ASSESSMENT OF FACTORS AFFECTING PATIENTS SATISFACTION IN OUTPATIENT DEPARTMENT IN GOVERNMENT HEALTH CARE INSTITUTIONS: THE CASE OF OROMIA HEALTH BUREAU HARAMAYA HOSPITAL, EAST HARARGHE ZONE, OROMIA REGION, ETHIOPIA

Abstract

Hospital is an important part of any health care system; they provide-curative care, transfer knowledge, and work as referral for patients. To achieve service excellence, hospital requires continuous efforts to improve quality of the service delivery/distribution system. Patients’ satisfaction surveys are essential in obtaining a comprehensive understanding of the patients‟ need and their opinion of the service received. They are vital tool in evaluating the quality of healthcare delivery service in the hospital. The purpose of this study is to assess the level of patients‟ satisfaction and the factors that affect patients‟ satisfaction in outpatient department (OPD) of Oromia Health Bureau Haramaya Hospital, East Hararghe Zone, Oromia Region, Ethiopia. The sample size was 210 patients and was selected using simple random sampling technique. The collected data were analyzed using descriptive statistics and Ordinary Least Squares (OLS) regression model. Descriptive results show that the average patients‟ satisfaction index with the services and accessibility of the hospital is 50% falling in the medium satisfaction level. The OLS results show that marital status, educational status, occupation, residential place, registrations‟ services, physicians‟ services, nurses‟ services, laboratory services and service procedure were statistically significant factors affecting patients‟ satisfaction with the OPDs of the hospital. Policy makers, regional health bureau, hospital managers, caregivers, and concerned bodies should plan and work together to keep track of patients satisfaction and should also focus on the above mentioned factors to improve the quality of services rendered to its patients in Haramaya hospital. Areas patients are dissatisfied should also improve.