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Community perception on OPD performance of a teaching hospital in Gondar town
Insights
Most patients visiting Gondar College hospital
Area of Science:
- Public Health
- Healthcare Management
Background:
- Patient satisfaction is a critical indicator of healthcare quality.
- Understanding patient experiences in public hospitals is essential for service improvement.
Purpose of the Study:
- To assess patient satisfaction with services at the Out-Patient Department (OPD) of Gondar College of Medical Sciences Hospital.
- To identify specific areas of dissatisfaction, particularly concerning pharmacy services.
- To explore perceived treatment outcomes and suggest improvements.
Main Methods:
- Cross-sectional study involving interviews with 2,605 heads of households in Gondar Town.
- Data collected on hospital visits, service satisfaction, pharmacy experiences, and treatment outcomes.
- Quantitative analysis of satisfaction levels and drug availability.
Main Results:
- 42% of households visited the hospital's OPD in the past year.
- 78% of OPD visitors were dissatisfied with services, with the pharmacy being the most criticized unit.
- 76% of pharmacy visitors could not afford all prescribed medications; 61% reported improved health, while 7% died at home post-consultation.
Conclusions:
- Significant dissatisfaction exists among patients using the Gondar College hospital OPD, especially with pharmacy services and drug accessibility.
- There is a need for enhanced hospital management systems and greater community involvement to improve healthcare delivery.
- Addressing medication affordability and service quality is crucial for better patient outcomes.
Abstract:
Among 2605 heads of households interviewed in Gondar Town, 1,099 (42%) had visited the Out Patient Department of the Gondar College of Medical Sciences Hospital during the past one year. Of these, 856 (78%) were dissatisfied with the services. The pharmacy was perceived as the worst unit of the Department. Among the 1,042 visitors who had gone to the pharmacy, 76% were unable to buy all the drugs prescribed by the physicians. The outcome of treatment as perceived by the visitors were 671 (61%) improved and 71 (7%) died at home after seeking consultation at the OPD. Mechanisms of improving hospital performances such as greater community participation and improved management system are suggested.