Evaluation of Patients' Satisfaction with Healthcare Services Provided at the National Health Insurance Authority Clinic of a Tertiary Hospital in South-West, Nigeria.

Abstract

BACKGROUND: Patient satisfaction is an essential indicator used for measuring the quality of health care delivered to a patient and contributes to strategies for the improvement of healthcare delivery. This study assessed patients' satisfaction with the quality of care at the National Health Insurance Authority (NHIA) clinic in a tertiary health facility. METHODS: The study was a descriptive cross-sectional design with 320 respondents who completed a semi-structured questionnaire. Satisfaction levels were scored on a five-point Likert scale. Frequencies for each satisfaction level (Poor, Fair, Good, Very Good, Excellent) were calculated, as well as mean scores and standard deviations (Mean ± SD). Bivariate analysis was done using Pearson's chi-square (p < 0.05) and multivariable logistic regression was performed to assess factors influencing patient satisfaction. RESULTS: Respondents generally expressed high satisfaction with the structures, medical record, laboratory, pharmacy, and account sections. The nursing section had slightly lower ratings, while the physician section showed varied satisfaction levels. Overall, 192 (60%) of respondents were very satisfied (overall satisfaction >75%) with the NHIA clinic's healthcare. A significant association (p < .05) was found between the likelihood of recommending the facility, perceptions of treatment outcomes, and overall patient satisfaction. CONCLUSION: There was high satisfaction with the care received. More improvements can be made in areas such as cleanliness, availability of equipment or drugs, nurses' receptiveness and physicians' involvement of patients in decision-making to further enhance the overall satisfaction of patients at the clinic.