Level of Patient Satisfaction with Inpatient Services and Its Determinants: A Study of a Specialized Hospital in Ethiopia

Table 4

Satisfaction levels of study participants in Black Lion Specialized Hospital (BLSH) with different service categories, Addis Ababa, Ethiopia, December 2015 (N  = 398).

Variables	Very dissatisfied	Dissatisfied	Neutral	Satisfied	Very satisfied
Services utilization-related information
Waiting time to get service	32 (8.0%)	114 (28.6%)	26 (6.5%)	190 (47.7%)	36 (9.0%)
Visiting hours	8 (2.0%)	61 (15.3%)	36 (9.0%)	228 (57.3%)	65 (16.3%)
Information on the service	21 (5.3%)	99 (24.9%)	48 (12.1%)	207 (52.0%)	23 (5.8%)
Admission processes	27 (6.8%)	108 (27.1%)	43 (10.8%)	194 (48.7%)	26 (6.5%)
Privacy	19 (4.8%)	63 (15.8%)	38 (9.5%)	219 (55.0%)	59 (14.8%)
Measures taken to assure confidentiality	26 (6.5%)	124 (31.2%)	42 (10.6%)	169 (42.5%)	37 (9.3%)
Signboards	27 (6.8%)	105 (26.4%)	40 (10.1%)	187 (47.0%)	39 (9.8%)
Patient and health care provider interaction
Health education provided by the health workers	23 (5.8%)	140 (35.2%)	42 (10.6%)	165 (41.5%)	28 (7.0%)
Nursing care	14 (3.5%)	47 (11.8%)	29 (7.3%)	242 (60.8%)	66 (16.6%)
Physician service	11 (2.8%)	39 (9.8%)	33 (8.3%)	235 (59.0%)	80 (20.1%)
Inpatient pharmacy services	25 (6.3%)	126 (31.7%)	38 (9.5%)	175 (44.0%)	34 (8.5%)
Availability of drug and supply	10 (2.5%)	67 (16.8%)	22 (5.5%)	236 (59.3%)	63 (15.8%)
Laboratory and radiology services	25 (6.3%)	72 (18.1%)	43 (10.8%)	216 (54.3%)	42 (10.6%)
Pain management	20 (5.0%)	65 (16.3%)	30 (7.5%)	224 (56.3%)	59 (14.8%)
Facility amenity-related information
Room accommodation	10 (2.5%)	67 (16.8%)	22 (5.5%)	236 (59.3%)	63 (15.8%)
Dietary service given by the hospital	28 (7.0%)	79 (19.8%)	45 (11.3%)	205 (51.5%)	41 (10.3%)
Toilet cleanliness	42 (10.6%)	124 (31.2%)	33 (8.3%)	164 (41.2%)	35 (8.8%)
Ward cleanliness	8 (2.0%)	51 (12.8%)	57 (14.3%)	225 (56.5%)	57 (14.3%)
Bed cleanliness	6 (1.5%)	45 (11.3%)	30 (7.5%)	242 (60.8%)	75 (18.8%)