Thesis (MBA)--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: The aim of the study was to assess the adult patients' perception of the quality of care received,
following a visit to a doctor at Mthatha General Hospital Outpatients Department to establish
whether it meets the patients' expectations, and to derive recommendations to improve the quality
and assure that it is maintained.
A cross-sectional survey was used to obtain the relevant data. A structured interview questionnaire
was administered to a systemic sample of 204 adult patients attending the General Outpatients clinic
at Mthatha General Hospital after a consultation with a doctor. Data was gathered and analyzed on
the 204 patients' records using a Statistical package for Social sciences.
This study has revealed that most patients are female (59%), aged between 16 and 70 years, with
the majority in the 41 to 50 year age group. The majority of patients are unemployed (55.4%), with
grade 1-8 level of education, have presence of long-standing illness or disability (54.9%), and are
married (53.4%).
The patients' perception of the quality of care was positive. The interpersonal aspects of care was
judged by patients to be the most important, followed by technical aspects. Socio-demographic
influences on perception of care were significant in those patients with long-standing illness or
disability in respect of outcome aspects of care.
It is recommended that patients' perception of the care provided to them be periodically assessed to
ascertain if it meets their needs. / AFRIKAANSE OPSOMMING: Die doel van die studie was om die volwasse pasient se persepsie van die kwaliteit van
versorgingsdiens, soos ervaar na 'n besoek aan 'n dokter by die Mthatha Algemene Hospitaal
Buitepasiente Afdeling, te bepaal om gevolglik vas te stel of aan die pasient se verwagtinge voldoen
is en om aanbevelings hiervan af te lei om kwaliteit te verbeter en te verseker dat dit volgehou
word.
'n Deursnee peiling is gebruik om toepaslike data te bekom. 'n Gestruktureerde onderhoud-vraelys
is aan 'n sistemiese monster van 204 volwasse pasiente by die algemene buitepasiente kliniek van
die Mthatha Algemene Hospitaai gedoen na 'n besoek aan 'n dokter. Data uit die 204 pasienterekords
is versamel en analiseer deur middel van 'n statistiese pakket vir die sosiale wetenskappe.
Resultate toon dat die meerderheid pasiente vroulik (59%) en tussen 16 en 70 jaar oud is en
oorwegend in die 41 tot 50 jaar ouderdomsgroep val. Die meerderheid pasiente is werkloos
(55.4%), het 'n graad 1-8 vlak-opvoeding, vertoon met 'n langtermyn siekte toestand of
ongeskiktheid (54.9%) en is getroud (53.4%).
Die pasiente se persepsie van die kwaliteit van versorging was positief. Interpersoonlike aspekte
van versorging is deur pasiente as die belangrikste beskou, gevolg deur tegniese aspekte.
Sosiodemografiese invloede op die persepsie van uitkoms-verwante aspekte van versorging was
betekenisvol by pasiente met langtermyn siekte toestande of ongeskikthede.
Daar word aanbeveel dat pasiente se persepsie aangaande die versorging wat hulle ontvang
periodiek beoordeel word om vas te stel of aan hulle behoeftes voldoen word.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/8574 |
| Date | 03 1900 |
| Creators | Mayanja, Frederick James Lutwana Bugembe |
| Contributors | Mathur-Helm, Babita, University of Stellenbosch. Faculty of Economic and Management Sciences. Graduate School of Business. |
| Publisher | Stellenbosch : University of Stellenbosch |
| Source Sets | South African National ETD Portal |
| Language | en_ZA |
| Detected Language | Unknown |
| Type | Thesis |
| Rights | University of Stellenbosch |
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