clients for the health service provision in West Amhara region, Ethiopia</atitle><jtitle>PloS one</jtitle><addtitle>PLoS One</addtitle><date>2017-06-30</date><risdate>2017</risdate><volume>12</volume><issue>6</issue><spage>e0179909</spage><epage>e0179909</epage><pages>e0179909-e0179909</pages><issn>1932-6203</issn><eissn>1932-6203</eissn><abstract>Client satisfaction is a key indicator to measure quality of healthcare and provides information on the level of success forproviders whether client expectations and values are met. Although there are some institutional based studies done in Ethiopia, still client satisfaction in our settings is not well addressed. Thus, this study was aimed to assess client satisfaction level and identify the underlying factors of poor health service provision in West Amhara, Ethiopia.
A cross-sectional study design was conducted from July to August, 2013. A structured questionnaire was used to collect data from 422 outpatient diagnosis (OPD) service users. The data were entered into EPI Info version 3.5.2 and analyzed usingSPSS version 16.
Among the 422 study participants, 234 (55.5%) males, the mean (±SD) age was 37.3 (±16.4) years. The overall satisfaction level of the study participants was 39.3%. Poor cleanliness of the facility, fewer service access provision, lack of prescribed drugs within the facility and longer waiting time to get the health care service wasreported by 73.2%, 67.8%, 65.6% and 59.2% of the clients respectively. Paying service users (AOR: 2.03, 95% CI: 1.22-3.39, P: 0.007), divorced clients (AOR: 4.26, 95% CI: 1.11-16.26, P: 0.034) and hospital users (AOR: 2.18, 95% CI: 1.29-3.69, P: 0.004) were more dissatisfied.
Client satisfaction was lowin the health provision in West Amhara region. Expansion of health facilities in remote areas, maintaining continuous availability of prescribed drugs, improving cleanliness of health facilities, and fast health service provision are recommended to satisfy clients in the setting.</abstract><cop>United States</cop><pub>Public Library of Science</pub><pmid>28665951</pmid><doi>10.1371/journal.pone.0179909</doi><tpages>e0179909</tpages><orcidid>https://orcid.org/0000-0002-2194-1673</orcidid><oa>free_for_read</oa></addata></record> |
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| source | MEDLINE; DOAJ Directory of Open Access Journals; Public Library of Science (PLoS) Journals Open Access; EZB-FREE-00999 freely available EZB journals; PubMed Central; Free Full-Text Journals in Chemistry |
| subjects | Adolescent Adult Age Analysis Cleanliness Clients Cross-Sectional Studies Customer relations Diagnosis Dosage and administration Drugs Ethiopia Female Health care Health care facilities Health care industry Health care reform Health facilities Health Services Hospital facilities Humans Information dissemination Male Males Management Medical care Medicine and Health Sciences Middle Aged Patient Satisfaction People and Places Prescriptions (Drugs) Social Sciences Waiting Lists Young Adult |
| title | Low satisfaction of clients for the health service provision in West Amhara region, Ethiopia |
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