Patient satisfaction with inpatient services in a public tertiary hospital in Trinidad and Tobago: associated factors and predictors
Keywords:Basic health services, Health outcomes, Health reform, Patient satisfaction
Background: Patient experience is an important factor in assessing the quality of healthcare. Numerous reports highlight the continued inconsistencies in healthcare and poor patient satisfaction affecting outcomes. This study aimed to assess patient satisfaction in a teaching hospital in Trinidad and Tobago.
Methods: A cohort study was conducted among recently discharged patients from the largest teaching hospital in Trinidad and Tobago. The survey instrument was an adaptation of the Picker Patient Experience Questionnaire. Data were collected from January 1, 2017 to March 2017, using face-to-face interviews. SPSS version 21 was used for descriptive and inferential analysis of data.
Results: The majority of the 300 participants was female (n=157; 53.3%), aged over 35 years (n=202; 67.3%) with secondary school education (n=137; 45.7%). Satisfaction levels ranged from 50% and 70% for management issues, treatment-related communication issues, environmental issues, and deportment of medical staff. Patient satisfaction with treatment-related support and hotel services was less than 50%. All satisfaction domains were inter-dependent with the highest correlation between treatment-related communication and management issues (r=0.691; p≤0.001) and the lowest between support services and hotel services (r=0.311; p≤0.001). Education was the only factor that was both associated with, and a predictor of, patient satisfaction. Satisfaction level decreased with increased education level.
Conclusions: Low satisfaction was found with treatment-related support and hotel services with education level as the only predictor. Steps are needed to ensure periodical satisfaction monitoring and continuous improvement of services such as support and hotel services.
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