BACKGROUND:Patient satisfaction, one of the main components of quality of care, is a crucial phenomenon for the overall health care delivery system. Even though a number of studies have been conducted about patient satisfaction in different health services, studies in radiology services are flimsy in Ethiopia. This study aimed at assessing patient satisfaction towards radiological service and associated factors in Hawassa University Teaching and Referral hospital. METHODS:An institution based cross-sectional study was conducted among 321 adult patients presented for radiological service in the study area using stratified sampling technique. Patient satisfaction was measured using SERVQUAL (Service Quality) tool that consisted of seven items: accessibility, quality of radiological service, courtesy of radiology staff, existence of good communication with service provider and desk worker, physical environment and privacy technique. Exit interviews of patients were conducted using a structured and pretested questionnaire. Data was collected by three grade ten completed trained data collectors from May 12 to May 28, 2016. Multiple logistic regressions were used to identify independent factors associated with patient satisfaction on radiological services using SPSS version 21. RESULTS:The overall patient satisfaction towards radiological service was 71.6%. Satisfaction to accessibility of the service was 84.5% while it was 80.6% to courtesy of the staff. Similarly, 81.6% reported satisfied with quality of the service and 59.4% and 71% of reported satisfied with physical environment and radiological service provider respectively. On the other hand, 99.7% of the respondents were dissatisfied with privacy of the service. The study revealed that patients who attended primary school (AOR = 0.317, 95% CI: 0.11-0.88), unemployed patients (AOR = 0.067, 95% CI: 0.007-0.622) and patients who had short waiting time to enter into examination room less than one hour (AOR = 4.12, 95% CI: 1.4-11.62) were factors associated with patients satisfaction. CONCLUSION:This study found that majority of respondents was satisfied with the radiological services. Respondent's education level, occupation as well as duration of time taken to enter into examination room were important factors influencing the satisfaction condition. Hence, concerted effort is needed to constantly improve on patient satisfaction to better radiology returns arising from improved patient patronage. It is recommended to give great care and attention to clients during radiological examination procedure and also suggested that the department should decrease time taken to enter into examination room. On the other hand, the reasons behind more educated clients were less satisfied with radiologic service than more educated respondents need further investigation.

译文

背景:患者满意度是医疗质量的主要组成部分之一,是整个医疗服务体系中的关键现象。即使在不同的卫生服务机构中进行了许多有关患者满意度的研究,但在埃塞俄比亚,放射科的研究仍然很薄弱。这项研究旨在评估霍瓦萨大学教学与转诊医院对放射服务及相关因素的患者满意度。
方法:采用分层抽样技术,对研究区的321名成年放射科成年患者进行了基于机构的横断面研究。使用SERVQUAL(服务质量)工具测量患者满意度,该工具包括七个项目:可访问性,放射线服务质量,放射线人员的礼貌,与服务提供者和服务台工作人员的良好沟通,身体环境和隐私技术。使用结构化且经过预先测试的问卷对患者进行出站采访。数据由2016年5月12日至2016年5月28日由三个十位完成培训的十年级数据收集者收集。使用Logistic回归分析使用SPSS 21版使用放射线回归确定与患者对放射服务的满意度相关的独立因素。
结果:患者对放射科服务的总体满意度为71.6%。对该服务的可访问性满意度为84.5%,而工作人员的礼貌满意度为80.6%。同样,分别对服务质量表示满意的有81.6%,对物理环境和放射服务提供者表示满意的有59.4%和71%。另一方面,有99.7%的受访者对服务的私密性不满意。研究显示,上小学的患者(AOR = 0.317,95%CI:0.11-0.88),失业的患者(AOR = 0.067,95%CI:0.007-0.622)和等待时间短的患者进入考场少于一小时(AOR = 4.12,95%CI:1.4-11.62)是与患者满意度相关的因素。
结论:本研究发现大多数受访者对放射学服务感到满意。受访者的文化程度,职业以及进入考场的时间是影响满意度的重要因素。因此,需要共同努力以不断提高患者的满意度,以改善患者的光顾,从而获得更好的放射学回报。建议在放射检查过程中要格外注意和照顾客户,并建议部门减少进入检查室的时间。另一方面,受过良好教育的客户对放射线服务的满意度低于对受过教育的受访者的满意度,这是需要进一步调查的原因。

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