EFFECT OF X-RAY EQUIPMENT DOWNTIME ON PATIENTS SATISFACTION IN A TERTIARY INSTITUTION IN BENIN CITY
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Abstract
X-ray imaging is crucial in diagnosis and treatment planning but the failure of equipment to deliver services efficiently is major challenge to service delivery in most of the developing healthcare systems. This paper evaluated the causes, incidence and outcome of X-ray equipment down times on patient satisfaction at a tertiary hospital in Benin City. This was a descriptive cross-sectional study, in which 200 patients were surveyed by use of a structured questionnaire. Descriptive statistics and Chi-square tests at 0.05 level of significance were used to analyze the data. The results showed that poor maintenance was rated as the significant reason to the downtime, and 74 percent of the participants indicated that the equipment failure was common. Frequently, over half of the patients (56%) had waited because of machine failure, and downtime was found to have a significant negative impact on the flow of patients, the waiting time, and the delay of treatment. The patient effect was high as most patients highlighted discontentment, anxiety, and having to revisit another day because of cancelled appointments. The chi-square findings indicated that there was a statistically significant correlation between equipment downtime and delayed care (kh2 = 92.45, df = 16, p < 0.0001), which confirmed the fact that equipment downtime adversely impacts on service quality and patient satisfaction. The researcher makes the conclusion that the direct impact of X-ray equipments downtime on patient care and satisfaction in UBTH is negative. It suggests that preventive maintenance schedules, quick-response technical support and better communication with patients during a service interruption be implemented. Improving equipment management practices will improve continuity of service delivery, decrease patient dissatisfaction, and boost the general efficiency of diagnostic services in tertiary health institutions.
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