Perceived Patient Satisfaction and Associated Factors among Psychiatric Patients Who Attend Their Treatment at Outpatient Psychiatry Clinic, Jimma University Medical Center, Southwest Ethiopia, Jimma, 2019

Abstract

Background. In health care, patient satisfaction is an attitudinal response and a pillar for quality assurance, but there is reluctance to measure it among mentally ill patients. Satisfied patients become more compliant. However, no study was done in this study area before. Therefore, this study was conducted to determine the magnitude of perceived patient satisfaction and associated factor at Jimma University Medical Center, outpatient psychiatry clinic. Methods. Cross-sectional study design was conducted, and systematic random sampling technique was used to get study participants. The 24-item Mental Health Service Satisfaction Scale (a validated tool in Ethiopia) was used to assess patient satisfaction. Data was entered using Epi-data 3.1 and exported to the Statistical Package for the Social Sciences 22.0 for analysis. Linear regression analysis (P<0.05) was used to identify the association between the outcome and independent variable. Result. 414 respondents participated in the study with response rate of 98%. The overall percentage of patient satisfaction was 50.3% (95% CI 48.4%–51.2%). Being male (β=−0.651, 95% CI (-0.969, -0.332)), having secondary and above educational status (β=−1.250, 95% CI (-1.765, -0.735)), living in a rural area (β=−1.358, 95% CI (-1.687, -1.030)), having a diagnosis of major depressive disorder (β=1.719, 95% CI (1.332, 2.106)) and bipolar disorder (β=1.203, 95% CI (0.890, 1.516)), far in distance from the hospital (β=−3.250, 95% CI (-4.662, -2.450)), having a history of current substance use (β=−1.719, 95% CI (-2.015, -1.423)), longer in waiting time (β=−3.853, 95% CI (-4.701, -2.205)), and strong social support (β=0.456, 95% CI (0.231, 0.654)) were variables significantly associated with patient satisfaction. Conclusion and Recommendation. This study found that half of the study participants are satisfied with the service. Distance from the hospital, current substance use, waiting time, and having good social support were identified as modifiable factors that can be improved through working with stakeholders to increase patient satisfaction.