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8. Patient Satisfaction with Service Quality of a Private Health Facility in Accra, Ghana.

Author

Adomah-Afari, Augustine and Buckman, Grace

Subjects
CROSS-sectional method, SCALE analysis (Psychology), POLICY sciences, MEDICAL quality control, PROPRIETARY hospitals, INTERPROFESSIONAL relations, CLUSTER analysis (Statistics), INCOME, MULTIPLE regression analysis, LOGISTIC regression analysis, STATISTICAL sampling, DESCRIPTIVE statistics, QUANTITATIVE research, PATIENT-professional relations, ANALYSIS of variance, PATIENT satisfaction, SOCIODEMOGRAPHIC factors, DATA analysis software, COMPARATIVE studies, CONFIDENCE intervals
Abstract

Background: The Ministry of Health of Ghana, over the last few decades, has resolved to improve the quality of healthcare delivery to enhance patients' satisfaction. However, there are challenges in the realization of this objective, especially in the private healthcare sector where the government has minimal control over. Objective: To assess patient satisfaction with service quality at Sonotech Medical and Diagnostic Centres, a private hospital in the Greater Accra Region. Methodology: The study adopted a facility-based cross-sectional study design using quantitative methods to gather data from 396 respondents using multistage sampling techniques. Stata version 16 was used to analyze the data. Descriptive statistics were used to analyze the socio-demographic, healthcare facility factors [independent variables]. Multiple linear regression was used to assess the association between the independent variables and dependent variable [patient satisfaction]. Statistical significance was measured at p<0.05. Results: The level of patients' satisfaction was high (M=4.039, SD=1.099). All service quality dimensions: [(tangibility (M=4.009, SD=0.965), assurance (M=3.992, SD=1.010), reliability (M=3.904, SD=1.122), responsiveness (M=3.889, SD=1.014), and empathy (M=3.869, SD=1.065)] recorded high scores. The study found that age (β = 0.586; p = 0.024), income (β=0.425; p=0.028), and branch of the facility (β=0.251; p=0.083) significantly influenced patient satisfaction with service quality. The study found that service quality/healthcare factors such as responsiveness β= 0. 028; p = 0. 013), assurance (β= 0.032; p = 0.007), and tangibility (β =0.17; p=0.043) were significantly associated with patient satisfaction. Conclusion: Patient satisfaction with service quality was influenced by responsiveness, assurance, and tangibility. The study concludes that the management of Sonotech Medical and Diagnostic Centres would have to pay close attention to the components under the dimensions of tangibility, assurance, and responsiveness as they remain key determinants of patients' satisfaction. Policymakers in the healthcare sector could also use these indicators to intensify collaboration with healthcare providers in the private sector to develop strategies to enhance the quality of care delivery. [ABSTRACT FROM AUTHOR]

Published
2024

20. Utilization of Healthcare Services by the Elderly Patients at Korle-Bu Teaching Hospital, Accra

Author

Wuaku, Delali Adwoa, K. Esena , Reuben, Aniteye, Patience, Adomah-Afari, Augustine, Wuaku, Delali Adwoa, K. Esena , Reuben, Aniteye, Patience, and Adomah-Afari, Augustine

Abstract

Objective: The study assessed the association between predisposing, enabling and need factors on utilization of healthcare services by the elderly attending the Korle-Bu Teaching Hospital. Methods: The study was a descriptive cross-sectional survey using a mixed method approach. Simple random sampling was used to sample three hundred and sixty-one elderly patients from seven (7) Out-Patient Departments in the Korle-Bu Teaching Hospital who responded to a structured questionnaire. Ordinal Logistic Regression was used to determine the association between the predisposing, enabling and need factors of the elderly and variables measuring utilization of healthcare. In the qualitative study, purposive and convenient samplings were used to select 76 elderly persons from the seven Out-Patient Departments of the hospital. Content analysis was used to analyze the voice recorded qualitative interview data and explained using an appropriate theory. Quantitative findings: The elderly who obtained above secondary school education were 0.49 times less likely to rate accessibility of healthcare on a higher scale compared with the elderly with pre-secondary education (OR=0.49, 95% CL; 0.28-0.85, p=0.11). The elderly who were beneficiaries of NHI were 0.42 times less likely (OR=0.42, 95% CI; 0.18-0.97) to rate accessibility of healthcare services on a higher scale compared with the elderly who were non-beneficiaries (p=0.042).  The elderly with multiple chronic conditions were 1.56 times more likely to rate the cost of healthcare on a higher scale compared with the elderly with one chronic condition (OR=1.56, 95% CI=1.04-2.34, p=0.03).  Qualitative findings: The elderly persons described the waiting time as long and stressful. They developed swollen feet and bodily pains due to the long waiting time. They clarified that the diagnostic investigation, medication and consultation fees were expensive, leading to postponement of their subsequent visits and deterioration of their

Published
2021

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