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Articles

CJPLS: VOL. 12, NO. 2, DECEMBER 2024 (Ongoing)

Patients’ Satisfaction with waiting time and healthcare givers’ attitude: outcome of patient’s compliance to treatment at the University of Benin Teaching Hospital and Central Hospital, Benin City Edo State, Nigeria: Patients’ Perception and Satisfaction of waiting time and healthcare givers’ attitude

Submitted
September 18, 2024
Published
2024-10-16

Abstract

The growing concern about the importance of patient satisfaction as an essential tool in assessing the quality of care is a recent trend in the health sector in Nigeria. This study underscores the urgent need for a shift towards patient-centred care, a model that has proven successful in developed countries. The same cannot be said of developing countries like Nigeria and Ghana. This study evaluated patients' satisfaction with service delivery in tertiary and secondary health institutions in South-South Nigeria. It was a quantitative and qualitative study on 200 inpatients and outpatients at the University of Benin Teaching Hospital (UBTH) and Central Hospital, both located in Benin City, Edo state, Nigeria Data were collected using a pretested structured questionnaire, Focus Group Discussion, and Non-participant Observation. Data from the quantitative study were analysed using the statistical package for Social Science (SPSS) version (20) in the form of frequencies, percentages and chi-square to determine the association among variables. Reports of Focus Group Discussions and Observations were written in summary paragraphs. Findings revealed that patients' dissatisfaction with waiting times and workers’ attitudes did not deter them from complying with the treatment process; they continued using health units and recommended health units to others. Patients’ satisfaction with waiting time and staff patients’ relationships were poor. These, though, do not affect patients’ compliance with the treatment process, continued utilisation of health units and recommendation of health units to others.

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