African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4131

Full Length Research Paper

Differentials in patients’ satisfaction with routine radiological services: A cross-sectional study in a developing country

Ogbonnia Godfrey Ochonma
  • Ogbonnia Godfrey Ochonma
  • Department of Health Administration and Management, Faculty of Health Sciences and Technology, College of Medicine, University of Nigeria, Enugu Campus, Enugu State, Nigeria.
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Bartholomew Soludo Eze
  • Bartholomew Soludo Eze
  • Department of Medical Radiography and Radiological Sciences, Faculty of Health Sciences and Technology, College of Medicine, University of Nigeria, Enugu Campus, Enugu State, Nigeria.
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Charles Ugwoke Eze
  • Charles Ugwoke Eze
  • Department of Medical Radiography and Radiological Sciences, Faculty of Health Sciences and Technology, College of Medicine, University of Nigeria, Enugu Campus, Enugu State, Nigeria.
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  •  Received: 08 June 2016
  •  Accepted: 05 August 2016
  •  Published: 28 September 2016

Abstract

Patient satisfaction survey with health care services is a growing concept in Nigeria where study on the subject is just beginning to gather momentum. Satisfaction with health care services has not been given the attention it deserves, let alone comparing institutional differences on the subject. The purpose of this study was to understand the factors that may account for differentials in patient satisfaction with radiological services in a public and a private hospital. A cross-sectional descriptive study was carried out in two hospitals of public and private nature in Enugu metropolis, Southeast Nigeria. Three hundred respondents responded to the survey; one hundred and forty five from the public hospital and one hundred and fifty five from the private hospital. Males were ninety two 92(30.7%) in number while females constituted the majority with two hundred and eight 208(69%). The data was analyzed in terms of descriptive statistics using 95% confidence interval. ANOVA test for significance, chi-square for association and regression for differences were applied in the analysis. Patient satisfaction with radiological services was better and in favour of the private hospital which registered a mean level of satisfaction of 3.96 as against the public hospital that registered a mean level of satisfaction of 3.43, at 95% confidence interval. Respondents at both facilities were not impressed by radiographers/nurses in nine same service areas and as such performances in those areas were poorly rated and were seen as sources of dissatisfaction. Providers of health care services and radiographers in particular need special orientation in customer relations to foster good patient satisfaction strategies. Governments and the university system could help in this direction by improving on the curricula of radiographers to include professional code of conduct and patient-centredness while in the university.

 

Key words: Differentials, patients, satisfaction, routine, radiological, services, public, private, professional, conduct.