Abstract

ASSESSMENT OF IN-PATIENTS’ SATISFACTION WITH THE QUALITY OF HEALTH CARE SERVICES PROVIDED IN SOBA UNIVERISTY TEACHING HOSPITAL, KHARTOUM, SUDAN

Fatima Ismail Hussein Badri and *Kamal Addin Mohammad Ahmad Idris

Abstract

Background: Study of hospitalized Patients` satisfaction with provided healthcare services adds an important dimension and information on the performance of the health providers. Therefore contributing to the assessment and future improvement of the quality management of the health services. Objective: This study aimed at assessing patients` satisfaction with quality of health care services in Soba University Public Teaching Hospital, Sudan. Materials and Methods: A descriptive cross sectional questionnaire based study was carried out from April 2017 to June 2017 at the in-patient wards of three medical departments (surgery, gynecology and obstetrics and general medicine). Sample size (201) included all patients in the wards of those three medical departments. Data were collected using pretested pre-structured interviewer administered questionnaire, of 29 questions. Respondent patients' satisfaction item was scored with Likert scale of three points. Patients who scored 80-100% were rated as having excellent satisfaction, 70-79% very good, 60-69% good and 50-59% fair and < 50% poor satisfaction. Results: Response rate was 100%. Respondents‟ satisfaction with doctors‟, nurse, medical laboratory investigation and pharmacy services were 93%, 84%, 58% and (11%), respectively. Overall average satisfaction was 85%. Respondents' marital status, being hospitalized in the last five years and having previous information about their diseases showed significant correlation with respondents` satisfaction with doctors services, (p=0.046, 0.002 and 0.04) respectively. Respondents' gender showed significant correlation of satisfaction with nurse and pharmacy services (p=0.01, 0.05), respectively. Conclusion: Respondents' satisfaction with health services was excellent. Satisfaction with medical laboratories investigation and pharmacy services were unsatisfactory and need improvement.

Keywords: Patients, Satisfaction, Soba hospital, Services, Sudan.