Inpatient Satisfaction with Skill and Competencies of Health Care Providers among Patients Admitted to Nekemte Referral Hospital, Nekemte, Ethiopia

Abstract

It is essential to have an overview of theoretical notions of satisfactions and expectations of the customers, generalities in planning intensive care units, social system, doctor patient relationships, physician role and behavior, nurse behavior, patient role and opinions. An organization exists to achieve its goal, the goal of hospital, whatever one may say, is always primarily to provide highest quality of patient care and other objectives are secondary. The objective of the study was to assess the level of inpatient satisfaction with health service provision among patients admitted to Nekemte hospital. An institution based cross-sectional study was conducted on inpatient satisfaction with health service provision among patients admitted to Nekemte hospital from 27/10/014 to 24/12/014. Valid and reliable questionnaires and in-depth interviews were administered to patients admitted to the hospitals during the study period. A total of 422 respondents were participated in the study with 38.6±14.7 mean age. The protestant 229(54.3%) was the leading religion followed by orthodox 121(28.7%). Oromo 362(86%) was the leading ethnicity. The overall satisfaction of patients with health care provision was 148(35.1%). Among the card room staff’s 283(67.1%) of them were not polite for their clients and 251(59.5%) of them were discriminating their patients and 325(77%) of the respondents replied the guardians were not treating their clients friendly, 264 (62.6%) replied they were not timely served with food supply. The water supply from the hospital was unable to satisfy 264(62.6%) of the inpatients and 377(89.3%) of them were not satisfied with use of latrine. More than half 223(52.8%) of the respondents replied they were not getting all the drugs prescribed from the hospital. Satisfaction with courtesy of nursing staff 179(42.4%), courtesy of physicians 100(23.7%), courtesy of laboratory technologists 87(20.6%), food services 42(10.0%). Respondents were mostly satisfied with the services of physicians 181(42.9%) and nurses 145(34.4%). Inpatient satisfactions with the overall nursing care were 247(58.5%), Most patients 387(91.7%) were interested to be visited by their relatives; therefore, adequate time has to be allocated for visitors. Most complaints were regarding the guardian and the card room staffs therefore the hospital has to provide training on ethics of reception of clients. Comparatively, patients were satisfied with technical staffs than administrative staffs. Therefore, the cleanliness, food supply, water supply, staff coordination, which can be corrected by the hospital managers without additional budget allocation.