Table 4.
Staff attitudes, courtesy, waiting time, and complaints management
| Characteristic | Hospital | p-value | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| NMAH | RFH | SEH | TH | |||||||
| Health workers introduced themselvesa; n(%) | < 0.0001 | |||||||||
| Yes | 99 | (60.7) | 96 | (57.5) | 54 | (32.7) | 85 | (53.1) | ||
| No | 64 | (39.3) | 71 | (42.5) | 111 | (67.3) | 75 | (46.9) | ||
| Permission asked before being treateda; n(%) | < 0.0001 | |||||||||
| Yes | 54 | (33.3) | 110 | (65.9) | 124 | (74.7) | 95 | (59.4) | ||
| No | 108 | (66.7) | 57 | (34.1) | 42 | (25.3) | 65 | (40.6) | ||
| Provided opportunity to ask questionsb; n(%) | < 0.0001 | |||||||||
| Yes | 59 | (36.2) | 136 | (81.4) | 152 | (91.6) | 109 | (69.4) | ||
| No | 104 | (63.8) | 31 | (18.6) | 14 | (8.4) | 48 | (30.6) | ||
| Consultation was in a private spaceb; n(%) | < 0.0001 | |||||||||
| Yes | 141 | (87.0) | 139 | (83.2) | 166 | (100.0) | 115 | (71.9) | ||
| No | 21 | (13.0) | 28 | (16.8) | 0 | (0.0) | 45 | (28.1) | ||
| Health workers generally respectful towards patientsb; n (%) | 0.003 | |||||||||
| Yes | 128 | (78.5) | 149 | (89.2) | 128 | (77.1) | 117 | (73.6) | ||
| No | 35 | (21.5) | 18 | (10.8) | 38 | (22.9) | 42 | (26.4) | ||
| Knowledge of how to lodge a complaintc; n (%) | 0.002 | |||||||||
| Yes | 50 | (30.7) | 72 | (43.1) | 83 | (50.0) | 57 | (35.2) | ||
| No | 113 | (69.3) | 95 | (56.9) | 83 | (50.0) | 105 | (64.8) | ||
| Queues are monitored by health workersd; n(%) | < 0.0001 | |||||||||
| Yes | 126 | (77.3) | 83 | (49.7) | 134 | (80.7) | 73 | (44.8) | ||
| No | 37 | (22.7) | 84 | (50.3) | 32 | (19.3) | 90 | (55.2) | ||
| Communication on expected waiting timesc; n (%) | < 0.0001 | |||||||||
| Yes | 90 | (55.6) | 55 | (32.9) | 108 | (65.1) | 64 | (39.3) | ||
| No | 72 | (44.4) | 112 | (67.1) | 58 | (34.9) | 99 | (60.7) | ||
| Acceptability of waiting timesc; n (%) | < 0.0001 | |||||||||
| Yes | 86 | (52.8) | 55 | (32.9) | 108 | (65.1) | 45 | (27.6) | ||
| No | 77 | (47.2) | 112 | (67.1) | 58 | (34.9) | 118 | (72.4) | ||
NMAH Nelson Mandela Academic Hospital, RFH Rob Ferreira Hospital, SEH St Elizabeth Hospital, TH Themba Hospital
an = 655; bn = 653; cn = 658; dn = 659