Patientsatisfaction is the element that measures how well a service or a product froma hospital meets patients’ needs (Hill, et al 2013). Basically, also Schempf andKaufman, (2011) speaking about the same satisfaction said that a patient issatisfied when they feel they have gotten more than what they wanted and acceptedthat the experience they got at the hospital is as acceptable. Schiffman, andHansen (2014), mentioned in another better definition that patient satisfactionis when a patient accepts the hospital performance of the product or service ascompared to his or her expectations. Patientsatisfaction has been measured using the SERVEQUAL Model by Parushumal et al(1985) which said that satisfaction should be considered by looking at thereliability, tangibility, responsiveness, assurance and empathy of the servicesoffered as compared to the satisfaction shown. So, for instance, patients maybe satisfied if the services are timely, the staff at the hospital responds ina friendly way, if the services are able to meet the actual needs of thepatient and if the hospital rooms, nurses and doctors are clean and tidy (Kandampullyet al, 2013).Globally,patient satisfaction is important when you consider that the demand forhealthcare services is constantly on the rise and has increased recently(Schempf & Kaufman, 2011).
A study in the USA by Garner and Raudenbuch, (2012)found that approximately 38% of sampled patients felt dissatisfied with theservices offered at the hospitals they attended. The study was done in 57hospitals around the whole country. Another study was done by Grumbach, et al(2013) in three Scandinavian countries of Norway, Sweden and Denmark and showeda lower percentage of 14% of patients who were dissatisfied with the servicesoffered at hospitals.
There is little information that can be found in Africa,however, two studies have shown results of patient dissatisfaction in servicedelivered. The first was done by Olekgun (2012) in Nigeria that showed thatapproximately 57% of patients in Nigeria, both inpatient and outpatients, were dissatisfiedwith the service. They mentioned poor aspects in available resources, poorstaff attitudes and knowledge and the quality of the services offered. Theother study was done in Ghana by Sitzia, and Wood (2013), that showed thatGhanaians were dissatisfied with the services offered at 59%. In Kenya, the most notable study was done byMwangi (2012) which found out that the patients were basically more satisfiedwith their interaction with Clinical Officers (rated at 67 percent) than withaccess to care (61 percent). The Ministry of medical Services (2009) alsomentioned that patient satisfaction was at 58 percent. Basically,many people in Kenya spend a lot of money on health care (WHO, 2013) and sothey need to be satisfied.
Also, since health care is part of SDGS and a humanright, patient satisfaction is necessary. Again, patient satisfaction isnecessary to keep any spreading disease at bay as when patients are satisfiedthey would rather come to the hospital when sick than stay at home. Therefore,this study may help to improve access to information in the area.
Whenpatient satisfaction is not met, patients would seek health services in placeswhere it is not applicable. Secondly, many would choose not to pay up and thiswould impact on the overall health provision in the country. Others downsidesinclude lack of confidence in the health care system, poor service delivery andrisk for outbreaks where patients don’t seek help immediately. 1.2 Problem StatementPatientsatisfaction is necessary if the healthcare system is to work effectively.
Ifthe patient is dissatisfied there is the chance that they may not use all theresources in the hospitals. Also, the management of the hospitals may also notget better value for the services they offer (Sitzia, and Wood, 2013). Alsoconsidering the significant dissatisfaction levels in many parts of the world,there is need to study the issue about patient satisfaction in servicedelivery. In fact, Garner and Raudenbuch, (2012) found that approximately 38%of sampled patients in the USA felt dissatisfied with the services offered atthe hospitals. Grumbach, et al (2013) in three Scandinavian countries ofNorway, Sweden and Denmark showed a lower percentage of 14% of patients whowere dissatisfied with the services offered while in Africa, Olekgun (2012) inNigeria showed that approximately 57% of patients were dissatisfied with theservice. Sitzia, and Wood (2013), showed that Ghanaians were dissatisfied withthe services offered at 59%. There ishowever scanty information on the factors affecting patient satisfaction inKenya and in Uasin Gishu in as much as the complaints sheet at the Uasin GishuCounty hospital show significant complaints from patients. That is why thestudy seeks to look into the factors affecting patient satisfaction in UasinGishu County Hospital.
1.3 Research Objectives1.3.
1 Main ObjectiveTo investigate the factorsaffecting patients’ satisfaction in service delivery in Uasin Gishu County Hospital,Eldoret Kenya1.3.2Specific Objectives i. To establish the level of patients’satisfaction in service delivery in Uasin Gishu County Hospital ii. To determine the affecting of availabilityof medical resources on patients’ satisfaction in service delivery in UasinGishu County Hospital iii. To assess the affecting of quality ofservice on patients’ satisfaction in service delivery in Uasin Gishu CountyHospital iv.
To find out the affecting of cost ofservices on patients’ satisfaction in service delivery in Uasin Gishu CountyHospital 1.4Justification of the StudyPatientsatisfaction in healthcare service is a foundation that enhances growth andalso ensures patient loyalty in the long run (Kirshnan, 2014). Also, health iswealth, so measuring patients’ satisfaction and the factors that affecting itis very essential to the healthcare system in Kenya. At the same timeidentifying and acknowledging the health care service that is most significantto the population. Thus, the study is necessary to determine the factors affectingpatients’ satisfaction in service delivery in Uasin Gishu County Hospital,Eldoret Kenya. This will be done by looking at specific factors of cost, staffattitude, quality of service and availability of medical resources.