Caregivers’ And Patients’ Perception Of Quality Emergency Health Care Services At Korle-Bu Teaching Hospital Accident Centre

ABSTRACT

Background

Emergency and rescue services ensure public health and safety by addressing diverse emergencies. An increasing disproportion between acute injuries or illnesses and clinical facilities has led to an over whelming burden on the Ghanaian Emergency Healthcare System. Recent deaths in the media resulting from this overburdened and challenged healthcare system has shone light on the importance of building a heath care system that meets the demand of population. The zeal on the part of healthcare workers to save lives has led to them providing services in unacceptable and sub-standard manner. Nursing of patients on floors or plastic chairs in hospital hallways or entrances decreases their survivals. An evaluation of theses services has become key in determining the quality of care provided. This study aims at determining the quality of emergency healthcare services at the Korle-Bu Teaching Hospital Accident Centre.

Methodology.

An analytical cross-sectional study involving 221 patients and 221 caregivers sampled consecutively at the Korle-Bu Teaching Hospital accident centre were interviewed. All participants willing to participate in the study were recruited until the final sample size was obtained. The SERVQUAL model was adapted for this study and as such the service quality dimensions assessed were tangibility, reliability, responsiveness, assurance and empathy. Paired t-test was used to assess the gap between caregivers‟ expectation and experience (perception) of these quality dimensions. Chi square test and independent t-test were used to determine factors significantly associated with patients‟ level of satisfaction. Logistic regression was used to model the association between level of patient satisfaction and significant factors.

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Results

Among the caregivers, the service quality dimension with the highest mean score for expectation was empathy (Mean= 3.86, SD= 0.62) and that for perception was assurance (Mean= 3.19, SD= 0.74). The mean gap between the expectation and perception of quality on all the dimensions were negative and statistically significant (p