Abstract
Introduction: Patient satisfaction with health care services is vital in establishing gaps to be improved, notably in public health facilities utilised by the majority in Low and Middle-Income Countries. This study assessed factors that influenced patient satisfaction with United Bulawayo Hospitals and Mpilo Hospital services in Bulawayo in Zimbabwe. Methods: A cross-sectional survey was conducted on 99 randomly selected respondents in two tertiary hospitals in Bulawayo. Chi-squared tests were employed to determine associations between different demographic characteristics and patient satisfaction with various services they received. Multiple Stepwise Linear regression was conducted to assess the strength of the association between different variables. Results: Most of the participants who took part in the study were males in both selected hospitals. It was generally observed that patients were satisfied with these facilities' services, symbolised by over 50% satisfaction. However, patients at Mpilo were overall more satisfied than those at United Bulawayo Hospitals. Variables “received speciality services,” “average waiting times,” and “drugs being issued on time” were significant contributors to different levels of satisfaction observed between Mpilo and United Bulawayo Hospitals. Conclusion: Generally, patients are satisfied with the services and interactions with the health service providers at United Bulawayo Hospitals and Mpilo Hospitals. However, patients at Mpilo were more satisfied than those at United Bulawayo Hospitals. There is generally a need to improve pharmaceutical services, outpatient services, and interaction with health service provider services to attain the highest levels of patient satisfaction.
Highlights
Patient satisfaction with health care services is vital in establishing gaps to be improved, notably in public health facilities utilised by the majority in Low and Middle-Income Countries
Various contextual factors could influence the nature and manner in which the health services are rendered to recipients, stimulating varied satisfaction levels [6]. In developed countries such as Germany and France, public health facilities are expected to conduct patient satisfaction surveys regarding the quality of care and services offered to patients [1, 7]
The study was conducted at United Bulawayo Hospital and Mpilo Hospital in Bulawayo
Summary
Patient satisfaction with health care services is vital in establishing gaps to be improved, notably in public health facilities utilised by the majority in Low and Middle-Income Countries. Different health facilities that provide similar services may differ in service quality levels [6]. Various contextual factors could influence the nature and manner in which the health services are rendered to recipients, stimulating varied satisfaction levels [6]. In developed countries such as Germany and France, public health facilities are expected to conduct patient satisfaction surveys regarding the quality of care and services offered to patients [1, 7]
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