An Appraisal of the Quality of Outpatient Healthcare Services and Patients’ Satisfaction at a Nigerian Mission Health Facility

Abstract

The cardinal goal of the hospital is to provide quality healthcare services to the patients, which is measured by patient’s satisfaction. This study aimed to determine patients’ knowledge and satisfaction about the factors that contribute to quality of outpatients’ healthcare services, to determine whether socio-demographic factors have any effect on patient satisfaction and to determine the effect of educational intervention on their knowledge and satisfaction. A quasi-experimental study (in which before-after technique) was carried over six months period. Systematic sampling technique was used to recruit adult patients exiting the out-patient department of the hospital. A semi-structured, interviewer administered modified SERVQUAL questionnaire was used to assess satisfaction and knowledge, followed by educational intervention and subsequently post intervention assessment after two months. The data generated were analysed using SPSS software version, 26. Three hundred and fifty adult patients participated in the pre-intervention stage while 165 patients were interviewed post-intervention. The proportion of the participants who had good knowledge pre-intervention, was high (91.7%) while 88.3% were satisfied with the quality of healthcare services. The empathy domain had the highest mean score of 4.02 while the responsiveness domain had lowest mean score of 3.29. Post-intervention, the knowledge level improved from 91.7% to 95.2% and satisfaction improved from 88.3% to 96.2% with mean score of 4.14. Gender did not have any influence on the level of knowledge and satisfaction across the various domains. However, there was increased satisfaction among the older patients (≥50 years) which was statistically significant [Tangible domain (X2 = 22.621, P = 0.000)]. Educational intervention was effective in improving level of knowledge about the factors that influence quality of care and level of satisfaction with the quality of care received at the hospital. The hospital management needs to prioritize interventions to improve the responsiveness of the services provided in the hospital to improve the quality of service and enhance patients’ satisfaction.