Level of Clients’ Satisfaction and Associated Factors with the Service of Out-Patient Department in Dilla University Referral Hospital, Southern Ethiopia, 2021

Abstract

Background. Client satisfaction with seeking healthcare is generally regarded as one of the core outcomes of the health system. Various efforts are underway to provide hospitals with the necessary manpower, medical equipment, and other services to suit the demands of their patients. The goal of this study was to determine the level of client satisfaction with outpatient department services and the factors that influence it at Dilla Referral Hospital in Ethiopia. Methodology. A cross-sectional investigation was undertaken in a hospital setting. An interviewer-administered quantitative data were collected on socio demographic characteristics of respondents and their satisfaction level with the different components of the outpatient services. SPSS version 20 was used to conduct the analysis. The connection between independent and dependent variables was evaluated using bivariate analysis (p<0.25). To discover the determinants of client satisfaction and control cofounding, multivariate logistic regression was performed (p≤0.05). Result. The study enrolled a total of 419 individuals, with a response rate of 98.3%. Overall, 52.2 percent of clients were satisfied with the health services provided by the hospitals’ outpatient departments. Client satisfaction was significantly predicted by the cleanliness of the consultation room (AOR = 2.05, 95% CI: 1.06–3.95), payment status (AOD = 1.68, 95% CI: 1.08–2.63), and telling clients about the etiology of sickness (AOR = 0.55, 95% CI: 0.34–0.87). Conclusion. The general satisfaction of outpatients with Dilla referral hospital’s OPD clinics healthcare services was low. The cleanliness of the consultation room, payment status, and readiness to suggest the service to others were all linked to a positive outcome.