Abstract:
Introduction
Patient satisfaction surveys are essential in obtaining a comprehensive understanding of the
patient‟s need and their opinion of the service received. It is a vital tool in evaluating the quality
of healthcare delivery service in hospital. Patient satisfaction that constitutes an important
dimension of quality care and patients‟ outcomes, complementing measures of institutional
performance and clinical outcome have proven to be a valuable, relatively cheap and
conventional way to assess the provision of quality care to patients.
Objective: To assess the determinants of Outpatients‟ satisfaction with the health care services
provided by Degahbur Hospital, Somali region from March 1 to 30, 2017.
Methodology: Hospital based cross-sectional study was conducted from March 1 to 30, 2017.
Systematic random sampling techniques were employed for the hospital Outpatients to get the
sample size of 422 participants. A pre-structured questionnaire was used for data collection. Pre
test of 30 patient selected outside the actual study area was conducted by the trained data
collectors. Data was edited, coded, cleared and double entered using EPIDATA 3.02 and later
exported to SPSS version 16 for analysis. Bivariate and multivariate analysis was conducted to
check the associations between outcome variable and explanatory variables using binary logistic
regression model.
Result: out of the total 422 patient selected, 415 (98.3%) have responded to the interviews. From
the 415 study participants 268 (64.4%) were satisfied the received services of the hospital.
Quality of care (AOR= 0. 214, 95% CI (0.124, 0.357)), and (AOR = 0.304, 95% CI (0.104,
0.894)), waiting time (AOR = 0.239, 95% CI (0/127, 0.453)) and physicians service (AOR =
1.983 0.497, 95% CI (1.217, 3.233)) were independent predictors on patient satisfaction.
Conclusion and Recommendation: the overall patient satisfaction (64.6%) computed from the
different components of health care delivered at the outpatient of the hospital is lower as
compared with national targets for public hospitals of Ethiopia. Hospital based regular
Continuous quality improvement or clinical audit should be established.
