Patients’ satisfaction and associated factors on gastrointestinal endoscopy services at Muhimbili National Hospital in Dar es salaam, Tanzania

Abstract

ABSTRACT Background: Patient satisfaction is a crucial component for assessment of healthcare quality and providers performance which also directly influences patient outcomes. Endoscopy services play a vital role in diagnosing and treating various gastrointestinal conditions. Despite its significance, limited research has been conducted to evaluate patient satisfaction with endoscopy services in Tanzania and beyond. Objective; To assess patient satisfaction with endoscopy services and associated factors at Muhimbili National Hospital (MNH). Methods: An Analytical cross-sectional study involved patients aged 18 years and above who undergone endoscopy procedures at MNH between April 2024 and May 2024 was conducted. Eligible participants were recruited systematically from the endoscopy unit. A structured questionnaire was used to collect socio-demographic information and satisfaction with various aspects of endoscopy services (e.g., waiting time, communication, facilities, post-procedure care). Data was analyzed using descriptive statistics and regression analysis using Statistical package for social sciences (SPSS) Version 23 software. Results: A total of 387 patients participated in the study with nearly a third (28.2%) aged 30-39 years and 54% were female. The overall satisfaction rate for endoscopy services was 68.2%, with majority being satisfied with staff courtesy (98.2%) and unit cleanliness (96.1%). Factors significantly associated with satisfaction included occupational status (self employed: aPR 0.82, 95% CI 0.68-0.99, P=0.040), wealth index (lower-middle: aPR 1.35, 95% CI 1.14-1.59, P<0.001), type of endoscopy procedure (colonoscopy: aPR 1.35, 95% CI 1.19-1.53, P<0.001) and patient’s health status(good: aPR 1.26, 95% CI 1.08-1.47, P=0.003), Conclusion:Patients generally express satisfaction with GI endoscopy services at Muhimbili National Hospital-Upanga. Significant predictors of patient satisfaction include, occupational and economic status, endoscopy procedure type, and patient health status. Recommendation: Future research should use longitudinal studies and more comprehensive satisfaction surveys to understand patient satisfaction factors.