Patient satisfaction with services at a tertiary hospital in south-east Nigeria

• Published in: Malawi medical journal Vol. 30; no. 4; pp. 270 - 275
• Main Authors: Obi, Ikechukwu E, Ndu, Anne C, Agu, Kenneth A, Omotowo, Babatunde I, Agunwa, Chuka C, Idoko, Arthur C
• Format: Journal Article
• Language: English
• Published: Malawi The Medical Association Of Malawi 01-12-2018
• Subjects: Adolescent; Adult; Aged; Attitude of Health Personnel; Cross-Sectional Studies; Delivery of Health Care - organization & administration; Female; Health Care Surveys; Hospitals, Teaching; Humans; Inpatients - psychology; Inpatients - statistics & numerical data; Male; Middle Aged; Nigeria; Original Research; Patient Satisfaction; Quality Improvement; Quality of Health Care; Surveys and Questionnaires; Tertiary Healthcare - standards; Young Adult; Nigeria; patient satisfaction; tertiary facility; Nigeria; healthcare
• ISSN: 1995-7262; 1995-7270; 1995-7262
• DOI: 10.4314/mmj.v30i4.10

Patients' views of the services they receive in a healthcare service help identify critical areas that may need improvement. This survey set out to determine patients' satisfaction with quality of general services and specifically with staff attitude and the hospital environment, while on admission at a teaching hospital in Enugu, south-east Nigeria.
This was a descriptive cross-sectional study using a structured self-administered questionnaire on 170 patients (54% females and 46% males, aged between 20 and 65 years), post admission, selected by multistage sampling.
Less than half (47.3%) of the patients were satisfied with care received on admission. More than half of them (51.8%) were satisfied with the cleanliness of the hospital environment and how power supply was maintained in the hospital (62.4%). Doctors (90%), nurses (64.1%) and records staff (60.6%) were considered courteous and professional. Most patients were satisfied with the level of privacy given to them in their course of hospital stay (67.6%) and with the cost of laboratory investigations (51.8%).
Despite more than half of the surveyed patients being satisfied with some specific aspects of services given while on admission, those satisfied with the overall experience were less than half. Therefore, periodic patient satisfaction surveys should be institutionalized in this facility to provide feedback for continuous quality improvement.