Factors Affecting Patient Satisfaction At Kenyatta National Hospital, Kenya: A Case Of Cancer Outpatient Clinic

Abstract

The purpose of this study was to examine factors affecting patient satisfaction at KNH. The objectives of the study were to establish how the factors: physical environment, technical quality, interpersonal relations and the accessibility of care affects patient satisfaction. A descriptive survey design utilizing quantitative research method was adopted. The target population was all 1010 patients in the month of May 2013. A sample size of 101 patients was sampled using systematic sampling method. The data collection was done using a structured self administered questionnaire with five point’s likert scale. 75% of the patients sampled were on radiotherapy treatment, 10% on the chemotherapy, 105 on follow up after treatment and 6% were being diagnosed to determine mode treatment to apply. The data was analyzed using statistical package for social sciences (SPSS) version 12.0. The study unveiled that 61.8% of the respondents were satisfied with physical environment aspect of care although 89.9% and 60.7% of the respondents said the clinic was crowded and the toilets were dirty respectively. The respondents rated technical quality at 64.8% with 41.6% saying the doctors rarely gave them advice about their medical conditions. The interpersonal relation was rated highly at 81.9% with 32.6% saying there were no brochures explaining operations of the clinic. Communication was rated at 62% with 30.3% of the respondents saying they were not involved in making decisions about treatment and care. Accessibility to care was rated at 61.4% with 33.7% of the respondents saying they were delayed waiting for the doctor to arrive at the clinic. The overall satisfaction rating of the services at the Cancer Treatment Centre was of 64.9%. The study recommends to the KNH management to improve of cleanliness in the toilets, make waiting areas conducive for patients and improve signage to make easy for people to access different service points of care around the hospital; improve availability of diagnostic equipment and machines, train the machine operators and technicians on handling and maintenance as well as employing additional staff, encouraged staff to have good attitude towards patients and their relatives. Improve communication to create more understanding between all the parties. Counseling should be encouraged to prevent the patients, relatives and friends from anxiety and fear. Encourage provision of information on operation of the clinic through posters, brochures, magazines and books at the waiting areas and notice boards. The government should subsidize cancer drugs and laboratory reagents to reduce the cost of cancer treatment and make it affordable to the poor and marginalized Kenyans. The cancer treatment facilities should be decentralized to all the counties to make it easier for patients to access treatment services. More facilities should be considered in Central region which according to this study has high preference of cancer incidences. In conclusion patient satisfaction surveys are cost effective way to evaluate the healthcare quality provided to patients. They form platform for identifying and address barriers that hinder healthcare provision and encourage care givers embrace patient centred care, improvement of accessibility to care by increasing the time spent in consultation and the operation of the health facility.