BMC Health Services Research (Nov 2024)

Patient satisfaction survey in a public hospital: Remera Rukoma District Hospital, Rwanda, 2023

  • Emile Sebera,
  • Celestin Hagenimana,
  • Emile Twagirumukiza

DOI
https://doi.org/10.1186/s12913-024-11996-9
Journal volume & issue
Vol. 24, no. 1
pp. 1 – 12

Abstract

Read online

Abstract Background Patient satisfaction is a crucial indicator of healthcare quality, influencing outcomes and providing insights for improvement. This study aims to assess patient satisfaction levels, and associated factors, and identify areas for enhancement at Remera Rukoma District Hospital (RRDH) in Rwanda, where such data was previously lacking. Methods A cross-sectional study using a mixed approach of data collection was conducted, involving 384 participants (164 inpatients, 220 outpatients). Quantitative surveys and qualitative interviews were employed. Patient satisfaction was categorized as Very Satisfied (> 70%), Satisfied (50–69.9%), or Not Satisfied (≤ 49.9%). Data analysis included descriptive statistics, bivariate logistic regression, and thematic analysis of qualitative data. Results The study comprised 37.8% male and 62.2% female participants. Overall, 52.6% were highly satisfied, 29% satisfied, and 18% not satisfied. Among outpatients, 35.9% were dissatisfied with cashier services, and 46.9% with pharmacy wait times. Inpatients showed 74.4% satisfaction with the admission process, but 69.5% reported delayed test result feedback. Educational level significantly influenced satisfaction, with uneducated participants showing lower odds of satisfaction compared to university-educated ones (cOR = 0.409, 95% CI: 0.186–0.897, p = 0.026). Qualitative findings highlighted issues with wait times, communication, and service consistency. Conclusions While overall satisfaction at RRDH was positive, the study identified areas needing improvement, particularly in communication, wait times, and service delays. Education level was significantly associated with satisfaction level. Addressing these factors, beyond operational efficiency, may significantly impact patient satisfaction. Enhancing communication, managing expectations, and optimizing service delivery are crucial for maintaining satisfaction and improving service quality.

Keywords