Patient satisfaction survey in a public hospital: Remera Rukoma District Hospital, Rwanda, 2023

Abstract

<title>Abstract</title> <bold>Background:</bold> While high patient satisfaction is linked to better healthcare outcomes like lower readmission rates and shorter stays, its direct impact on clinical results is debated. However, gathering patient satisfaction data offers valuable insights for hospitals. It helps identify areas for improvement in patient experience with staff, potentially leading to better clinical outcomes and empowers hospitals to make data-driven decisions for resource allocation. Since Remera Rukoma Hospital (RRH) lacks data on patient satisfaction and specific concerns, therefore, this study aimed to assess patient satisfaction level and identify areas for improvement in service delivery at RRH. <bold>Methodology: </bold>A cross-sectional study was conducted at RRH to assess patient satisfaction. A mixed qualitative and quantitative approach was used, involving surveys and interviews with 164 inpatients and 220 outpatients. Fisher formula was used to get 384 sample. Data collection occurred between September and November 2023. Response for satisfactions was estimated as follow: Very Satisfied, (&gt;70%), Satisfied (=&gt;50-69.9%), Not satisfied (=&lt;49.9%). SPSS Version 25 was used in data analysis. <bold>Result: </bold>The findings showed that 43.06% and 56.96 are male and female respectively combining both in and out patients. It was found that 35.9 of out patients are dissatisfied with cashiers’ services, 46.9% among out patient dissatisfied with waiting time at pharmacy. However, 74.4% among inpatient were satisfied with admission process, and 69,5% of inpatient didn’t receive timely feedback on test results. On overall 52.55% of the participant were highly satisfied, 29%satisfied, and 18% were not satisfied. <bold>Conclusion:</bold> While Remera Rukoma Hospital received positive feedback overall, key areas need improvement. Communication gaps, lengthy wait times at pharmacy and cashier, medication stock-outs, and discharge delays require immediate attention. Addressing these issues through clearer communication, streamlined processes, better inventory management, and efficient discharge procedures is crucial to enhance patient experience and maintain the hospital's quality reputation.