Client Satisfaction Among Attendees of General Hospitals in Lagos State
CHAPTER ONE
Aim and objectives
Aim
The aim of the study is to assess client satisfaction among attendees of General Hospitals in Lagos state. The study will lay emphasis on Lagos State General Hospital
Specific objectives
In order to provide solutions to the stated problem of this research, the following specific objectives are provided:
- To determine the level of patient satisfaction with health services delivery in Lagos State General Hospitals;
- To find out patients perceptions on quality of health service delivery in Lagos State General Hospital;
- To determine health system factors predicting satisfaction with perceived quality of health service delivery in Lagos State General Hospital.
CHAPTER TWO
Literature review
Patient Satisfaction
Patient/client satisfaction measurement in health care provides important assessment of quality of healthcare indicators which are not adequately captured by other health service statistics such as patient data, waiting times, consultation times and proximity.
Bazant and Koenig (2019) conducted a study in Lagos, Nigeria with an aim of quantifying women’s satisfaction with delivery care in informal settlement. The study also purposed to determine characteristics of women and delivery in health care associated with satisfaction. Study variables included access to the facilities, provider empathy and location of facility in relation to the outcome variable which was patient satisfaction. The study methodology adopted a household survey design to collect the data.
Nwankwo et al., (2010) carried out a study in London whose purpose was to explore patients’ satisfaction with access to treatment in both the public and private healthcare sectors in London. The study used a cross-sectional study design employing both qualitative and quantitative methods of data collection were used to determine levels of patient satisfaction. A semistructured face to face nonprobability quota sampling and a probability sample drawn from multistage cluster sampling methods were employed.
The study assessed how access, users experience and service climate factors (e.g. getting attention from doctors, time taken to get appointments, access to core treatment and opening hours) influenced patient satisfaction. Principal factor analysis was used to identify factors which had greater impact on the satisfaction levels of the patients. According to the study findings, healthcare users experience unsatisfactory outcomes in relation to service climate factors (e.g. getting attention from doctors, time taken to get appointments, access to core treatment and opening hours) were the most significant factors which influenced satisfaction scores of the patient.
Hutchinson et al. (2011) carried out a study whose purpose was to quantify differences in the quality of family planning (FP) services at public and private providers in three representative sub-Saharan African countries, to assess how these quality differentials impact upon FP clients’ satisfaction, and to suggest how quality improvements can improve contraceptive continuation rates. The study variables used included client satisfaction scores (outcome variable), waiting times and availability of supplies. This study was done in three countries: Tanzania, Nigeria and Ghana. The study methodology used multi-stage cluster sampling design to select and study respondents. Indices of technical, structural and process measures of quality were constructed from Service Provision Assessments (SPAs) conducted in Tanzania (2016), Nigeria (2014) and Ghana (2019) using direct observation of facility attributes and client-provider interactions. Data analysis involved used of marginal effects from multivariate regressions controlling for client characteristics and the multi-stage cluster sample design was used to assess the relative importance of different measures of structural and process quality at public and private facilities on client satisfaction.
CHAPTER THREE
METHODOLOGY
Materials and method
Study Area
Lagos sometimes referred to as Lagos State to distinguish it from Lagos Metropolitan Area, is a state located in the southwestern geopolitical zone of Nigeria. The smallest in area of Nigeria’s 36 states, with a population of over 15 million, Lagos State is arguably the most economically important state of the country, containing Lagos, the nation’s largest urban area. It is a major financial centre and would be the fifth-largest economy in Africa if it were a country.
General Hospital, Lagos Odan is situated in Odan, Lagos Island, between Broad Street and Marina in the central business district. The hospital is one of the several general hospitals of the Lagos State Government. It was established as a military hospital for the treatment of ill members of the British Armed forces during the colonial era. At the time of its establishment in 1893, it was the first general hospital in Nigeria. The pioneer staff were nationalities of the British Commonwealth. On 1 October 1960, the hospital was handed over to the Federal Government and on 7 May 1967, it was finally taken over by the Lagos State Government. The Nursing School was established in 1952. Other services which commenced included General Out-Patient services, Surgery, Obstetrics and Gynecology. The Obstetrics and Gynecology Department was transferred to Massey Street (Ita Eleiye) where most prominent Lagosians were born. The Nigerian Medical Association (NMA) was established at the hospital. The hospital has served as a training center for Doctors, Pharmacists, Nurses, Radiographers and Technologists across the country. The hospital has about 250 beds.
Study Population and eligibility criteria
The study population will include 4,650 patients who constituting 4,000 general outpatient visits and 650 inpatient visits from January 1st to September 30th, 2021.
Inclusion Criteria
The following persons were allowed to participate in the study:
- All patients who are present in the facility at the time of data collection.
- Any selected respondent who give informed consent to participate in the study.
- Respondents who are above 18 years.
CHAPTER FOUR
RESULTS AND DISCUSSION
Distribution of sampled patients
CHAPTER FIVE
SUMMARY, CONCLUSION, AND RECOMMENDATION
Summary
Limitation of the study
The constraints encountered in the study are;
- Financial constraint- Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
- Time constraint- The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work.
Dissemination of findings
Dissemination of the findings will be essential for uptake, and uptake and use of research findings is crucial for the success and sustainability of practice-based research networks (PBRNs) in the long term.
funding
This study will receive any funding from any external source. It will therefore be a self-funded research.
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