Assessment of Patients Perception of Health Service Delivery in Mubende Regional Referral Hospital (Outpatient Department)

ABSTRACT 

This is a study canied out in Mubende Regional Referral Hospital with the aim of assessing patients’ perception of health service delivery in Outpatient department (OPD).The hospital faces challenges among which indude limited space, inadequate funding and Inadequate staffing. The hospltai receives ciltidsm from politicians that the services offered are inadequate, yet the health workers feel that they provide the best services to patients. It is upon this background that the researcher proposed to undertake this study to assess and find out from patients who are the pilmary recipients of the health services, their views, remarks and beliefs in relation to services offered to them. This was a cross sectional study in form of a survey. 384 respondents of age 18 years and above were selected randomly to participate. Data was collected using questionnaires, analyzed and presented using frequency table and graphs. The findings indicate that perception of patients receMng services In OPD is generally good in view of the following: Clients receive good hospitality at the entrance to hospital, the general deanliness of the hospital Is good, health workers available to receive dients at OPD and handle them professionally, patients receive adequate information and education regarding their iiiness and the use of prescribed medicines. However dients wait longer hours between 2-4 hours to receive attention. The Hospital Administration is recommended to re-organise the outpatient department the tilage system and aiiocate more staff so that the waiting time Is reduced.

TABLE OF CONTENTS

Cover page

Declaration Ii

Dedication Ill

Acknowledgement IV

Abstract VI

Table of content vii

List of Tables X

List of Figures Xi

List of Acronyms Xii

CHAPTER ONE THE PROBLEM AND ITS SCOPE

1.0 Overview 1

1.1 Background of the study 1

1.2 Statement of the problem 3

1.3 Purpose of the study 4

1.4 Objectives 4

1.5 Research Question 5

1.6 Scope of the study 5

1.7 Significance of the study 5

1.8 Conceptual Frame work 6

1.9 Structure ofthe study 7

CHAPTER TWO: REVIEW OF RELATED LITERATURE,

2.0 Introduction

2.1 Literature on patients’ waiting time in hospitals 10

2.2 Literature on patients’ views of the health workers conduct while in hospitals 11.

2.3 Literature on patients’ understanding of the information given to them in hospitals 13

2.4 Literature on patients’ views of the treatment they receive in Hospital 16

CHAPTER THREE: METHODOLOGY

3.0 Overview 18

3.1 The study design 18

3.2 Study area and population 18

3.3 Sample selection and size 19

3.4 Data collection 19

3.5 Data processing and analysis 20

3.6 Data presentation 20

3.7 Limitation of the study 21

3.8 Ethical consideration 21

3.9 Dissemination of results 21

3.10 Summary 21

CHAPTER FOUR: PRESENTATION, ANALYSIS AND INTERPRETATION

OF DATA

Introduction 22

4.1 Data on respondents’ social Demographic characteristics 22

4.2 Data on Respondents’ Perception 27

4.3 Data presentation on Patients’ waiting time 36

4.4 Summary 39

CHAPTER FIVE FINDINGS, CONCLUSIONS, RECOMMENDATIONS

5.0 Overview 40

5.1.1 Respondents’Social demographic characteristics of 40

5.1.2 Perception of Respondents 42

5.1.3 Patients’ Waiting Time 45

5.2 Conclusions 46

5.3 recommendations 47

References 48

Appendix 3 Consent Form 49

Appendix 4 Permission Letter 50

Appendix 5 Questionnaire 51

Appendix 6 Map of Uganda showing Mubende District 54

Appendix 7 Map of Mubende District showing Mubende Hospital 55