Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa

Abstract Background The main purpose of a medical facility is to improve the welfare of patients, and user satisfaction is one of its primary goals. This study aimed to identify variables influencing patient satisfaction at the Plastic Surgery Outpatient Department of Chris Hani Baragwanath Academic...

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Main Author: Chrysis Sofianos
Format: Article
Language:English
Published: BMC 2023-09-01
Series:BMC Health Services Research
Subjects:
Online Access:https://doi.org/10.1186/s12913-023-10050-4
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author Chrysis Sofianos
author_facet Chrysis Sofianos
author_sort Chrysis Sofianos
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description Abstract Background The main purpose of a medical facility is to improve the welfare of patients, and user satisfaction is one of its primary goals. This study aimed to identify variables influencing patient satisfaction at the Plastic Surgery Outpatient Department of Chris Hani Baragwanath Academic Hospital, Gauteng, South Africa. By identifying factors affecting patient satisfaction, the services provided to patients may be improved. Methods A questionnaire was compiled focusing on patients over 18 years of age and using a Likert scale to measure factors influencing patients’ satisfaction with the services received. Descriptive statistics were applied. Results A total of 142 participants, 69% of whom were under age 40 and 52.8% were male, were recruited using a systematic sampling technique. In 78% of cases, this was the patient’s first visit to the clinic. The results revealed that the patients were not satisfied with the ease of appointment scheduling and waiting times. A high level of satisfaction was reported for both nursing staff and doctors, aside from a lack of clear and prominent display of name badges. Overall satisfaction was at the “satisfied” level, and no participants reported lower than neutral feelings. The CSAT score was 79.5%, which is considered “good” for healthcare. The participant’s level of education was significant in multiple items; those with the lowest education reported higher overall satisfaction. A model produced by regression analysis was found to be strongly significant statistically. Discussion Batho Pele principles in South Africa provide a framework for consulting with service consumers, ascertaining their happiness, and identifying methods to enhance their experience. According to this survey, people are happy with the human part of the services received, although areas such as scheduling appointments and the physical surroundings still need much work. Conclusion These aspects of treatment are occasionally disregarded in a medical organisation with insufficient finances. Developing these areas can help turn patients into devoted patrons of a healthcare facility. An effective strategy to boost customer satisfaction has been suggested to enhance service quality and, especially in South Africa, conform to Batho Pele service standards.
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spelling doaj.art-7e06364505a54c0fa334ac8da64bfa722023-11-19T12:48:38ZengBMCBMC Health Services Research1472-69632023-09-0123111410.1186/s12913-023-10050-4Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South AfricaChrysis Sofianos0 Division of Plastic and Reconstructive Surgery, University of the WitwatersrandAbstract Background The main purpose of a medical facility is to improve the welfare of patients, and user satisfaction is one of its primary goals. This study aimed to identify variables influencing patient satisfaction at the Plastic Surgery Outpatient Department of Chris Hani Baragwanath Academic Hospital, Gauteng, South Africa. By identifying factors affecting patient satisfaction, the services provided to patients may be improved. Methods A questionnaire was compiled focusing on patients over 18 years of age and using a Likert scale to measure factors influencing patients’ satisfaction with the services received. Descriptive statistics were applied. Results A total of 142 participants, 69% of whom were under age 40 and 52.8% were male, were recruited using a systematic sampling technique. In 78% of cases, this was the patient’s first visit to the clinic. The results revealed that the patients were not satisfied with the ease of appointment scheduling and waiting times. A high level of satisfaction was reported for both nursing staff and doctors, aside from a lack of clear and prominent display of name badges. Overall satisfaction was at the “satisfied” level, and no participants reported lower than neutral feelings. The CSAT score was 79.5%, which is considered “good” for healthcare. The participant’s level of education was significant in multiple items; those with the lowest education reported higher overall satisfaction. A model produced by regression analysis was found to be strongly significant statistically. Discussion Batho Pele principles in South Africa provide a framework for consulting with service consumers, ascertaining their happiness, and identifying methods to enhance their experience. According to this survey, people are happy with the human part of the services received, although areas such as scheduling appointments and the physical surroundings still need much work. Conclusion These aspects of treatment are occasionally disregarded in a medical organisation with insufficient finances. Developing these areas can help turn patients into devoted patrons of a healthcare facility. An effective strategy to boost customer satisfaction has been suggested to enhance service quality and, especially in South Africa, conform to Batho Pele service standards.https://doi.org/10.1186/s12913-023-10050-4Patient healthPatient satisfactionLoyaltyPlastic surgery techniqueManagementBatho Pele principles
spellingShingle Chrysis Sofianos
Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa
BMC Health Services Research
Patient health
Patient satisfaction
Loyalty
Plastic surgery technique
Management
Batho Pele principles
title Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa
title_full Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa
title_fullStr Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa
title_full_unstemmed Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa
title_short Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa
title_sort factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in south africa
topic Patient health
Patient satisfaction
Loyalty
Plastic surgery technique
Management
Batho Pele principles
url https://doi.org/10.1186/s12913-023-10050-4
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