Towards dignified healthcare: Patients’ understanding and experiences of respectful and disrespectful care in healthcare facilities in Ghana

Abstract

Respectful and disrespectful care profoundly influence communication and collaboration between caregivers and patients, shaping outcomes across the continuum of care. Despite patients being the primary users of healthcare services, their experiences of respectful and disrespectful care remain underexplored in Ghanaian healthcare settings. To address these systemic inadequacies, this study explored patients' understanding and experiences of respectful and disrespectful care. The study employed a qualitative design and was conducted in six healthcare facilities across Ghana. Thirteen focus group discussions were conducted with 90 participants, aged 18-87 years, between October and December 2022. Data were audio-recorded, translated, transcribed, and thematically analyzed. The mean age of participants was 42.7 ± 15.3 years, with a majority (72.2%) being female. Participants associated respectful care with timeliness and quality of patient reception, showing hospitality and friendliness to patients, clarity of communication and patient involvement in decisions, and providing non-discriminatory care. On the other hand, disrespectful care was characterized by long waiting times, poor coordination, poor staff attitudes, privacy violations, neglect of patient priorities, navigational challenges, inadequate infrastructure, and lack of required medicines, equipment, and supplies. These experiences significantly influenced participants' psychological well-being, satisfaction, and future healthcare-seeking behavior. While respectful care fosters trust and well-being, disrespectful care erodes satisfaction and discourages engagement with healthcare services. Systemic inadequacies must be urgently addressed to create a dignified, inclusive, compassionate, and responsive healthcare system in Ghana.