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Abstract
BackgroundEnhancing quality of health care delivered in public health facilities in developing countries is a key prerequisite to increase utilization and sustainability of health care services in the population. The aim of the study was to determine patients’ level of satisfaction on the quality of health care delivered at the out-patient department (OPD) in Mwananyamala hospital in Dar es Salaam, Tanzania.MethodsA cross-sectional study design was conducted from April to May, 2012. A systematic sampling method was employed to select 422 study subjects. A pre-tested SERVQUAL questionnaire was used to collect data and one-sample t-test was employed to identify patients’ level of satisfaction and principal component analysis to identify key items that measure quality of care.ResultsPatients’ level of satisfaction mean gap score was (-2.88 ± 3.1) indicating overall dissatisfaction with the quality of care. The level of dissatisfaction in the five service dimensions were as follows: assurance (-0.47), reliability (-0.49), tangible (-0.52), empathy (-0.55), and responsiveness (-0.72).ConclusionPatients attending OPD at Mwananyamala hospital demonstrates an overall dissatisfaction on quality of care. Hospital management should focus on: improvement on communication skills among OPD staff in showing compassion, politeness and active listening, ensure availability of essential drugs, and improvement on clinicians’ prescription skills.
Highlights
Enhancing quality of health care delivered in public health facilities in developing countries is a key prerequisite to increase utilization and sustainability of health care services in the population
In Tanzania, despite efforts by the Government, through the Ministry of Health and Social Welfare (MoHSW), to improve the quality of care through different approaches such as Health Quality Improvement Framework, still health service provision is constrained by a number of factors in terms of poor infrastructure, unavailability of drugs and/or medical equipments and limited human resource for health [9,10]
The study findings indicate that the overall patients’ level of satisfaction on the quality of care at the out-patient department (OPD) in Mwananyamala hospital was relatively low
Summary
Enhancing quality of health care delivered in public health facilities in developing countries is a key prerequisite to increase utilization and sustainability of health care services in the population. The aim of the study was to determine patients’ level of satisfaction on the quality of health care delivered at the out-patient department (OPD) in Mwananyamala hospital in Dar es Salaam, Tanzania. One of the major barriers to better health care for much of the population in developing countries, including Tanzania, is lack of access to even basic health services [8]. In Tanzania, despite efforts by the Government, through the Ministry of Health and Social Welfare (MoHSW), to improve the quality of care through different approaches such as Health Quality Improvement Framework, still health service provision is constrained by a number of factors in terms of poor infrastructure, unavailability of drugs and/or medical equipments and limited human resource for health [9,10]. In 2006 the national average population/doctor ratio was 138,000 persons per doctor, while the national average population/nurse ratio was 5,000 persons per nurse [11]
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