The role of individual patient characteristics and providers behaviour factors on patient satisfaction at Mbeya zonal referral hospital

Abstract

ABSTRACT Background: Patient satisfaction is the fundamental component of the equitable quality of care among clients seeking healthcare services. In developed nations, patient satisfaction with healthcare services ranges from 90% to 95%; in underdeveloped nations, it is far lower, ranging from less than 50% to 95%. Many studies on various aspects of patient satisfaction have been conducted. However, a limited number of studies have focused on the role of individual patient characteristics and providers behaviour factors on patient satisfaction. Objective: The aim of this study was to determine the role of individual patient characteristics and providers behaviour factors on patient satisfaction among patients attending laboratory and antenatal care services at Mbeya Zonal Refferal Hospital. Methodology: A cross-sectional analytical study was conducted at Mbeya Zonal Hospital in Mbeya Region, Tanzania involving patients attending antenatal and laboratory units. The study seeks to measure the health care services, namely laboratory and antenatal care services, to patient satisfaction. By systematic sampling, a total of 384 participants were selected from the study population. Data were collected through pretested interview forms. The SPSS version 26 Windows program was used to clean, code, enter, and analyse the collected data.. The significance of the link between independent variables and dependent variables was assessed using descriptive statistics, binary and multi-variable regression analysis, and a p-value of less than 0.05 Findings: Results from this study validate that patient individual characteristics such as age and sex, and providers behavior such as good communication and empathy have a significant and positive effect on patient satisfaction. The overall patient satisfaction was relatively low for antenatal care services as compared to laboratory services. Conclusion: Based on the findings from this study, individual patient characteristics has positive association with patient satisfaction where women’s adult age and high level of education affect patient satisfaction negatively. Service providers’ behaviour affects patient satisfaction where empathy and understanding of patient needs had more effect on patient satisfaction. Antenatal care services affects positively patient satisfaction vi where more effect was observed on respecting waiting time and good provider’s communication skills. Laboratory services affects positively patient satisfaction where more effect was observed in good communication skill of service provider in providing sufficient information about sample collection procedure.