Table 4.
Level of satisfaction of patients on each satisfaction measuring items with ROPD of healthcare services at Addis Ababa public hospitals, May 2018 (n = 488)
| Items | Perceived client response at ROPD | ||||
|---|---|---|---|---|---|
| SDAa | DAb | Neutral | Agree | SAc | |
| n (%) | n (%) | n (%) | n (%) | n (%) | |
| Staff behavior and services | |||||
| Doctor treats you very friendly and courteous manner | 1 (0.2) | 5 (1.0) | 24 (4.9) | 133 (27.3) | 325 (66.6) |
| Doctors are good to explain how to prevent your disease | 8 (1.6) | 27 (5.5) | 39 (8.0) | 140 (28.7) | 274 (56.1) |
| Doctors are careful to check everything when treating and examining me | 0 (0) | 9 (1.8) | 26 (5.3) | 150 (30.7) | 303 (62.1) |
| How much are you satisfied with the information provided by doctor/nurses (courteous and respectful) | 6 (1.2) | 18 (3.7) | 40 (8.2) | 157 (32.2) | 267 (54.7) |
| How much are you satisfied with the information provided by all other staffs (other than doctors and nurses) | 30 (6.1) | 43 (8.8) | 64 (13.1) | 155 (31.8) | 196 (40.2) |
| How much are you satisfied with the way health providers listened to you | 3 (0.6) | 9 (1.8) | 18 (3.7) | 166 (34.0) | 292 (59.8) |
| How much are you satisfied with measures taken to assure your confidentiality | 1 (0.2) | 11 (2.3) | 33 (6.8) | 141 (28.9) | 302 (61.9) |
| How much are you satisfied with the overall quality of health care services in this hospital | 6 (1.2) | 25 (5.1) | 46 (9.4) | 179 (36.7) | 232 (47.5) |
| Physical facilities/environment | |||||
| Adult OPD location is convenient for you | 4 (0.8) | 17 (3.5) | 29 (5.9) | 162 (33.2) | 276 (56.6) |
| How much are you satisfied with the comfortability of chairs in the waiting area | 9 (1.8) | 28 (5.7) | 47 (9.6) | 162 (33.2) | 242 (49.6) |
| How much are you satisfied with the cleanness of Waiting area | 5 (1.0) | 15 (3.1) | 38 (7.8) | 186 (38.1) | 244 (50.0) |
| How much are you satisfied with the cleanliness of Examination/consultation room /OPD | 2 (0.4) | 11 (2.3) | 34 (7.0) | 169 (34.6) | 272 (55.7) |
| How much are you satisfied with the overall cleanliness of the compound | 6 (1.2) | 19 (3.9) | 44 (9.0) | 197 (40.4) | 222 (45.5) |
| Accessibility & availability to health care services | |||||
| How much are you satisfied with the waiting time to get outpatient services after registration (at waiting area) appropriateness for you | 9 (1.8) | 37 (7.6) | 47 (9.6) | 190 (38.9) | 205 (42.0) |
| How much are you satisfied with the time spent to get services and get back (overall waiting time) | 24 (4.9) | 37 (7.6) | 57 (11.7) | 179 (36.7) | 191 (39.1) |
| How much are you satisfied with the consultation duration | 4 (0.8) | 9 (1.8) | 23 (4.7) | 189 (38.7) | 263 (53.9) |
SDAa Strongly disagree, DAb Disagree, SAc Strongly Agree