Background: Over the last couple of years, Ghana’s Ministry of Health has continuously
strived at improving health care quality and make healthcare delivery in Ghana patient
centered. However, challenges remain. This study sought to assess caregivers’ perceptions
of quality of care at the Out Patient department of the Princess Marie Louise Hospital in
Objectives: The general objective this study was to assess caregivers’ perception on quality
of health care at the outpatient department of princess Marie Louis Children’s Hospital.
Methods: The study employed descriptive cross sectional design using a questionnaire as
the data collection tool. Two hundred and thirty (230) participants were surveyed using the
systematic sampling technique. A validated questionnaire (servqual) with five domains was
used to obtain information from caregivers. Bivariate analysis of categorical predictors
associated with quality of care was assessed with chi-square test. Multivariable analysis of
factors associated with the outcome variable was assessed using ordinal logistic regression
Results: The study showed that overall service quality expectations were higher than the
perceived care in all the five domains of service quality (tangible, reliability, responsiveness,
assurance and empathy). This led to a service quality gap score which was significant
(p=0.001) leading to caregivers dissatisfaction of health care. Caregivers perceived
willingness of health personnel to help and the ability of health facility to provide the
required service as very important factor when assessing health care.
Conclusion: The study revealed that overall expectations of service quality of caregivers at
the study site were higher than their perceived care. Caregivers’ expectations were not adequately met. The five domains of service quality in the study was also not adequately
met as perceptions fell short of caregivers’ expectations leading to moderate quality of care.
The ability of the health personnel to help and the facility to perform its intended function
was very important to caregivers. There should be policies to continuously evaluate and
monitor quality of care at health facilities tailored to caregivers’ expectations.
CDR, C (2021). Caregivers’ Perception Of Quality Of Care At The Out-Patient Department Of Princess Marie Louise Hospital, Accra. Afribary.com: Retrieved April 15, 2021, from https://afribary.com/works/caregivers-perception-of-quality-of-care-at-the-out-patient-department-of-princess-marie-louise-hospital-accra
Coalition, CDR. "Caregivers’ Perception Of Quality Of Care At The Out-Patient Department Of Princess Marie Louise Hospital, Accra" Afribary.com. Afribary.com, 08 Apr. 2021, https://afribary.com/works/caregivers-perception-of-quality-of-care-at-the-out-patient-department-of-princess-marie-louise-hospital-accra . Accessed 15 Apr. 2021.
Coalition, CDR. "Caregivers’ Perception Of Quality Of Care At The Out-Patient Department Of Princess Marie Louise Hospital, Accra". Afribary.com, Afribary.com, 08 Apr. 2021. Web. 15 Apr. 2021. < https://afribary.com/works/caregivers-perception-of-quality-of-care-at-the-out-patient-department-of-princess-marie-louise-hospital-accra >.
Coalition, CDR. "Caregivers’ Perception Of Quality Of Care At The Out-Patient Department Of Princess Marie Louise Hospital, Accra" Afribary.com (2021). Accessed April 15, 2021. https://afribary.com/works/caregivers-perception-of-quality-of-care-at-the-out-patient-department-of-princess-marie-louise-hospital-accra