Patients Satisfaction with Waiting Time and Attitude of Health Workers in the General Outpatient Department of a State Teaching Hospital, Enugu State, Nigeria
Edmund O. Ndibuagu, Babatunde I. Omotowo, Onyinye H. Chime
International Journal of TROPICAL DISEASE & Health · pp. 1–10 · Published 8 Jul 2020
10.9734/ijtdh/2020/v41i830304Abstract
Background/Aim: Overall patients’ satisfaction with services provided in a hospital is an objective of care, and also a desired outcome. Dissatisfied patients are more likely not to comply with prescriptions, follow-up appointments, or further use the health facility. Services provided in public health facilities in Nigeria have been perceived by both patients and health care providers as being poor. Teaching hospitals in Nigeria are the apex referral centers, with the General Outpatient Department (GOPD) being the first unit that patients mostly go to first. Waiting time and attitude of health workers are key contributors to overall patients’ satisfaction. The objective of this study is to assess patients’ satisfaction with waiting time, and attitude of health workers in the GOPD of a Teaching hospital in Nigeria. Materials and Methods: Cross-sectional study, conducted over three months in 2017 at the GOPD of Enugu State University Teaching Hospital, Nigeria. Structured, interviewer-administered questionnaire was used. Exit interview was conducted on randomly selected 13 patients as they were leaving the GOPD Pharmacy unit on Tuesdays and Thursdays of every week, until 313 respondents were interviewed. Results: A total of 313 patients were interviewed, 131 (41.9%) males and 182 (58.1%) females. Analysis was done using Statistical Package for Social Sciences (SPSS) version 21.0, and the results were expressed as percentages. Patients’ satisfaction score for the various items studied were found to be 53.7% for waiting time, 74.4% for attitude of Records staff, 78.3% for nurses, 71.9% for doctors, 70.6% for time spent with doctor, 72.5% with doctor's explanation and 40.6% with privacy. Conclusions: Overall satisfaction with services rendered at the GOPD was 60.4%. Identifying and implementing interventions that will enhance patients satisfaction, shall improve health facility utilization.
Cited by 3
Nneoma Dike, Lucia D’Ambruoso, Heather May Morgan · Global Health Action · 2025
Nkiruka N. Okoloagu, Edmund O. Ndibuagu · Health · 2023
Dunsin Tomisin Adeyemi, Ifeoluwapo Oluwafunke Kolawole, Chizoma Millicent Ndikom · Genius Journal · 2024
Related research
- Assessment Patients’ Satisfaction Related on Quality of Care: A Cross-sectional Descriptive Study — shares topic coverage
- User’s Perception and Satisfaction with Services Provided under National Health Insurance Scheme: A Case Study of Academic Staff of Usmanu Danfodiyo University, Sokoto — shares topic coverage
- Psychological Impact of Diabetic Care on Satisfaction and Quality of Life of Diabetes Patients Attending Endocrinology Clinic, LAUTECH Teaching Hospital, Osun State, Southwest, Nigeria — shares topic coverage
- Satisfaction with Duration of Orthodontic Treatment, Knowledge and Perception of Accelerated Orthodontics by Nigerian Dental Practitioners: A Questionnaire Study — shares topic coverage
- Assessing Perceived Service Quality and Satisfaction among Elderly Recipients of Free Health Services in Dodoma, Tanzania: A SERVQUAL Approach — shares topic coverage
Article metrics
Real usage data collected on this platform.
0
Page views
0
PDF downloads
0
Outbound clicks
3
Citations
Views by country
Approximate, from request IP at view time — not citizenship or institution. Countries with fewer than 5 views are grouped as "Other".
No views recorded yet.
Traffic sources
Referring site, by host.
No traffic recorded yet.
Views and downloads exclude known bots/crawlers. Citations combines this platform's own DOI-resolved index with each external source's own reported total — see Cited by above for individually listed citing works. Last refreshed 0 seconds ago.