Abstract
Background In health care, patient satisfaction is an attitudinal response and a pillar for quality assurance, but there is reluctance to measure it among mentally ill patients. Satisfied patients become more compliant. However, no study was done in this study area before. Therefore, this study was conducted to determine the magnitude of perceived patient satisfaction and associated factor at Jimma University Medical Center, outpatient psychiatry clinic. Methods Cross-sectional study design was conducted, and systematic random sampling technique was used to get study participants. The 24-item Mental Health Service Satisfaction Scale (a validated tool in Ethiopia) was used to assess patient satisfaction. Data was entered using Epi-data 3.1 and exported to the Statistical Package for the Social Sciences 22.0 for analysis. Linear regression analysis (P < 0.05) was used to identify the association between the outcome and independent variable. Result 414 respondents participated in the study with response rate of 98%. The overall percentage of patient satisfaction was 50.3% (95% CI 48.4%–51.2%). Being male (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (Conclusion and Recommendation. This study found that half of the study participants are satisfied with the service. Distance from the hospital, current substance use, waiting time, and having good social support were identified as modifiable factors that can be improved through working with stakeholders to increase patient satisfaction.
Highlights
Satisfaction is something that fulfills expectation and desire and giving what is required [1]
This study finding showed that the overall percentage score of patient satisfaction was 50.3% (95% CI (48.4%– 51.2%)), and this was the same with the study done in Nigeria (45%) (95% CI (0.34-0.56)) [15] and Addis Ababa (57%) (95% CI (0.46-0.68)) [18] but lower than the score of the studies done in Ireland (90.7%) (95% CI (0.81-0.99)) [14], Pakistan (92.7%) (95% CI (0.86-0.98)) [32], India (87.28%) (95% CI (0.82-0.92)) [33], and South Africa (72.9%) (95% CI (0.56-0.88)) [16]; and this difference might be due to the difference in the number of sample size, type of measurement tool used, socio-demographic characterstics study participant, and differences in mental health literacy, mental health service, and availability of alternative mental health service within the country
This study found that living in a rural area, as compared with an urban area, decreases the patient satisfaction score by 1.35 units (β = −1:358, 95% CI (-1.687, -1.030), P = 0:000), which was similar with study done in Addis Ababa [18]; and this might be because those respondents who came from a rural area mostly lived far and have problem in transportation and access to medication, their chance to be visited by health professionals was less likely as compared with the chance of those from urban area residences
Summary
Patient satisfaction is an attitudinal response and a pillar for quality assurance, but there is reluctance to measure it among mentally ill patients. Being male (β = −0:651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β = −1:250, 95% CI (-1.765, -0.735)), living in a rural area (β = −1:358, 95% CI (-1.687, -1.030)), having a diagnosis of major depressive disorder (β = 1:719, 95% CI (1.332, 2.106)) and bipolar disorder (β = 1:203, 95% CI (0.890, 1.516)), far in distance from the hospital (β = −3:250, 95% CI (-4.662, -2.450)), having a history of current substance use (β = −1:719, 95% CI (-2.015, -1.423)), longer in waiting time (β = −3:853, 95% CI (-4.701, -2.205)), and strong social support (β = 0:456, 95% CI (0.231, 0.654)) were variables significantly associated with patient satisfaction. Distance from the hospital, current substance use, waiting time, and having good social support were identified as modifiable factors that can be improved through working with stakeholders to increase patient satisfaction
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