Patient satisfaction with the referral system and associated factors in public hospitals at Gurage zone, central regional Ethiopia

Abstract

Patient satisfaction is crucial for quality service in referral services, but in developing countries, healthcare managers often ignore patients’ perceptions. This study aims to assess satisfaction levels among patients in Gurage Zone, central Ethiopia. A facility cross-sectional study was conducted among 319 patients from four public hospitals in Gurage Zone from June 1 to July 10, 2023, using systematic sampling and structured questionnaires. The study utilized structured questionnaires to collect quantitative data, which was then analyzed using Epi Data Version 4.6 and SPSS Version 25. Variables with a p-value less than 0.25 in binary logistics analysis were considered for multivariable analysis, with p-values less than 0.05 indicating statistical significance. Out of 319 patients interviewed, around 122 (38.2%) (95%CI of 32.9%-43.5%) were satisfied with the referral service they received. Status of health insurance [AOR = 3.14(1.95, 5.08)], place of residence [AOR = 0.284, 95% CI: (0.146–0.554)], attitude of patients towards referral process [AOR = 0.032, 95% CI: (0.015–0.067)], providers way of communication [AOR 0.281, 95% CI: (0.13–0.611)] and patients aged 18–24 years were more likely to be satisfied compared to those aged ≥ 45 years (AOR = 2.97, 95% CI: 1.29–6.8) were found to be significantly associated with level of satisfaction. The study found that most patients were dissatisfied with the referral service; however, patient satisfaction was significantly influenced by time spent during service delivery, age, place of residence, health insurance status, patient attitude, and provider communication. Effective communication between referring and receiving facilities is crucial to ensuring that patients receive the services for which they are referred.