Outpatient Satisfaction on Health Center Services Using Qualitative Study Design in Maraka District, Dawuro Zone, Southern Ethiopia

Abstract

Background: Globally outpatient satisfaction is an integral component of health service. The effectiveness of health care was determined to some degree by consumer’s satisfaction with services provided. Client satisfaction is the level of felt that clients experience having used a service health institution in Africa.Objective: Assessment of outpatient satisfaction on health center services in Southern EthiopiaMethods: Qualitative study design with direct observation and in-depth interview methods was conducted from April 1^st 2015 to December 30^th 2016. A total of 240 clients who received outpatient health care services were involved in the study from Deshi health center and Mari health centers in Mareka Wereda. This 240 study subject was selected judgmental sampling technique in two health center the data was collected by Non-participatory observation and In-depth interview until idea saturation. In-depth interview was conducted with the outpatients by using in-depth interview guideline at the time they leave the health centerResult: Most of the outpatients emphasized that they were unsatisfied with interaction of technical and non technical staffs, particularly delivery outpatient department staffs (MCH staffs), laboratory outpatient department staffs, cashier staffs, and case registration room staffs (Triage staffs) while taking outpatient services in health center.The majorities of the outpatients explain that there was offensive smelling on examination bed and waiting room. There was no hand washing services in each outpatient department for health workers, outpatients and no water supply in latrine. Conclusion: Majorities of the outpatient affirm that interaction of technical and non technical workers, waiting room arrangement of health center, sanitation of health center, linkage of each room in the health center were greatly affect outpatient satisfaction in health center in spite in the presence of health ethics, health policy, and health sector reform to improve outpatient satisfaction and to strength triage in outpatient health service.Recommendation: FMOH/Regional health bureau should strengthen management board of health center to follow health centers performance and public suggestions given on health center at public conference to improve services quality in the health institution. Regional health bureau and woreda health office could revitalize health ethics for health workers when they are fresh and newly employed to health center. Health development army and one to five networks could promote positive approach to outpatients from technical and non technical staffs in the health institution.

Keywords: Outpatient, Outpatient Satisfaction, Outpatient Health Services and Triage.