Patients' Perceptions and Satisfaction with Outpatient Healthcare Services in a Public Healthcare Facility: Results from a Patient Exit Survey in Ghana

Abstract

Introduction: Patient satisfaction is commonly used as an indicator to measure the quality of healthcare. It embodies the patient's perceived needs, expectations, and experience of healthcare. The aim of this study was to assess patients’ perceptions and satisfaction with outpatient healthcare services at the Tamale Central Hospital in Northern Ghana. Methods: This was a cross-sectional study conducted at the outpatient department (OPD) of Tamale Central Hospital in the Northern Region of Ghana. Purposive and convenient sampling methods were used to sample 385 outpatients. Exit interviews were conducted with a three-point Likert scale questionnaire. Chi-square test was used to assess the association between the overall satisfaction level and socio-demographic characteristics of the patients. Results: Most, 169(44.9%), of the patients were in the age range of 18-30 years. The majority of the patients were satisfied with the physical environment at the OPD (n=293, 77.9%). The second highest satisfaction level was with provider interpersonal skills (n=216, 57.5%). However, only 42.3% of the patents were satisfied with the waiting and consultation times measured in this study. The overall patient satisfaction level based on the three domains measured in this study was 61.2%. The results demonstrated a statistically significant association between the overall satisfaction level and patient’s age (x2=17.2038, p=.001), marital status (x2=3.9209, p=.048), and educational level (x2=7.5089, p=.023). Conclusion: Patients' satisfaction with outpatient healthcare services in the hospital could improve if the management of the hospital implemented interventions to minimise patient waiting time and improve the patient-provider relationship. Improved provider-patient ratio and proper filing of patients’ medical records could decrease patient waiting time at the hospital. Furthermore, we recommend in-service training and seminars on patient-provider relationship to enrich provider interpersonal skills as this have the potential to upsurge treatment compliance and improve health outcomes of patients.