TY - JOUR
T1 - Factors associated with patient satisfaction in outpatient department of Suva sub-divisional health center, Fiji, 2018
T2 - A mixed method study
AU - Chandra, Swastika
AU - Ward, Paul
AU - Mohammadnezhad, Masoud
PY - 2019/7/2
Y1 - 2019/7/2
N2 - Background: With evolving health care
industry toward patient centered orientation, inputs from the patients'
perspective is valuable. Improved patient satisfaction is associated
with increased levels of adherence to treatment processes and
recommended prevention, and improved health outcomes. Hence, this study
was conducted to assess the current level of patient satisfaction and
explore its determinants in the Suva Subdivision health centers, Fiji,
2018.
Methods: This was a mixed method
cross-sectional study employing both quantitative and qualitative
designs. A random sample of 410 participants attending the outpatient
services completed the self-administered structured questionnaire. The
questionnaire focused on socio-demographic features, waiting time,
doctors' communication, and patient trust. Data from 375 questionnaires
(response rate of 91%) was analyzed in SPSS where descriptive analysis
and univariate and multivariate logistic regression was done at 0.05
level of significance and 95% confidence interval to find the
determinants of patient satisfaction. From these 375 participants, 20
participants were purposefully selected for audio recorded interview
guided by a semi-structured questionnaire and data was analyzed using
thematic analysis.
Results: The majority of the patients
were generally fully satisfied with their consultation (69.3%).
Univariate logistic regression showed that age, gender, education level,
waiting time, doctors' communication behavior, and patient trust level
were significantly associated with patient satisfaction independently.
After controlling for all the variables, gender, number of visits,
waiting time, and patient trust were significantly associated with
trust. Those who had full trust in the doctors, were more likely to be
fully satisfied with their consultation (aOR of 18; p = 0.0001) and those who got seen within 1 h, were more likely to be satisfied with their consultation (aOR of 3.3; p
= 0.0001). Though, the patients voiced that getting a satisfying
consultation was worth the wait. The doctors' attitude and way of
communication also made a difference to the patient's level of
satisfaction.
Conclusions: This study showed that
patient satisfaction is positively associated with patient trust,
doctors' interpersonal skills and communication behavior and negatively
associated with waiting time. Hence, doctors upgrading their
communication skills and health service managers strategizing ways to
improve waiting time can contribute to better patient trust and thus
lead to better patient satisfaction and positively influence health
outcomes.
AB - Background: With evolving health care
industry toward patient centered orientation, inputs from the patients'
perspective is valuable. Improved patient satisfaction is associated
with increased levels of adherence to treatment processes and
recommended prevention, and improved health outcomes. Hence, this study
was conducted to assess the current level of patient satisfaction and
explore its determinants in the Suva Subdivision health centers, Fiji,
2018.
Methods: This was a mixed method
cross-sectional study employing both quantitative and qualitative
designs. A random sample of 410 participants attending the outpatient
services completed the self-administered structured questionnaire. The
questionnaire focused on socio-demographic features, waiting time,
doctors' communication, and patient trust. Data from 375 questionnaires
(response rate of 91%) was analyzed in SPSS where descriptive analysis
and univariate and multivariate logistic regression was done at 0.05
level of significance and 95% confidence interval to find the
determinants of patient satisfaction. From these 375 participants, 20
participants were purposefully selected for audio recorded interview
guided by a semi-structured questionnaire and data was analyzed using
thematic analysis.
Results: The majority of the patients
were generally fully satisfied with their consultation (69.3%).
Univariate logistic regression showed that age, gender, education level,
waiting time, doctors' communication behavior, and patient trust level
were significantly associated with patient satisfaction independently.
After controlling for all the variables, gender, number of visits,
waiting time, and patient trust were significantly associated with
trust. Those who had full trust in the doctors, were more likely to be
fully satisfied with their consultation (aOR of 18; p = 0.0001) and those who got seen within 1 h, were more likely to be satisfied with their consultation (aOR of 3.3; p
= 0.0001). Though, the patients voiced that getting a satisfying
consultation was worth the wait. The doctors' attitude and way of
communication also made a difference to the patient's level of
satisfaction.
Conclusions: This study showed that
patient satisfaction is positively associated with patient trust,
doctors' interpersonal skills and communication behavior and negatively
associated with waiting time. Hence, doctors upgrading their
communication skills and health service managers strategizing ways to
improve waiting time can contribute to better patient trust and thus
lead to better patient satisfaction and positively influence health
outcomes.
KW - Communication
KW - Determinants
KW - Fiji
KW - Mixed method study
KW - Patient satisfaction
KW - Trust
UR - http://www.scopus.com/inward/record.url?scp=85072065425&partnerID=8YFLogxK
U2 - 10.3389/fpubh.2019.00183
DO - 10.3389/fpubh.2019.00183
M3 - Article
AN - SCOPUS:85072065425
VL - 7
JO - Frontiers in Public Health
JF - Frontiers in Public Health
SN - 2296-2565
IS - JUL
M1 - 183
ER -