Research Article
Satisfaction toward Quality of Care and Associated Factors among Patients Admitted to Gambella General Hospital, Gambella Region, Southwest Ethiopia
Table 2
Patient satisfaction status with tangibility, reliability, responsiveness, assurance, and empathy, Gambella Hospital, southwest Ethiopia, 2020 (n = 271).
| | Variables | Highly dissatisfied no (%) | Dissatisfied no (%) | Satisfied no (%) | Highly satisfied no (%) |
| | Tangibles | | Ward space adequacy | 6 (2.2) | 102 (37.6) | 146 (53.9) | 17 (6.3) | | Ward lighting | 2 (0.7) | 81 (29.9) | 174 (64.2) | 14 (5.2) | | Ward air ventilation | 6 (2.2) | 152 (56.1) | 108 (39.9) | 5 (1.8) | | Ward equipment | 4 (1.5) | 101 (37.3) | 149 (55.0) | 17 (6.2) | | Neat employee appearance | 6 (2.2) | 109 (40.2) | 147 (54.2) | 9 (3.3) | | Condition of food | 7 (2.6) | 108 (39.9) | 143 (52.8) | 13 (4.8) | | Access to adequate water | 18 (6.6) | 170 (62.7) | 74 (27.3) | 9 (3.3) | | Condition of latrine | 42 (15.5) | 173 (63.8) | 50 (18.5) | 6 (2.2) | | Clean and attractive physical facility | 9 (3.3) | 121 (44.6) | 130 (48.0) | 11 (4.1) | | Signs and directions | 24 (8.9) | 162 (59.8) | 83 (30.6) | 2 (0.7) | | Ward convenience to other services | 6 (2.2) | 137 (50.6) | 117 (43.2) | 11 (4.1) | | Hospital convenience to home | 3 (1.1) | 128 (47.2) | 133 (49.1) | 7 (2.6) |
| | Reliability | | Admission procedure | 27 (10.0) | 159 (58.7) | 82 (30.3) | 3 (1.0) | | Providing service as promised | 8 (3.0) | 118 (43.5) | 120 (44.3) | 25 (9.2) | | Availability of sufficient staff | 7 (2.6) | 104 (38.4) | 138 (50.9) | 22 (8.1) | | Clear and concise working process | 8 (3.0) | 110 (40.6) | 132 (48.7) | 21 (7.7) | | Drugs and supplies availability | 15 (5.5) | 174 (64.2) | 77 (28.4) | 5 (1.8) | | Treatment outcome | 4 (1.5) | 131 (48.3) | 117 (43.2) | 19 (7.0) |
| | Responsiveness | | Provision of prompt service | 21 (7.7) | 156 (57.6) | 89 (32.8) | 5 (1.8) | | Adequate information about treatment | 16 (5.9) | 151 (55.7) | 99 (36.5) | 5 (1.8) | | Get providers’ support when needed | 8 (3.0) | 146 (53.9) | 109 (40.2) | 8 (3.0) | | Providers’ willingness to help at any time | 15 (5.5) | 147 (54.2) | 105 (38.7) | 4 (1.5) | | Adequate visiting hours | 8 (3.0) | 99 (36.5) | 148 (54.6) | 16 (5.9) |
| | Assurance | | Maintenance of confidentiality | 7 (2.6) | 111 (41.0) | 134 (49.4) | 19 (7.0) | | The way providers made you comfortable | 5 (1.8) | 121 (44.6) | 130 (48.0) | 15 (5.5) | | The way providers made you feel secured | 6 (2.2) | 121 (44.6) | 129 (47.6) | 15 (5.5) | | Perceived capacity of providers | 4 (1.5) | 130 (48.0) | 119 (43.9) | 18 (6.6) | | Courteous and polite behavior of the staff | 13 (4.8) | 160 (59.0) | 96 (35.4) | 2 (0.7) | | Payments | 9 (3.3) | 176 (64.9) | 75 (27.7) | 11 (4.1) |
| | Empathy | | Attention the provider paid to you | 19 (7.0) | 133 (49.1) | 112 (41.3) | 7 (2.6) | | Provider’s interest to you as person | 3 (1.1) | 110 (40.6) | 140 (51.7) | 18 (6.6) | | Understanding of your needs and concerns | 17 (6.3) | 155 (57.2) | 96 (35.4) | 3 (1.1) | | Respond requests properly | 19 (7.0) | 159 (58.7) | 83 (30.6) | 10 (3.7) | | The way you treated respectfully | 11 (4.1) | 164 (60.5) | 94 (34.7) | 2 (0.7) | | Convenience of working hours | 5 (1.8) | 121 (44.6) | 134 (49.4) | 11 (4.1) |
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