Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia

Desalegn Ararso Garoma; Worku Dugassa Girsha; Abebe Megerso Adlo; Sileshi Garoma Abaya

doi:doi:10.11648/j.hep.20170202.16

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Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia

Desalegn Ararso Garoma, Worku Dugassa Girsha, Abebe Megerso Adlo, Sileshi Garoma Abaya

Published in International Journal of Health Economics and Policy (Volume 2, Issue 2)

Received: 11 January 2017 Accepted: 3 February 2017 Published: 1 March 2017

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Abstract

Probing client satisfaction for the hospital service being given is an important tool to improve the quality of health care and patient health. How-ever; there has been little emphasis and no systematic way of evidence generation of the views of those using the out-patient clinic in our set-ups. Therefore, the aim of this study was to determine the client’s satisfaction and factors affecting it at the out-patient clinic of Adama Hospital Medical College, Ethiopia. A crossectional study design was conducted and 422 outpatient clients were selected by systematic random sampling for an exit interview. The client satisfaction was sub-optimal at certain OPD service areas, for-instance, only 65% and 69% of the OPD clients were satisfied with the availability of the prescribed drugs and the requested laboratory tests respectively. Only 47.4%, of the clients were satisfied with the availability of signs towards the OPD and 58.4% were satisfied at the record room, to get their folders. Clients perceived availability of the prescribed drugs and the requested laboratory tests, signs towards the OPD, getting their folders, were the strongest predictors of client satisfaction at OPD service of Adama Hospital Medical College. Therefore, the administrative and technical staff needs to act on the identified gaps at the outpatient department.

Published in	International Journal of Health Economics and Policy (Volume 2, Issue 2)
DOI	10.11648/j.hep.20170202.16
Page(s)	82-85
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2017. Published by Science Publishing Group

Keywords

Client Satisfaction, Outpatient Department, Ethiopia

References

[1]	Federal Ministry of Health of Ethiopia, Ethiopian Hospital Reform Implementation Guideline (EHRIG II), Addis Ababa: Ethiopia 2010.
[2]	Federal Ministry of Health of Ethiopia, Ethiopian Hospital Reform Implementation Guideline (EHRIG I), Addis Ababa: Ethiopia, 2010.
[3]	National department of health, health system trust. Guide to Assessing Client Satisfaction at district hospital. South Africa, 2008.
[4]	Naidu A. Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 2009; 22 (4), 366-81.
[5]	Tayue T. Mirkuize W. Shimeles O. Determinants of patient satisfaction with outpatient health services at public and private hospitals in Addis Ababa, Ethiopia, Afr J Prim Health Care Fam Med. 2012; 4 (1): 384.
[6]	Fekadu A. Andualem M. and Yohannes H. Assessment of Clients' Satisfaction with Health Service Deliveries at Jimma University Specialized Hospital, Ethiop J Health Sciv. 21 (2); 2011 Jul.
[7]	Getu G. Sagaro, A. Worku Y. Mengistu M., Patients' Satisfaction and Associated Factors Among Outpatient Department at Wolaita Sodo University Teaching Hospital, Southern Ethiopia: A Cross Sectional Study, Science Journal of Clinical Medicine. Vol. 4, No. 5, 2015, pp. 109-116. doi: 10.11648/j.sjcm.20150405.16.
[8]	Abdrrahman S. Fitsum S. Genet G. Elsabet M. Meseret T. Messele A. Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: a cross-sectional study. BMC Health Services Research 2015 15: 229.
[9]	Prashant K. Supriya B. Sample size calculation, International Journal of Ayurveda Research, Int J Ayurveda Resv. 1 (1); Jan-Mar 2010.
[10]	Moazzam Ali, World Health Organization, Department of reproductive health, Sampling and sample size calculation, WHO, 2014.

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APA Style

Desalegn Ararso Garoma, Worku Dugassa Girsha, Abebe Megerso Adlo, Sileshi Garoma Abaya. (2017). Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia. International Journal of Health Economics and Policy, 2(2), 82-85. https://doi.org/10.11648/j.hep.20170202.16

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ACS Style

Desalegn Ararso Garoma; Worku Dugassa Girsha; Abebe Megerso Adlo; Sileshi Garoma Abaya. Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia. Int. J. Health Econ. Policy 2017, 2(2), 82-85. doi: 10.11648/j.hep.20170202.16

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AMA Style

Desalegn Ararso Garoma, Worku Dugassa Girsha, Abebe Megerso Adlo, Sileshi Garoma Abaya. Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia. Int J Health Econ Policy. 2017;2(2):82-85. doi: 10.11648/j.hep.20170202.16

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@article{10.11648/j.hep.20170202.16,
  author = {Desalegn Ararso Garoma and Worku Dugassa Girsha and Abebe Megerso Adlo and Sileshi Garoma Abaya},
  title = {Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia},
  journal = {International Journal of Health Economics and Policy},
  volume = {2},
  number = {2},
  pages = {82-85},
  doi = {10.11648/j.hep.20170202.16},
  url = {https://doi.org/10.11648/j.hep.20170202.16},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.hep.20170202.16},
  abstract = {Probing client satisfaction for the hospital service being given is an important tool to improve the quality of health care and patient health. How-ever; there has been little emphasis and no systematic way of evidence generation of the views of those using the out-patient clinic in our set-ups. Therefore, the aim of this study was to determine the client’s satisfaction and factors affecting it at the out-patient clinic of Adama Hospital Medical College, Ethiopia. A crossectional study design was conducted and 422 outpatient clients were selected by systematic random sampling for an exit interview. The client satisfaction was sub-optimal at certain OPD service areas, for-instance, only 65% and 69% of the OPD clients were satisfied with the availability of the prescribed drugs and the requested laboratory tests respectively. Only 47.4%, of the clients were satisfied with the availability of signs towards the OPD and 58.4% were satisfied at the record room, to get their folders. Clients perceived availability of the prescribed drugs and the requested laboratory tests, signs towards the OPD, getting their folders, were the strongest predictors of client satisfaction at OPD service of Adama Hospital Medical College. Therefore, the administrative and technical staff needs to act on the identified gaps at the outpatient department.},
 year = {2017}
}

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T1  - Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia
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VL  - 2
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Author Information

Desalegn Ararso Garoma

Technology Transfer & Research Translation Directorate-Ethiopia Public Health Institute, Addis Ababa, Ethiopia
Worku Dugassa Girsha

Departement of Public Health, Adama Hospital Medical College, Adama, Ethiopia
Abebe Megerso Adlo

Departement of Public Health, Adama Hospital Medical College, Adama, Ethiopia
Sileshi Garoma Abaya

Departement of Public Health, Adama Hospital Medical College, Adama, Ethiopia

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Plain Text BibTeX RIS

APA Style

Desalegn Ararso Garoma, Worku Dugassa Girsha, Abebe Megerso Adlo, Sileshi Garoma Abaya. (2017). Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia. International Journal of Health Economics and Policy, 2(2), 82-85. https://doi.org/10.11648/j.hep.20170202.16

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ACS Style

Desalegn Ararso Garoma; Worku Dugassa Girsha; Abebe Megerso Adlo; Sileshi Garoma Abaya. Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia. Int. J. Health Econ. Policy 2017, 2(2), 82-85. doi: 10.11648/j.hep.20170202.16

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AMA Style

Desalegn Ararso Garoma, Worku Dugassa Girsha, Abebe Megerso Adlo, Sileshi Garoma Abaya. Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia. Int J Health Econ Policy. 2017;2(2):82-85. doi: 10.11648/j.hep.20170202.16

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@article{10.11648/j.hep.20170202.16,
  author = {Desalegn Ararso Garoma and Worku Dugassa Girsha and Abebe Megerso Adlo and Sileshi Garoma Abaya},
  title = {Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia},
  journal = {International Journal of Health Economics and Policy},
  volume = {2},
  number = {2},
  pages = {82-85},
  doi = {10.11648/j.hep.20170202.16},
  url = {https://doi.org/10.11648/j.hep.20170202.16},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.hep.20170202.16},
  abstract = {Probing client satisfaction for the hospital service being given is an important tool to improve the quality of health care and patient health. How-ever; there has been little emphasis and no systematic way of evidence generation of the views of those using the out-patient clinic in our set-ups. Therefore, the aim of this study was to determine the client’s satisfaction and factors affecting it at the out-patient clinic of Adama Hospital Medical College, Ethiopia. A crossectional study design was conducted and 422 outpatient clients were selected by systematic random sampling for an exit interview. The client satisfaction was sub-optimal at certain OPD service areas, for-instance, only 65% and 69% of the OPD clients were satisfied with the availability of the prescribed drugs and the requested laboratory tests respectively. Only 47.4%, of the clients were satisfied with the availability of signs towards the OPD and 58.4% were satisfied at the record room, to get their folders. Clients perceived availability of the prescribed drugs and the requested laboratory tests, signs towards the OPD, getting their folders, were the strongest predictors of client satisfaction at OPD service of Adama Hospital Medical College. Therefore, the administrative and technical staff needs to act on the identified gaps at the outpatient department.},
 year = {2017}
}

Copy | Download

TY  - JOUR
T1  - Client Satisfaction and Factors Affecting It, at Outpatient Department of Adama Hospital Medical College, Oromia Region, Ethiopia
AU  - Desalegn Ararso Garoma
AU  - Worku Dugassa Girsha
AU  - Abebe Megerso Adlo
AU  - Sileshi Garoma Abaya
Y1  - 2017/03/01
PY  - 2017
N1  - https://doi.org/10.11648/j.hep.20170202.16
DO  - 10.11648/j.hep.20170202.16
T2  - International Journal of Health Economics and Policy
JF  - International Journal of Health Economics and Policy
JO  - International Journal of Health Economics and Policy
SP  - 82
EP  - 85
PB  - Science Publishing Group
SN  - 2578-9309
UR  - https://doi.org/10.11648/j.hep.20170202.16
AB  - Probing client satisfaction for the hospital service being given is an important tool to improve the quality of health care and patient health. How-ever; there has been little emphasis and no systematic way of evidence generation of the views of those using the out-patient clinic in our set-ups. Therefore, the aim of this study was to determine the client’s satisfaction and factors affecting it at the out-patient clinic of Adama Hospital Medical College, Ethiopia. A crossectional study design was conducted and 422 outpatient clients were selected by systematic random sampling for an exit interview. The client satisfaction was sub-optimal at certain OPD service areas, for-instance, only 65% and 69% of the OPD clients were satisfied with the availability of the prescribed drugs and the requested laboratory tests respectively. Only 47.4%, of the clients were satisfied with the availability of signs towards the OPD and 58.4% were satisfied at the record room, to get their folders. Clients perceived availability of the prescribed drugs and the requested laboratory tests, signs towards the OPD, getting their folders, were the strongest predictors of client satisfaction at OPD service of Adama Hospital Medical College. Therefore, the administrative and technical staff needs to act on the identified gaps at the outpatient department.
VL  - 2
IS  - 2
ER  -

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