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Patient Satisfaction and Associated Factors During COVID-19 Pandemic in North Shoa Health Care Facilities

Authors Deriba BS, Geleta TA, Beyane RS, Mohammed A, Tesema M, Jemal K

Received 9 August 2020

Accepted for publication 25 September 2020

Published 13 October 2020 Volume 2020:14 Pages 1923—1934


Checked for plagiarism Yes

Review by Single anonymous peer review

Peer reviewer comments 3

Editor who approved publication: Dr Johnny Chen

Berhanu Senbeta Deriba,1 Tinsae Abeya Geleta,1 Rebik Shukure Beyane,1 Ahmed Mohammed,1 Mengistu Tesema,1 Kemal Jemal2

1Salale University, College of Health Sciences, Department of Public Health, Fitche, Ethiopia; 2Salale University, College of Health Sciences, Department of Nursing, Fitche, Ethiopia

Correspondence: Kemal Jemal Email olifanjema[email protected]

Background: Patient satisfaction is an indicator of healthcare quality service and involved as an outcome measure. Quality of healthcare service and patient satisfaction has been affected by the current coronavirus disease 2019 (COVID-19) pandemic. It induced uncertainness and shortage of medical supplies due to a limited global movement. Therefore, this study aimed to assess patient satisfaction and associated factors among chronic patients who had a follow-up in North Shoa healthcare facilities.
Methods: An institutional-based cross-sectional study was used to select 410 study participants through a systematic random sampling technique. Data were collected by a structured interviewer-administered questionnaire, entered into Epi Info version 7, and transported to SPSS version 23 for analysis. Bivariable and multivariable logistic regressions were used to identify the factors associated with satisfaction. The odds ratio with a 95% confidence interval was computed, and p-value < 0.05 was considered statistical significance in the multivariable model.
Results: The overall level of patient satisfaction was 44.6%. The presence of sign and direction indicators (AOR=3.26, 95% CI=1.1, 9.92), obtaining some ordered drugs (AOR=3.7, 95% CI=1.1, 12.54), getting alcohol for hand cleaning (AOR=2.66, 95% CI=1.1,6.65), obtaining sanitizer for hand cleaning (AOR=4.45, 95% CI=1.72,11.52), and maintaining social distancing (AOR=2.63, 95% CI=1.21, 5.70) were factors associated with patient’s satisfaction.
Conclusion: The level of patient satisfaction was very low during a COVID-19 pandemic. The presence of sign and direction indicators, availability of drugs, social distancing, availability of alcohol, and sanitizer were factors associated with patient satisfaction. The intervention targeted at increasing patient satisfaction and improving the quality of service during COVID-19 through maintaining social distancing and availing alcohol or sanitizers is necessary.

Keywords: patient satisfaction, COVID-19, associated factors, Ethiopia

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