Abstract
The purpose of the study was to investigate the effect of public health service delivery on patient satisfaction in case of Nekemte Referral Hospital. This study has employed explanatory research design in order to estimate the cause effect relation of public health service delivery on patient satisfaction. Also it was designed to evaluate the relationship between public health service delivery and patient satisfaction. In order to meet the objective, the researcher has used stratified sampling techniques and 327 participants were selected. The five type Likert scale questionnaires was the main data gathering tool. The collected data have been analyzed using mean, standard deviation; correlation and multiple regression analysis. The R square result of the model has shown that all the explanatory variables have significantly explained patient satisfaction and from these explanatory variables the reliability was found to be the main predictor of patient satisfaction in the study area. The correlation coefficient finding has shown that the three explanatory variables (responsiveness, reliability and assurance) have strong and positive relation with patient satisfaction in the study area. As per the descriptive report finding patient satisfaction, responsiveness and empathy were recorded as less mean scoreless, which shows there was poor practices of responsiveness and empathy in the study area. Therefore, the employees of Nekemte Referral Hospital should improve their practices concerning responsiveness & empathy for better patient satisfaction by developing strategy & tactics to narrow their gap concerning responsiveness and empathy practices in the study area. Keywords: Assurance, Empathy, Reliability, Responsiveness and Patient Satisfaction DOI: 10.7176/IEL/11-2-02 Publication date: June 30 th 2021
Highlights
Health is fundamental dimension of wellbeing and key component of human capital development (WBAR 2013)
Conceptual Framework of the Study This study was investigated the level of public health service delivery for patient satisfaction in Nekemte Referral Hospital using SERVQUAL model using four dimensions namely assurance, empathy, reliability and responsibility
The respondents were asked the existence sufficient assurance of health, safety and welfare of patient in Nekemte Referral Hospital and the score was (M=2.96 & SD=1.53); whether the patients feel safe while getting medical treatment in Nekemte Referral Hospital and the score was (M=2.86 & SD=1.56) and the participants were asked whether the patients were satisfied with the patient treating knowledge of the Nekemte
Summary
Health is fundamental dimension of wellbeing and key component of human capital development (WBAR 2013). The study by(Srinivasan & Saravanan, 2015) on Ethiopian government run health institutions showed low client satisfaction because of long waiting time, unavailability of basic drugs, under staffed and less equipped, problems relating to accommodating patients for treatments coming from rural areas(Srinivasan & Saravanan, 2015) The reason they cited is that most of the zonal hospitals in Ethiopia are 40 or more years oldest and the hospital capacity and facilities are not correspondingly changing through time to meet the significant increase in population growth as resulted in an extremely increased demand for health services. As Nekemte Referral Hospital is one that is established in 1983 E.C, it faces similar constraints like sufficiency of bed room, chronic shortage of hospital supplies, long waiting time in provision of healthcare services and other related factors in the delivery of service quality to customer. The study will add to body of knowledge and scholarly fields of factors associated with service in heath sector in terms of findings and theoretical review
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