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Table 5 Level of satisfaction of patients on each satisfaction measuring items at PWOPD of Addis Ababa public hospitals, May 2018 (n = 467)

From: Factors of patient satisfaction in adult outpatient departments of private wing and regular services in public hospitals of Addis Ababa, Ethiopia: a comparative cross-sectional study

ItemsPerceived client response at PWOPD
SDADANeutralAgreeSA
n (%)n (%)n (%)n (%)n (%)
Staff behavior and services
 Doctor treats you very friendly and courteous manner5 (1.1)4 (0.9)9 (1.9)110 (23.6)339 (72.6)
 Doctors are good to explain how to prevent your disease13 (2.8)28 (6.0)34 (7.3)113 (24.2)279 (59.7)
 Doctors are careful to check everything when treating and examining me3 (0.6)3 (0.6)19 (4.1)115 (24.6)327 (70.0)
 How much are you satisfied with the information provided by doctor/nurses (courteous and respectful)5 (1.1)11 (2.4)31 (6.6)120 (25.7)300 (64.2)
 How much are you satisfied with the information provided by all other staffs (other than doctors and nurses)18 (3.9)25 (5.4)65 (13.9)129 (27.6)230 (49.3)
 How much are you satisfied with the way health providers listened to you2 (0.4)11 (2.4)20 (4.3)147 (31.5)287 (61.5)
 How much are you satisfied with measures taken to assure your confidentiality5 (1.1)16 (3.4)30 (6.4)115 (24.6)301 (64.5)
 How much are you satisfied with the overall quality of health care services in this hospital7 (1.5)11 (2.4)37 (7.9)144 (30.8)268 (57.4)
Physical facilities/environment
 Adult OPD location is convenient for you5 (1.1)16 (3.4)22 (4.7)139 (29.8)285 (61.0)
 How much are you satisfied with the comfortability of chairs in the waiting area5 (1.1)16 (3.4)48 (10.3)134 (28.7)264 (56.5)
 How much are you satisfied with the cleanness of Waiting area2 (0.4)12 (2.6)35 (7.5)150 (32.1)268 (57.4)
 How much are you satisfied with the cleanliness of Examination/consultation room /OPD1 (0.2)10 (2.1)37 (7.9)141 (30.2)278 (59.5)
 How much are you satisfied with the overall cleanliness of the compound4 (0.9)21 (4.5)45 (9.6)144 (30.8)253 (54.2)
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 you5 (1.1)27 (5.8)37 (7.9)156 (33.4)242 (51.8)
 How much are you satisfied with the time spent to get services and get back (overall waiting time)19 (4.1)24 (5.1)44 (9.4)158 (33.8)222 (47.5)
 How much are you satisfied with the consultation duration1 (0.2)10 (2.1)37 (7.9)141 (30.2)278 (59.5)