Patient satisfaction with the services provided at a general outpatients' clinic, Ibadan, Oyo State, Nigeria

Abstract

Patient-based assessments of medical care are increasingly being used to measure the quality of health care. A variety of methods - qualitative and quantitative - are available. However, patient satisfaction surveys arc frequently used. Triangulation of methods increases both the validity and reliability of data. This study assessed patients' perception of care provided at an outpatient clinic using triangulation of methods. No evaluation of care provided at this clinic has been carried out since established. Four hundred and seven adult patients selected by systematic sampling technique were interviewed, 10 focus group discussion sessions (FGD) were held and observations were made at the record clerks' desk, nurses' desk and waiting hall. Also, 35 consultations were observed. Generally, all methods revealed high level of satisfaction with the different aspects of care assessed. However, assessment of satisfaction using survey method concealed a variety of negative experiences reported at FGD and observation. These discrepancies were related to satisfaction with the organization of the clinic, attitude of record clerks' and consultation process. The study provided valuable information to assist in improving the quality of care at the clinic; specifically, the long waiting time, attitude of the record clerks, the dearth of basic amenities, deficient patient-doctor communication skills and health promotion services.