Thesis (MA)--Stellenbosch University, 1999. / ENGLISH ABSTRACT: There is no standardised instrument available in South Africa to measure patient satisfaction
with antenatal care. The measurement of patient satisfaction is especially important after the
implementation of a free antenatal care service in the South African health system.
The purpose of this study was to develop and validate an appropriate scale to measure patient
satisfaction. Several methods to measure patient satisfaction are described in the literature. A
questionnaire was developed for the Tygerberg Hospital patients. This questionnaire was tested
in 200 antenatal patients through a structured interview.
The importance of cross-cultural research is emphasised in the validation of the measuring
instrument. Factor analysis was used to validate the instrument. This showed that a single factor
accounted for most of the total variance. All the items had to do with the process of antenatal
care.
The findings of this survey showed the following:
• One cannot use overseas measuring instruments without adjusting for cross-cultural
differences.
• The patient satisfaction score is negatively skewed with a high mean.
• Social desirability response sets may play an important role in these questionnaires.
• There is a statistically significant difference in patient satisfaction with antenatal care
between the different antenatal clinics, even after controlling for socio-demographic
differences.
• That the satisfaction score is a reflection of the service rendered to the patient and not of the
socio-demographic differences.
This research identified the difficulties of developing a standardised instrument to measure
patient satisfaction with antenatal care and opens the way for future research into patient
satisfaction with medical services. / AFRIKAANSE OPSOMMING: Daar is geen gestandaardiseerde meetinstrument om pasiente se tevredenheid met
voorgeboortesorg in Suid Afrika te bepaal nie. Die noodsaaklikheid van die bepaling van
tevredenheid met voorgeboortesorg het nou belangriker geword nadat 'n stelsel van gratis
voorgeboortesorg in Suid-Afrika gei"mplementeer is.
Die doel van hierdie navorsing was om 'n skaal te ontwikkel om pasiente se tevredenheid met
voorgeboortesorg te bepaal en om die geldigheid van hierdie meetinstrument plaaslik te toets. In
die literatuur is daar verskeie metodes om pasiente se tevredenheid te bepaal. 'n Vraelys is
ontwikkel vir Tygerberg Hospitaal se voorgeboorte pasiente. Hierdie vraelys is getoets by 200
pasiente in die voorgeboorte klinieke in Tygerberg Hospitaal deur middel van 'n gestruktureerde
onderhoud.
In die geldigheidsbepaling van die meetinstrument 1s die belangrikheid van kruiskulturele
navorsing beklemtoon. Faktoranalise is gebruik vir die bepaling van geldigheid. Met
faktoranalise is aangetoon dat een onderliggende faktor, naamlik die voorgeboortesorgsisteem,
pasiente se tevredenheid verklaar.
Die bevindings in hierdie ondersoek het die volgende getoon:
• Dat aile meetinstrumente nie summier transkultureel toegepas kan word nie .
• Dat die tevredenheidsmeting van voorgeboortesorg 'n negatiewe skewe verspreiding het, met
'n hoe gemiddelde telling.
• Sosiaal-aanvaarbare antwoorde speel waarskynlik 'n groat rol in hierdie vraelyste.
• Dat daar 'n statistiese betekenisvolle verskil is in die tevredenheidsgraad van pasiente met
voorgeboortesorg tussen sommige klinieke; selfs nadat gekontroleer is vir sosiodemografiese
verskille tussen pasiente.
• Dat die tevredenheidsmeting 'n weerspieeling is van die diens gelewer aan die pasient, en nie
net 'n weerspieeling is van die pasient se sosio-demografiese verskille nie.
Hierdie navorsmg identifiseer die probleme met die opstel van 'n gestandaardiseerde
meetinstrument vir die bepaling van pasente se tevredenheid met voorgeboortesorg en baan die
weg vir verdere navorsing oor pasiente se tevredenheid met mediese dienste.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/95694 |
| Date | 03 1900 |
| Creators | Steyn, Petrus Schonken |
| Contributors | Mouton, J., University of Stellenbosch. Faculty of Health Sciences. Dept. of Obstetrics and Gynaecology. |
| Publisher | Stellenbosch : University of Stellenbosch |
| Source Sets | South African National ETD Portal |
| Language | en_ZA |
| Detected Language | English |
| Type | Thesis |
| Rights | Stellenbosch University |
Page generated in 0.0018 seconds