Patient satisfaction and associated factors among psychiatry outpatients of St Paulo's Hospital, Ethiopia

Abstract

Background: Patient satisfaction with mental healthcare service is recognised as an important integral part of measuring the outcomes and performance of clinical service delivery. It is not well studied in Ethiopia. Therefore, it is essential to improve service in the future.

Aims: To assess patient satisfaction and associated factors among psychiatry outpatients at St. Paulo's Hospital Millennium Medical College, Addis Ababa, Ethiopia.

Methods: An institutional-based cross-sectional study was conducted with consecutive sampling technique from May to June 2018. Data were collected using a Client Satisfaction Questionnaire (CSQ-8). Both bivariate and multivariate ordinal logistic regression analyses were used. Variables with p value <0.05 at multivariate analysis were considered statistically significant.

Results: A total of 589 participants were enrolled with a response rate of 98.2%. In regard to the magnitude of patient satisfaction, 50.3% (95% CI 46.0 to 54.2) were highly satisfied, 31.0% (95% CI 27.2 to 34.8) were satisfied, and 18.7% (95% CI 15.4 to 22.1) were dissatisfied. Male sex (adjusted OR (AOR) 2.30, 95% CI 1.57 to 3.36), inability to read and write (AOR 2.23, 95% CI 1.10 to 4.66), being unemployed (AOR 1.69, 95% CI 1.15 to 2.47), obtaining services for free (AOR 1.57, 95% CI 1.11 to 2.22), and availability of medication (AOR 1.62, 95% CI 1.13 to 2.23) were significantly associated with patient satisfaction.

Conclusions: The study showed that further improvements in patient satisfaction are required. Male sex, inability to read and write, being unemployed, obtaining services free of charge, and availability of medication were significantly associated with patient satisfaction. More than half of the participants were dissatisfied with the waiting time to receive services. The provision of services within a reasonable timeframe and meeting patient expectations are helpful for good health outcomes.

Keywords: Dissatisfaction; Ethiopia; Outpatients; Psychiatry; Satisfaction.

Figure 1

Schematic presentation of the sampling technique of psychiatry outpatients’ services of St Paulo’s Hospital Millennium Medical College, Addis Ababa, Ethiopia, 2018 (n=589).

Figure 2

Prevalence of mental illnesses at psychiatry outpatients’ services, St Paulo’s Hospital Millennium Medical College, Addis Ababa, Ethiopia, 2018 (n=589). Others: post-traumatic stress disorder, delusional disorder and somatization.