Holistic approach to improved patient satisfaction in family medicine clinic: Findings from a tertiary facility-based survey in Calabar, Nigeria

Abstract

Objectives: Patient satisfaction remains a critical tool for assessing quality of care in the emerging context of patient-centered care. The objective of this study was to assess patient satisfaction with services received at a tertiary family medicine clinic in Calabar, Nigeria. Material and Methods: This was a cross-sectional descriptive study with data collected from 208 adults by systematic random sampling using a validated self-administered patient satisfaction questionnaire-46. Data were analyzed using SPSS version 18. Results: Most respondents (188, 90.4%) were generally satisfied with overall services. Highest prevalence of satisfaction was with doctors (95.7%), while least prevalence of satisfaction was with facility (27.9%). Satisfaction with nurses and appointment each had prevalence rate of 69.2%, while 65.9% were satisfied with access to care. Proportionally, subjects who were satisfied with each of the five domains access, doctors and nurses care, appointment, and facility were also satisfied generally and vice versa (P < 0.05). Conclusion: In conclusion, a significant proportion of patients were satisfied with services received at the family medicine clinic. The level of patient satisfaction was dependent on the entire chain of service delivery. Patient satisfaction could be further improved by improving the five domains assessed, especially the condition of care environment at the clinic. Findings of this study may contribute significantly to improved patient care, add to existing local literature and further studies.