The Outpatient And The Staff Satisfaction With The Treatment Provided In A District Hospital-Kiambu

Abstract

Satisfaction studies with the outpatient Services have been done in the developed countries e.g. in America and Britain but fow if any exist in the developing countries. The aim of this research was to do a study in the Outpatients end the Staff satisfaction with the treatment provided in a District Hospital Kiambu. In Chapter one, we introduce the history of medical services in Kenya in order to inform the readers about the provision and the status of health services in this country emphasising the historical development. In Chapter two, we examine the Kikuyu Cultural attitude towards health and disease in comparison with the Western Culture. Thi3 will help us in understanding the patients' attitude in the Outpatient Department, their satisfaction and dissatisfaction. In Chapter three, we discuss the theoretical framework of the study which will enable us to present the collected data systematically. In particular we examine Parsons sick role theory. In Chapter four, ws review literature on the study of satisfaction for both the Outpatients end the staff. In Chapter five, we look into various findings which are a result of four different surveys in a community study and satisfaction studies in the hospital. The first study will give us the peoples impressions about Kiembu Hospital and their expectations when they visit the Outpatient Department. The second study will enable ue to measure the patients and the staff sstisfaction with the introduction of administrative and medical procedures in the Outpatient Department (OPD). The third study will givas information concerning the out patients and the Staff satisfaction with the treatment in the OPD. The fourth study will enable us to measure the acceptability of the Integrated Clinics for both the patients and the staf^ \ Chapter six consists of Discussions and Conclusions as a result of the findings in the study. The data was collected by means of survey methods. The main methods used were: Administration of questionnaires to the community, the outpatients and the staff. Participant observation of patients and the staff. Informal discussions with the outpatients and the staff. In the data analysis correlation coefficients between relevant variables were calculated and tables were made to illustrate findings. It was found that the social demographic characteristics of the patients do not influence their satisfaction with the treatment in the OPD. The patients expectations of their waiting time in the OPD influences their satisfaction with the treatment. If patients are positive about particular aspects of the treatment like the staff-patient relationship they are likely to have positive attitudes towards other aspects of the OPD e.g. they will be satisfied with tho medicine provided and will b«? happy with the waiting time. The patients experience of the treatment process in the OPD influences their attitude towards the hospital.