Determinants of ambulatory patients’ satisfaction with encounter at core service stations in a tertiary hospital of a developing country

Patients may have different and complex convictions of what their idea of satisfaction is, which may not be addressed regarding what they perceive as satisfaction. Therefore, using the patients’ demographic and clinical characteristics could tailor the individual needs of these patients, hence, providing feedback and recommendations on improvement in services provided. This study examined the determinants of patients’ satisfaction with general outpatient department (GOPD) services of a tertiary hospital in Rivers State, Nigeria. A descriptive cross-sectional study was carried out among new and repeat patients attending the GOPD of the University of Port-Harcourt Teaching Hospital, Rivers State, Nigeria. A structured questionnaire was used to obtain information from 332 patients recruited into the study using a multi-stage sampling method. Patients were more satisfied with consultations and nursing services than they were with services received at the medical records department. Patients’ socio-demographic and clinical characteristics that influence that satisfaction included age, marital status, visit status, insurance status, and level of schooling. This study provides insights on factors that determine the satisfaction of ambulatory patients with the record, nursing, and consultation services. Modifiable factors will form the basis for a future intervention to improve patient experiences in this facility. Experience Framework This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this lens.