Thesis (MPH.) -- University of Limpopo, 2021 / Background:Patient satisfaction is an important means of measuring the effectiveness of
health care delivery and medical care. Patient satisfaction provides a picture of the extent to
which the general health care needs of the patient provided by health care professionals are
met to the satisfaction of the patient. Administration of patient satisfaction surveys provide
an opportunity to identify and resolve potential problems before they become serious.
Enhancing quality of service delivery in public health facilities is a prerequisite for the
increased utilisation and sustainability of health care services to the population. The aim of
the study was to investigate the level of patient satisfaction regarding service delivery
provided by the doctors and nurses at a hospital in Botswana.
Purpose:The study’s aim was to investigate the level of patient satisfaction regarding
service delivery at a hospital in Botswana.
Methods:Aquantitative approach using a self-administered structured questionnaire to
collect data regarding patient satisfaction regarding service delivery at hospital was used.A
consecutive sampling technique was used to select patients who fulfilled the study’s
inclusion criteria. A sample size of 360 patients was required for the study, which was
calculated based on the Taro Yamane formula. Data was analysed using SPSS version V.21.0.
Results:The mean age of the outpatients was 38.5(SD ±15.6) years while,for the
inpatients, the mean agewas 33.3(SD±12.4) years. The greater proportion of respondents
in both groups was females. Nearly half (47%) of the outpatients were employed, whereas
more than half (53%) of the inpatients were unemployed. The majority of the participants
had a low level of education. The mean satisfaction level was 58.9 (SD±7.9)for outpatients,
while for in patients, the mean satisfaction level was 70.3 (SD±12.5). A large proportion
(65%) of the outpatients were satisfied compared to the inpatients (54%), however, the
results were not statistically significant (p>0.05). There was no statistically significant
relationship between the age, gender, employment status, level of education of the
outpatients and their level of satisfaction. For inpatient variables, age, gender, and level of
education were not associated with level of satisfaction (p>0.05).
Conclusion: Inconclusion, regardless of the fact that certain aspects of care provided a t this
hospital were unsatisfactory, the results of the present study revealed that, overall,more
than half of the patients were satisfied with the inpatients and outpatient aspects of the
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care they were provided.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:ul/oai:ulspace.ul.ac.za:10386/3818 |
| Date | January 2021 |
| Creators | Khuwa, Zibo Kitso |
| Contributors | Matlala, S. F., Ntuli, T. S. |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | xiv, 68 leaves |
| Relation |
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