PERCEPTION AND SATISFACTION WITH HEALTH CARE SERVICES AMONG OUT-PATIENTS IN UNIVERSITY OF BENIN TEACHING HOSPITAL (UBTH), NIGERIA: A DESCRIPTIVE CROSS-SECTIONAL STUDY
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Abstract
Background: The need and demand for health care services is a constant part of our lives in the modern day world and both patients’ perception of and satisfaction with the quality of care they receive influence several aspects of how they interact with the health care system. With the backdrop of notable challenges facing the health care sector in our environment including being
overburdened by common communicable and non-communicable diseases, poor infrastructure, poor availability of personnel, under investment in the sector and a very high prevalence of out- of-pocket payments which may all contribute to poor satisfaction and perception of health care facilities Objectives: To assess the perception of and satisfaction with health services among out-patients in the University of Benin Teaching Hospital, Benin City in order to improve out-patients’ experience with health care services. Materials and Methods: A descriptive cross-sectional study design was utilized for this study. Three hundred and forty participants were selected using multi-stage sampling techniques. Data were collected using a structured interviewer-administered questionnaire comprising both
opened ended and closed questions. Data was analyzed using IBM SPSS version 25.0 and a p <0.05 was considered significant. Results: The mean age group of the respondents was 37.14 ± 12.38 years. Out of the total
respondents, 336 (98.8%) had good perception with UBTH out-patient services while 4 (1.2%) had poor perception with UBTH out-patient services. Three hundred and twenty three (95.0%) of them had good satisfaction while 17 (5.0%) had poor satisfaction with UBTH out-patient vii services. It was identified that religion and level of education were the significant factors affecting perception as their p value were < 0.05. Also, from the study religion, level of education, skill level and number of clinic visit were positively associated with satisfaction
regarding UBTH out-patient services.
Conclusion: Majority of the respondents had good perception and satisfaction about out- patient
services in UBTH. This is due to the attitude and behavior of the healthcare professionals which plays a significant role in out- patient satisfaction. The study demonstrated that individuals' religious affiliations, gender, level of education, and the frequency of clinic visits collectively contribute to shaping their experiences within the healthcare system.
overburdened by common communicable and non-communicable diseases, poor infrastructure, poor availability of personnel, under investment in the sector and a very high prevalence of out- of-pocket payments which may all contribute to poor satisfaction and perception of health care facilities Objectives: To assess the perception of and satisfaction with health services among out-patients in the University of Benin Teaching Hospital, Benin City in order to improve out-patients’ experience with health care services. Materials and Methods: A descriptive cross-sectional study design was utilized for this study. Three hundred and forty participants were selected using multi-stage sampling techniques. Data were collected using a structured interviewer-administered questionnaire comprising both
opened ended and closed questions. Data was analyzed using IBM SPSS version 25.0 and a p <0.05 was considered significant. Results: The mean age group of the respondents was 37.14 ± 12.38 years. Out of the total
respondents, 336 (98.8%) had good perception with UBTH out-patient services while 4 (1.2%) had poor perception with UBTH out-patient services. Three hundred and twenty three (95.0%) of them had good satisfaction while 17 (5.0%) had poor satisfaction with UBTH out-patient vii services. It was identified that religion and level of education were the significant factors affecting perception as their p value were < 0.05. Also, from the study religion, level of education, skill level and number of clinic visit were positively associated with satisfaction
regarding UBTH out-patient services.
Conclusion: Majority of the respondents had good perception and satisfaction about out- patient
services in UBTH. This is due to the attitude and behavior of the healthcare professionals which plays a significant role in out- patient satisfaction. The study demonstrated that individuals' religious affiliations, gender, level of education, and the frequency of clinic visits collectively contribute to shaping their experiences within the healthcare system.
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