Patients satisfactions and associated factors in private and public health institutions in gondar town, northwest ethiopia

Patient satisfaction is considered as one of the desired outcomes of health care and it is directly related with utilization of health services. Asking patients what they think about the care and treatment they have received is an important step towards improving the quality of care, and to ensuring that local health services are meeting patients’ want. Various studies have reported that satisfied patients are more likely to utilize health services, comply with medical treatment and health care provider. To assess patient satisfaction and associated factors with service provided in private and public health institutions in Gondar town. A cross-sectional survey was conducted in private and public health institutions in Gondar town on May 2011. Variables used in the study were grouped and summarized into three components, namely providers' characteristics, services characteristics and cleanliness of the health facilities. Each variable was scored on a 5 point Likert- scale, ranging from 1 (very dissatisfied) to 5 (very satisfied). The mean score 3.22 is considered as a cut-off point and scores equal and above 3.22 are taken as an indicator of users' perceived satisfaction. Both bivariate and multivariate methods of data analyses were used. In this study, total of 1960 outpatients were interviewed at exit from health institutions. About 53.5 % of the interviewees said that they were satisfied in the study area. Satisfaction level in government health institutions were 26.7% but in private health institution were 80.2%, which means 1.54 times more likely to have high satisfaction (mean score (>3.22) on health care providers’ characteristics) than government health institution[AOR: 1.54, 95%CI= [1.15-2.05]]. Whereas to level of health institutions, 50.4% of the respondents were satisfied in government Hospital, 91.0% were satisfied in private Hospital, 4.0% were satisfied in Health center and 94% and 60% were satisfied in private higher clinics and medium clinics respectively. The satisfaction level of outpatient service users in the study area was low. There should be an improvement in services delivery given for clients especially in public health institutions. Furthermore, periodic assessment of health services and further study, especially from the user's satisfaction perspective is recommended as a fundamental initiative in the improvement of the performance of health facilities.