Leadership and Patient Satisfaction in a Tertiary Health Care System

Abstract

Patient satisfaction is one of the best indicators for measuring the success of the services being provided in a health facility. This study investigates the leadership factors that influenced patient satisfaction in the tertiary health care facility of the University of Benin Teaching Hospital, Benin City;Nigeria. This hospital based crosssectional study was anchored on the social action theory, Talcott Parsons sick role model and concept of bureaucracy. Using a multi-stage sampling technique, 420 inpatients were randomly selected from five different units .(Medical, Surgical, Pediatrics, Obstetrics, and Gynecology and Emergency) of the hospital. Data was collected using semi-structured questionnaire and five in-depth interviews (IDls). Quantitative data were analyzed at univariate and bivariate levels, using descriptive statistics and Chi-square test while qualitative data were content analyzed. Findings revealed that there were good knowledge and level of awareness of the services available. Majority of the patients claimed that they were satisfied and rated the satisfaction experiences as moderate satisfaction with the health care services of the professional doctors and nurses in the hospital. Education (p