Satisfaction of Nigerian - Based Patients with Health Services: A Systematic Review

Background: We conducted a systematic review of patient satisfaction with health services in Nigeria. The aims were to investigate how patient satisfaction with health services was explained and evaluated, whether there is the existence of a reference point measure of satisfaction, to identify topics considered by service users as crucial in the conveyance of top quality care and to expose areas of dissatisfaction. Methods: We searched MEDLINE, EMBASE, CINAHL, PsycINFO, AJOL, CDSR, DARE and HTA databases. Searches were supplemented by hand searching. Only studies published from 2007 to July 2018 were included. Following the initial title, abstract- and full-text screening, data from eligible studies were extracted and reviewed by two independent reviewers. Studies were critically appraised using the COSMIN risk of bias checklist. Common themes were identified and analyzed using content analysis. Results: A total of 4509 references were identified. Fortyfive studies were included for data extraction after the screening process. There was no existence of a reference point measure of satisfaction. Seven themes were identified as relevant to patients and main areas of dissatisfaction were also identified. Conclusions: Evaluation of patient satisfaction in Nigerian hospitals utilized a multidimensional construct. Identified themes should be incorporated into the development of satisfaction measures for use in the assessment of service quality in healthcare facilities in the Nigerian context