High Usage Low Satisfaction: Older Adults' Experience in Secondary/Tertiary Healthcare Facilities in Ekiti State. Nigeria

Abstract

Background: Patient satisfaction is an important indicator of healthcare quality. This is more so among older adults who often require frequent healthcare servicesObjective: This study was designed to assess levels of satisfaction and the mitigating factors among older adults utilizing secondary/tertiary public healthcare facilities in Ekiti State, NigeriaMethods: This was a cross-sectional study conducted among older adults attending secondary/tertiary public healthcare facility in Ekiti State. Data on patient satisfaction, waiting time, staff attitude, and service organization were collected using a structured questionnaire. Descriptive analyses were performed.Results: Secondary/tertiary public hospitals were most preferred by the older adults; however, overall satisfaction with services was low. The most frequently reported reasons for dissatisfaction were attitude issues especially from medical record unit, prolonged waiting time, and cost of drugs. Clinical care was less frequently cited as a reason for dissatisfaction.Conclusion: Despite being the most patronized, secondary/tertiary public health facilities in Ekiti State fail to meet the service experience expectations of older adults. Interventions must target staff-patient interaction and administrative efficiency to improve patient satisfaction and promote age-friendly health services.