Assessment of patient satisfaction levels in a County Referral Hospital: A case of Busia County Referral Hospital

Abstract

In health care settings, excellence is measured in health outcomes and patient satisfaction. As part of monitoring and evaluation envisioned by health policy framework in Kenya, assessing patient satisfaction is one method. The study aim was to inform the strengthening of health service delivery. The objective of the study was to assess the level of service satisfaction of inpatients attending Busia County Referral Hospital. A descriptive cross-sectional design study was used. A 5-part questionnaire was administered to exiting in-patients at Busia County Referral Hospital. Data was coded and classified and analyzed using Statistical Package for Social Science version16.The patients' expectations before visiting the facility were high (41%) with very high (28%) and only 6%.and 9% of the respondents saying they had low and very low expectations. The procedures and practices that better health service delivery scored highly on the 5-point scale, with most patients giving importance to these procedures and being very satisfied. As regards to willingness of the patient to come back, 97% were willing to come back. There were key areas that the patients reported needing improvement including revision of the waiting time allocated at the point of services and review of the meal menu. The overall satisfaction was 44% very satisfied, 19% satisfied, and 38% neutral. Patients mostly satisfied with the increased number of physicians.