Patients’ satisfaction and associated factors among private wing and regular services of the outpatient department in Addis Ababa public hospitals, Addis Ababa, Ethiopia

Demiss Mulatu Geberu¹, Tsegaye G/medhin ¹, Gahaw Andargie Biks¹

¹Department of Health Service Management and Health Economics, College of Medicine and Health Sciences, University of Gondar, Gondar, Ethiopia

^*corresponding author

Demiss Mulatu Geberu

Email addresses:

DMG: demissma1623@gmail.com

TGM: tsegishg27@gmail.com

GAB: gashawab@gmail.com

Postal address: P.O. Box 196, Gondar, Ethiopia

Background: Patient satisfaction is one of the established yardsticks to measure the success of the services being provided in the healthcare services. Since health care system is changing globally and it is a competitive world, studying what satisfies patient repeatedly is important for providers to fill their gap.

Objective: To assess patients’ satisfaction and associated factors among private wing and regular services of adult outpatient departments in Addis Ababa public hospitals, Addis Ababa, Ethiopia, 2018.

Method: Institution based comparative cross-sectional study was conducted from March to April 2108. A total of 955 patients above the age of 18 years enrolled both in the private wing and regular outpatient departments during the study period were interviewed by using interviewer-administered structured questionnaire. The study participants were selected by using systematic random sampling. The data were analyzed by logistic regression using a 95% confidence level and P-value less than 0.05 and multivariable analysis models were used to identify the associated factors.

Result: The overall patients’ satisfaction was 89.3% at 95 % CI (87.2 -91.2). At regular and private wing outpatient departments it was 88.3 % at 95 % CI (85.4 - 91.2) and 90.4 % at 95 % CI (87.6 - 93), respectively. The overall  patients’ satisfaction was affected by sex (AOR: 2.03, 95% CI (1.06,3.88)), waiting time (AOR:0.36,95% CI (0.15,0.87)), information on the prevention of recurrent illness (AOR:2.38,95% CI (1.09,5.23)), information gained on drug use and side effects (AOR:0.43,95% CI (0.20,0.90)). At regular services it was affected by sex (AOR:7.78,95% CI (2.89,20.93)), waiting time (AOR:0.22,95% CI (0.07,0.73)), information on the prevention of recurrent illness (AOR:14.16,95% CI (4.58,43.83)) and information gained on drug use and side effects (AOR:0.22,95% CI (0.08,0.63)). At private wing it was affected by age (AOR: 2.04, 95%CI (2.03, 148.15), educational status (AOR: 4.69, 95%CI (1.04, 21.26)), availability of drugs (AOR: 0.14, 95% CI (0.04, 0.58)) and accessibility of latrine (AOR: 6.56, 95% CI (1.16, 37.11).

Conclusion and recommendation:

The percentage of patients’ satisfaction with healthcare services delivered at regular and private wing adult outpatient department of the hospital was not statistically different. Therefore, it is better if the government should investigate the implementation of private wing outpatient department services.

Keywords: Patients’ satisfaction, private wing, regular services, OPD, Addis Ababa