Table 5 Level of satisfaction of patients on each satisfaction measuring items at PWOPD of Addis Ababa public hospitals, May 2018 (n = 467)
Items | Perceived client response at PWOPD | ||||
|---|---|---|---|---|---|
SDA | DA | Neutral | Agree | SA | |
n (%) | n (%) | n (%) | n (%) | n (%) | |
Staff behavior and services | |||||
 Doctor treats you very friendly and courteous manner | 5 (1.1) | 4 (0.9) | 9 (1.9) | 110 (23.6) | 339 (72.6) |
 Doctors are good to explain how to prevent your disease | 13 (2.8) | 28 (6.0) | 34 (7.3) | 113 (24.2) | 279 (59.7) |
 Doctors are careful to check everything when treating and examining me | 3 (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 you | 2 (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 confidentiality | 5 (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 hospital | 7 (1.5) | 11 (2.4) | 37 (7.9) | 144 (30.8) | 268 (57.4) |
Physical facilities/environment | |||||
 Adult OPD location is convenient for you | 5 (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 area | 5 (1.1) | 16 (3.4) | 48 (10.3) | 134 (28.7) | 264 (56.5) |
 How much are you satisfied with the cleanness of Waiting area | 2 (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 /OPD | 1 (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 compound | 4 (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 you | 5 (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 duration | 1 (0.2) | 10 (2.1) | 37 (7.9) | 141 (30.2) | 278 (59.5) |