The Influence of Healthcare Providers’ Attitude on Patients Satisfaction with Healthcare Services at Tier Three Hospitals of Mombasa County
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Date
2018-06-15
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Publisher
Health Systems Management Journal
Abstract
Introduction: Patient satisfaction with health care services is considered an important factor of quality health care. The provision of quality health care delivery especially in Kenya has often been attributed to inadequate knowledge and skills compounded by broader system failures and low staff numbers. The Mombasa County Referral Hospital has been rated below average on most of the service delivery attributes. The study assessed the influence of healthcare providers attitude on patient satisfaction with healthcare services received in Tier Three Hospitals in Mombasa County. Methods: This was a cross-sectional study design. Quantitative data was collected among 360 clients in the outpatient departments of three Tier Hospitals in Mombasa County. The sample population was determined using the Fishers formula and the sample was proportionally distributed. Face-to-face questionnaires were administered to the respondents and data was analyzed using SPSS version 23. Results: The study established that less than half 46.1% of the patients are generally satisfied with the healthcare service received in the Tier three hospitals in Mombasa County. Majority (70.8%) of respondents were satisfied with the way health providers explained and listened to them. Less than half (43.0%) of the respondents rated the level of healthcare providers’ attitude in the hospitals to be average, (57%) of the respondents said healthcare providers’ attitude affects the level of patient satisfaction with healthcare services to a large extent. Care and concern shown by healthcare providers affects the patients’ level of satisfaction and healthcare providers’ attitude towards the patients to great extents. The multiple regressions results indicate that all factors influencing patient satisfaction with health care services under investigation in this study that is healthcare workers technical skills (X1: β1 = .546, P < .001), care and concern of staff (X2: β2 = .442, P < .003) and dedication/commitment of staff (X3: β3 = .291, P < .009) are significant and positively influences patient satisfaction with healthcare services received in Tier Three Hospitals in Mombasa County. The constant (β0) is also positive and significant (β0 = .399, P < .001). Hence, this study found statistical and significant evidence that healthcare workers technical skills, care and concern and dedication and commitment factors, in a combined relationship, positively and significantly influence patient satisfaction with healthcare services received in Tier Three Hospital in Mombasa County. Recommendations: The hospital management should organize in-house staff training on positive customer care to change staff negative attitude in service delivery.
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Keywords
Healthcare providers attitude, Patient Satisfaction, Tier Three Hospitals, Mombasa County, Kenya