Factors Influencing Patient Satisfaction with Waiting Time: Assessment of Outpatients' Socio-demographic Characteristics
R. S. Maalman *
Department of Anatomy, School of Medicine, University of Health and Allied Sciences, Ho, Volta Region, Ghana
A. Pielong
Nursing Training College, P.O.Box 34, Seikwa-Nsawkaw, Brong-Ahafo Region, Ghana
Y. O. Donkor
Department of Anatomy, School of Medicine, University of Health and Allied Sciences, Ho, Volta Region, Ghana
P. Adatara
Department of Nursing, School of Nursing and Midwifery, University of Health and Allied Sciences, Ho, Volta Region, Ghana
*Author to whom correspondence should be addressed.
Abstract
Aims: The study was structured to determine socio-demographic characteristics that influence clients' satisfaction with waiting time for health service delivery at the Out-patient Department.
Methods: The study was conducted using a cross-sectional descriptive approach among clients who attended Out-Patient Departments for health services during the study period; November 2015 to October 2016. A total of one thousand (1000) clients made of 404 males and 596 females participated in the study. The data was collected using a questionnaire. The literates were given the questionnaire to fill while it was translated to the illiterates and responses written into the questionnaire. Questionnaires were collected the same day. Cross-tabulation of satisfaction with time spent and socio-demographic characteristics with chi-square test was performed.
Results: Majority (29.1%) of clients recruited were within the age range of 20 – 29 years while 8.8% were 60 years and above. Fifty nine point six percent (59.6%) were females and 52.9% of the respondents were married. Furthermore, majority of the respondents were self-employed and 43% of government employees were dissatisfied. The result shows that age, educational level and occupation of clients have a significant influence on the satisfaction with the time clients spent at the hospital. The average time spent at the Out-Patient Departments was between 1-4 hours to receive health services. Clients did not meet their expectation of time spent at the Out-Patient Departments. However, 67.3% of clients were satisfied with the time spent at the OPD, for services.
Conclusion: Clients' satisfaction with time spent at the Out-Patient Departments was influenced by the age, educational level and occupation of the clients. Clients within the ages of 20 to 49 years were more dissatisfied with time spent than the teenagers and the elderly. Overall satisfaction with time spent was however high.
Keywords: Clients’ satisfaction, out-patient department, waiting time, socio-demographic characteristics