Patient satisfaction with services in outpatient clinics at Mulago hospital, Uganda

Objectives. To identify factors associated with general satisfaction among clients attending outpatient clinics in a referral hospital in Uganda. Design. Cross-sectional exit survey of patients and care-givers in selected outpatient clinics. Setting. Seven outpatients' clinics at Mulago Nationa...

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Veröffentlicht in:International journal for quality in health care 2011-10, Vol.23 (5), p.516-523
Hauptverfasser: NABBUYE-SEKANDI, JULIET, MAKUMBI, FREDRICK E., KASANGAKI, ARABAT, KIZZA, IRENE BETTY, ATUGUMISIRIZE, JOSHU, NSHIMYE, EDITH, MBABALI, SPECIOZA, PETERS, DAVID H.
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container_end_page 523
container_issue 5
container_start_page 516
container_title International journal for quality in health care
container_volume 23
creator NABBUYE-SEKANDI, JULIET
MAKUMBI, FREDRICK E.
KASANGAKI, ARABAT
KIZZA, IRENE BETTY
ATUGUMISIRIZE, JOSHU
NSHIMYE, EDITH
MBABALI, SPECIOZA
PETERS, DAVID H.
description Objectives. To identify factors associated with general satisfaction among clients attending outpatient clinics in a referral hospital in Uganda. Design. Cross-sectional exit survey of patients and care-givers in selected outpatient clinics. Setting. Seven outpatients' clinics at Mulago National Referral and Teaching Hospital. Main Outcome Measures. Mean score of clients' general satisfaction with health-care services. Results. Overall the clients' general satisfaction was suboptimal. Average satisfaction was higher among clients with a primary or secondary education compared with none, those attending HIV treatment and research clinic compared with general outpatient clients, and returning relative to new clients. Conversely, satisfaction was lower among clients incurring costs of at least $1.5 during the visit, and those reporting longer waiting time (>2 h). Client's perceived technical competence of provider, accessibility, convenience and availability of services especially prescribed drugs were the strongest predictor of general satisfaction. Conclusions. This study highlights the important findings about outpatient services at Mulago hospital. The sub-optimal satisfaction scores for outpatient care strongly suggest that more could be done to assure that services provided are more patient centered. Significant factors including category of clinic visited, waiting time, costs incurred, accessibility of services and perceived providers' technical competence at this hospital should be explored by the Makerere University College of Health Sciences and Mulago hospital for potential improvements in quality of the health service delivered.
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To identify factors associated with general satisfaction among clients attending outpatient clinics in a referral hospital in Uganda. Design. Cross-sectional exit survey of patients and care-givers in selected outpatient clinics. Setting. Seven outpatients' clinics at Mulago National Referral and Teaching Hospital. Main Outcome Measures. Mean score of clients' general satisfaction with health-care services. Results. Overall the clients' general satisfaction was suboptimal. Average satisfaction was higher among clients with a primary or secondary education compared with none, those attending HIV treatment and research clinic compared with general outpatient clients, and returning relative to new clients. Conversely, satisfaction was lower among clients incurring costs of at least $1.5 during the visit, and those reporting longer waiting time (&gt;2 h). Client's perceived technical competence of provider, accessibility, convenience and availability of services especially prescribed drugs were the strongest predictor of general satisfaction. Conclusions. This study highlights the important findings about outpatient services at Mulago hospital. The sub-optimal satisfaction scores for outpatient care strongly suggest that more could be done to assure that services provided are more patient centered. 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To identify factors associated with general satisfaction among clients attending outpatient clinics in a referral hospital in Uganda. Design. Cross-sectional exit survey of patients and care-givers in selected outpatient clinics. Setting. Seven outpatients' clinics at Mulago National Referral and Teaching Hospital. Main Outcome Measures. Mean score of clients' general satisfaction with health-care services. Results. Overall the clients' general satisfaction was suboptimal. Average satisfaction was higher among clients with a primary or secondary education compared with none, those attending HIV treatment and research clinic compared with general outpatient clients, and returning relative to new clients. Conversely, satisfaction was lower among clients incurring costs of at least $1.5 during the visit, and those reporting longer waiting time (&gt;2 h). Client's perceived technical competence of provider, accessibility, convenience and availability of services especially prescribed drugs were the strongest predictor of general satisfaction. Conclusions. This study highlights the important findings about outpatient services at Mulago hospital. The sub-optimal satisfaction scores for outpatient care strongly suggest that more could be done to assure that services provided are more patient centered. 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To identify factors associated with general satisfaction among clients attending outpatient clinics in a referral hospital in Uganda. Design. Cross-sectional exit survey of patients and care-givers in selected outpatient clinics. Setting. Seven outpatients' clinics at Mulago National Referral and Teaching Hospital. Main Outcome Measures. Mean score of clients' general satisfaction with health-care services. Results. Overall the clients' general satisfaction was suboptimal. Average satisfaction was higher among clients with a primary or secondary education compared with none, those attending HIV treatment and research clinic compared with general outpatient clients, and returning relative to new clients. Conversely, satisfaction was lower among clients incurring costs of at least $1.5 during the visit, and those reporting longer waiting time (&gt;2 h). Client's perceived technical competence of provider, accessibility, convenience and availability of services especially prescribed drugs were the strongest predictor of general satisfaction. Conclusions. This study highlights the important findings about outpatient services at Mulago hospital. The sub-optimal satisfaction scores for outpatient care strongly suggest that more could be done to assure that services provided are more patient centered. Significant factors including category of clinic visited, waiting time, costs incurred, accessibility of services and perceived providers' technical competence at this hospital should be explored by the Makerere University College of Health Sciences and Mulago hospital for potential improvements in quality of the health service delivered.</abstract><cop>England</cop><pub>Oxford University Press</pub><pmid>21775313</pmid><doi>10.1093/intqhc/mzr040</doi><tpages>8</tpages><oa>free_for_read</oa></addata></record>
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source Oxford Journals Open Access Collection
subjects Adolescent
Adult
Age Factors
Appointments and Schedules
Clinics
Colleges and universities
Cost
Cross-Sectional Studies
Drugs
Educational Status
Female
Health Expenditures
Health Services Accessibility - standards
HIV Infections - psychology
HIV Infections - therapy
Hospitals
Human immunodeficiency virus
Humans
Male
Medical service
Middle Aged
Outpatient Clinics, Hospital - standards
Outpatient services
Patient Satisfaction
Patients
Prescription Drugs - supply & distribution
Professional-Patient Relations
Surveys
Uganda
Young Adult
title Patient satisfaction with services in outpatient clinics at Mulago hospital, Uganda
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