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Global Research Journal of Medical Sciences Vol.2(3) pp.043 – 047 October 2012
Available online http://www.globalresearchjournals.org/journal/?id=GRJMS
Copyright ©2012 Global Research Journals
Case Study.
CLIENTS’ PERCEPTION OF QUALITY HOSPITAL SERVICE IN EKITI STATE, NIGERIA.
Oluwadare, C. T.
Department of Sociology, Ekiti State University, PMB 5363, Ado Ekiti, Nigeria
Email: ctoluwadare@yahoo.co.uk. Phone No. + 234-8033976565
Abstract
In this study, four hospitals out of the twenty - one state government hospitals in Ekiti State were sampled in order to examine the clients’ perception of quality hospital service using structured exit interview method. 328 respondents were interviewed. From the analysis, the average score of perceived quality of hospital service was 75 percent from a thirteen- question format. The highest score was for doctor-patient communication (over 90%), followed by drug use explanation (88%). The least score was on adequacy of health personnel especially doctors and nurses (68%), followed by affordability of drug (75%) and availability of drug (76%). Equally the ranking of assessment of quality shows that University Teaching Hospital was first with 91%, Aramoko General Hospital with 90%, Emure General Hospital with 80% and lastly Ikere Specialist Hospital with 77%. These findings and other explanations affirm the people’s positive evaluation of best service from the University Teaching hospital while the General Hospitals in the state have better perceived quality than the sampled Specialist Hospital. It is concluded that though there is physical access to existing structures of health care, there is a need to strengthen and improve the quality of health infrastructure and manpower in order to assure of sustained health outcomes.
Keywords: Quality, health, outcomes, care, satisfaction, access, sustainability