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|Title: ||Factors Affecting Quality of Health Services and Patient Satisfaction in Selected Health Facilities in Pokuase Submunicipality.|
|Authors: ||Cromwell, Felix|
|Keywords: ||Quality of health services,|
|Issue Date: ||17-Nov-2020|
|Abstract: ||Background: Over the last couple of years, Ministry of Health, Ghana, has continuously strived
at improving quality of healthcare services and health care delivery patient centred in Ghana.
However, there remain challenges, especially in health centres. Quality of health services and
patient satisfaction are an important element in providing a health service. Assessing and
evaluating a health services based on user‟s perception are important for continuous
improvement of health services.
Objective: This study aimed to examine the factors affecting quality of health services and
patient satisfaction in selected community health facilities in Pokuase sub-municipality.
Subjects and Method: This was an analytic observational study with a cross-sectional design.
The study was conducted in one health facility in Pokuase sub-municipal, in July, 2019. A total
sample of 150 out-patient and in-patients participants were selected for the study by simple
random sampling and stratified random sampling in the health facility.
The dependent variables were quality of service and patient satisfaction. The independent
variables were socio- demographic characteristic of participants. The data were collected using
questionnaires and analysed with SPSS version 20 and Microsoft excel.
Results: The result showed that patients‟ satisfaction is influenced by a number of factors such
as attitudes of nurses toward patients, the capacity to deliver prompt service without wasting
time, ability to disseminate information to patients and the availability of up-to-date equipment.
The health facility‟s ability to render 24 hour service, response to emergency cases, providing
patients with detail information about their medication, and attractiveness and cleanliness of the
health facility among others constitute some of the factors that determined patients‟ satisfaction.
Quality in healthcare is a production of cooperation between the patient and the healthcare
provider in a supportive environment. Personal factors of the provider and the patient, and
factors pertaining to the healthcare organisation, healthcare system, and the broader environment
affect healthcare service quality. Healthcare quality can be improved by supportive visionary
leadership, proper planning, education and training, availability of resources, effective
management of resources, employees and processes, and collaboration and cooperation among
Conclusion: This study contributes to healthcare theory and practice by developing a conceptual
framework that provides, policy-makers and managers a practical understanding of factors that
affect healthcare service quality and patient satisfaction.|
|Description: ||A thesis submitted to the School of Public Health, College
of Health Sciences, in partial fulfilment of the requirements for
the Award of Bachelor of Public Health Degree, September, 2019.|
|Appears in Collections:||College of Health Sciences|
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