Abstract:
Background: Patient satisfaction is the similarity of between patient beliefs of ideal health care
and the real observed care that received during attending the facilities. Patient satisfaction is one
of the quality service indicators. Patients who served at private health facilities were
complained about the services quality they received. Therefore, the study aimed to assess the
quality of service by measuring the level of patient satisfaction and associated factors from the
point of patients view at private health facilities.
Methods: A facility based cross-sectional study was conduct in Efratana Gidim District,
Amhara, Ethiopia from April 8 to 23/2023. The study was conduct by stratified the facilities
based on services and lottery method was apply to select the study health facilities from both
strata. Systematic random sampling technique was applied to select the participants. Data was
collected through face-to-face interviewer-administered and pretested questionnaire from 586
participants of private health facility attendants. Then it was entered using Epidata software
version 4.6 and exported to Stata14. Descriptive statistics were used to present the
characteristics of dependent and independent variables. Bi-variable and multivariable logistic
regression was used to identify factors associated with level of patient satisfaction. The
variables which have significant association were identified on the basis of OR, 95% CI, and p value. In accordance with the conventional acceptance of statistical significance at a P-value of
0.05 or 5%, CI is frequently calculated at a confidence level of 95%. In general, if an observed
result is statistically significant at a P-value of 0.05, then the null hypothesis should not fall
within the 95% CI.
Result: The overall satisfaction level of the patients was 164 (28.90%) 95% CI: (25.28-32.75).
Patients who were with explained about how to prevent recurrence of their illness (AOR: 5.95;
95% CI: 2.18-16.27), served by professionally skilled health care providers (AOR: 2.94; 95%
CI: 1.10-7.81), accessed latrine (AOR: 3.54; 95% CI: 1.47-8.50) and paid less than 500 birr for
the services (AOR: 3.66; 95% CI: 1.72-7.81) were significantly associated with patients
satisfaction.
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Conclusion: This study found that the patients’ satisfactions at primary and medium private
clinics were low. According to the patients’ perception, the level of patients’ satisfaction were
increased by providing explanations about how to prevent the recurrence of the disease, by
increasing health care provider professional skill, establishing latrine accessibility at clinics and
equivalent cost of paid for the services. The health care managers and private owners should be
focused on improving the professional skill of providers and fulfilment of the infrastructures of
the facilities to increase the level of patient satisfaction.
Keywords: Patient satisfaction, private health facilities, Efratana Gidim, Ethiopia
