Patients’ perceptions of quality health services delivery in Tanzania: Engendering gaps for policy action

Abstract

Background: Patients’ perceptions drive healthcare quality globally. Therefore, understanding their views on professionalism and satisfaction is crucial. A patient-centric approach is essential, offering insights into meeting their needs and expectations. Objective: This study aimed to determine patients’ perception of the quality of health service provision in Tanzanian zonal referral hospitals. Methods: The study employed a cross-sectional design in four zonal referral hospitals in Tanzania. Data were collected using a questionnaire survey from 376 participants conveniently selected from May to June 2023. Data were analyzed using IBM SPSS version 26 for descriptive analysis and one-way ANOVA. Results: The proficiency of care and health workers’ ability to instill trust and confidence in patients and their ability and willingness to provide services accurately and reliably influenced patients’ perceptions. Furthermore, personalized attention, workers’ appearance, physical facilities, and other working materials increased patients’ ratings of the health service delivery. Conclusion: The proficiency of care, promptness, and accuracy of service delivery are essential components in health service provision that can influence patients’ ratings. Therefore, policymakers, government, and other stakeholders should train health workers continuously to improve their competencies while ensuring the entire health system is effectively monitored.

Keywords

• Tanzania
• hospitals
• patient perception
• quality of health care
• zonal referral hospitals
• patient-centered care