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BACKGROUND: Patients/ health care seekers usually have expectations of their own as to
what the quality of health care that they are going to receive at a health care centre is/ should be,
which more often than not is what determines whether or not they are going to be satisfied. This
study aimed at determining the level of satisfaction of patients with the quality of health care at
the KCMC Obstetrics and Gynaecology Out-patient Clinic.
OBJECTIVES: To determine patients’ level of satisfaction with health services at the Obstetrics
and Gynaecology out-patient department (OPD) clinic of the Kilimanjaro Christian Medical
Centre (KCMC), Tanzania.
METHODOLOGY: A cross sectional study was conducted at the KCMC Obstetrics and
Gynaecology Out-patient department clinic. Participants were selected using systematic
sampling technique, and data was collected by entry and exit interviews using structured
questionnaires (SERVQUAL questionnaires). Data collected was analyzed using the Statistical
Package for Social Sciences (SPSS) program and is presented herein in percentages using charts
and tables.
RESULTS
57 respondents were interviewed in the study. The mean overall mean satisfaction gap for The
Obstetrics and Gynaecology OPD of KCMC Hospital was -16.6 (±20.5). The overall mean gap
between perception and expectation ranged between -77 and 33. The overall level of satisfaction
was 21.1%. As for the association between patients’ level of satisfaction with their sociodemographic
characteristics, only Occupation was found to be statistically significant (Mean gap
11.2, 95% CI (-1.5, 24), p-value = 0.011). The Mean gap scores for all domains were -2.3 for
Reliability, -6.5 for Responsiveness, -1.2 for Tangibles, -3.3 for Assurance and -3.2 for Empathy.
CONCLUSION
Respondents generally expressed dissatisfaction with health care services (the level of
satisfaction is 21.1%). The negative mean gap score and negative mean scores for domains also
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concurred with the overall level of dissatisfaction by respondents as their expectations surpassed
their perception of the quality of service.
RECOMMENDATIONS
The hospital administration should work on improving the quality of care given at KCMC
Obstetrics and Gynaecology OPD. Health care workers should also do their tasks as required,
and act with empathy and respect towards patients. |
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