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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/13237

Title: Factors Affecting Quality of Health Services and Patient Satisfaction in Selected Health Facilities in Pokuase Submunicipality.
Authors: Cromwell, Felix
Okyere, Paul
Keywords: Quality of health services,
Patient satisfaction,
Health facilities.
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 11 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 providers. 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.
URI: http://hdl.handle.net/123456789/13237
Appears in Collections:College of Health Sciences

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