Factors Determining Satisfaction with Service Delivery at Family Medicine Clinics of a Tertiary Hospital in North Central Nigeria.

Abstract

Patients' satisfaction with service delivered at the healthcare facility is a critical index of quality of care in the health industry. Hence, it is paramount to ascertain patients' satisfaction to improve service delivery. The study was a cross-sectional design conducted among 104 patients aged 18 to 65 years who were on follow-up for chronic diseases at the Family Medicine Clinics. Data was collected from the participants via interviewer administered questionnaire. Statistical significance was determined using paired samples t-test, Chi-square, and logistic regression was set at a p-value of ≤ 0.05. The study used104 patients with chronic diseases. The mean age of the study population (N = 104) was 51.83± 9.37years. The ages ranged from 21-69 years.65 (62.5%) were females; male to female ratio was 1:1.7. The majority of them had formal education 59 (56.7%). There were no statistically significant differences in the socio-demographic characteristics. Waiting time was found to be the most significant predictor of patient satisfaction in this study (P=0.003; O. R=3.17, CI=1.03-1.15). The overall satisfaction score with service delivery in the study area was 71.4%. Patients recorded a high level of satisfaction with service delivery 71.4% for the care received at the study site, particularly during their experiences with the physicians, pharmacists, lab scientists, nurses, and record officers, and the neatness of the clinic's environment. The results indicate that good communication has a positive effect on patients' level of satisfaction. Henceforth, service providers should employ patient-centered communication to improve quality of care.