ASSESSMENT OF PATIENT’S SATISFACTION AND HEALTHCARE SERVICES RENDEREND AT GENERAL OUT-PATIENT DEPARTMENT AT UNIVERSITY OF MEDICAL SCIENCES TEACHING HOSPIATL, AKURE ONDO STATE
Abstract
Abstract
This study assesses patient satisfaction with healthcare services at the General Outpatient Department (GOPD) of the University of Medical Sciences Teaching Hospital (UNIMEDTH), Akure, Ondo State, Nigeria. The primary objective was to evaluate satisfaction levels, identify administrative loopholes, and determine factors influencing patient satisfaction to provide evidence-based recommendations for service improvement. The study addresses critical gaps in understanding patient experiences in Nigerian outpatient settings, emphasizing the role of service quality in fostering trust and loyalty.
A cross-sectional descriptive research design was employed, utilizing systematic random sampling to select 169 respondents from a weekly GOPD attendance of 302 patients. A structured questionnaire was administered to 169 patients, with all 169 questionnaires retrieved, yielding a 100% response rate. Data were analyzed using the Statistical Package for the Social Sciences (SPSS) version 21, employing descriptive statistics (frequencies, percentages, means, standard deviations) to summarize responses and inferential statistics to identify patterns.
The results revealed moderate to high satisfaction, with 76.9% of respondents satisfied with facility cleanliness and 75.1% with privacy. However, only 51.5% found waiting times reasonable, and 50.9% were satisfied with billing processes. Long waiting times (63.3%) and slow record retrieval (55.6%) were major loopholes, while staff attitude (77.5%) and a clean environment (78.1%) significantly influenced satisfaction.
In conclusion, while patients are generally satisfied with GOPD services, administrative inefficiencies and resource shortages detract from the experience. Recommendations include implementing digital queue management, upgrading record systems, and enhancing staff training to improve communication and professionalism, thereby aligning services with patient expectations and enhancing healthcare quality.
Keywords: Patient satisfaction, outpatient services, healthcare quality, service delivery, administrative efficiency, waiting time, staff attitude, UNIMEDTH, Nigeria, hospital management.
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