Journal of Social and Political
Sciences
ISSN 2615-3718 (Online)
ISSN 2621-5675 (Print)
Published: 05 April 2018
Investigating the Factors Influencing Patient Satisfaction at a Private Medical Centre in Northern Namibia
Enos Moyo, Sadrag P. Shihomeka, Moses Chirimbana
Medical Centre Oshakati, Namibia
Download Full-Text Pdf
10.31014/aior.1991.01.01.8
Abstract
The aim of this study was to investigate factors affecting patient satisfaction at a private medical centre in Northern Namibia. The study was guided by the following objectives: to explore the factors affecting patients’ satisfaction at the private medical centre; to investigate factors that can improve patient satisfaction at the centre and to suggest recommendations to management on how they can increase patients’ satisfaction. A quantitative research design was adopted in the study through the use of a closed-ended questionnaire which was on a five point Likert scale. Expectation Confirmation Theory was the underlying theoretical framework for this study. Data was gathered from 50 participants above the age of 18 years selected by systematic random sampling from all the patients above the age of 18 years who were attended to at the practice over ten working days. The findings showed that factors that affected patient satisfaction to a greater extent were waiting period before seeing a doctor, availability of doctor during and after working hours and thoroughness of doctor’s examination and care. The study concluded that further studies should be done using a larger sample across many organisations. Based on the findings of the study, it was recommended that an electronic filing system be used at the practice and practice cell phones should be available to doctors so that patients can be able to reach them for emergencies after working hours.
References
Abdulwahab, L. & Kabir, M., 2014. A Conceptual Model of the Expectation Confirmation Theory (ECT) Modification on Cybercafés Use Continuance. American Academic & Scholarly Research Journal , 6(4), pp. 114-122.
Baharum, A. & Jaafar, A., 2015. USER INTERFACE DESIGN: A STUDY OF EXPECTATION-CONFIRMATION THEORY. Instanbul, Universiti Utara Malaysia.
Batbaatar, E. et al., 2016. SAGE Journals. [Online]
Available at: http://journals.sagepub.com/doi/abs/10.1177/1757913916634136
[Accessed 10 October 2017].
Farley, H. et al., 2014. Patient Satisfaction Surveys and Quality of Care: An Information Paper. Annals of Emergency Medicine, 64(4), pp. 351-357.
Hosseini, S. a. S. B., 2016. Study on the impact of Customer Loyalty and Satisfaction on Bank's Financial Performance. British Journal of Economics, Management and Trade, 12(4), pp. 1-11.
Iloh, G. O. J. et al., 2013. Satisfaction with Quality of Care Received by Patients without National Health Insurance Attending a Primary Care Clinic in a Resource-Poor Environment of a Tertiary Hospital in Eastern Nigeria in the Era of Scaling up the Nigerian Formal Sector Health In. Annals of Medical and Health Sciences Research, 3(1), pp. 31-37.
Lankton, N. & McKnight, H., 2012. Examining Two Expectation Disconfirmation Theory Models: Assimilation and Asymetry Effecets. Journal of the Association for Information Systems, 13(2), pp. 88-115.
Lyu, H. et al., 2013. US National Library of Medicine National Institutes of Health. [Online]
Available at: https://www.ncbi.nlm.nih.gov/pubmed/23715968
[Accessed 2 October 2017].
Mosadeghrad, A., 2012. A Conceptual Framework for Quality of Care. Journal of the Academy of Medical Sciences of Bosnia and Herzegovina, 24(4), pp. 251-261.
Mosadeghrad, A., 2014. Factors influencing healthcare service quality. International Journal of Health Policy and Management, 3(2), pp. 77-89.
Nunu, W. & Munyewende, P., 2017. African Journal of Primary Health Care and Family Medicine. [Online]
Peprah, A., 2014. Determinants of Patients Satisfaction at Sunyani Regional Hospital, Ghana.. International Journal of Business and Social Research, 4(1), pp. 96-108.
Raivio, R., Jaaskelainen, J., Holmberg-Marttila, D. & Mattila, K., 2014. US National Library of Medicine National Institutes of Health. [Online]
Romaire, M., Haber, S., Wensky, S. & McCall, N., 2014. Primary care and specialty providers: an assessment of continuity of care, utilization, and expenditures.. Med Care, 52(12), pp. 1042-1049.
Smith, J., 2012. Single-Case Experimental Designs: A Systematic Review of Published Research and Current Standards. Psychological Methods, 17(4), pp. 510-550.
Tateke, T., Woldie, M. & Ololo, S., 2012. Determinants of patient satisfaction with outpatient health services at public and private hospitals in Addis Ababa, Ethiopia.. African Journal of Primary Health Care & Family Medicine, 4(1), p. 384.
Thornton, R. et al., 2017. BioMed Central. [Online]
Available at: https://bmchealthservres.biomedcentral.com/articles/10.1186/s12913-017-2307-z
Ye, T. et al., 2016. US National Library of Health National Institutes of Medicine. [Online]
Available at: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5125036/
[Accessed 20 October 2017].