Caregivers’ Perception Of Quality Of Care At The Out-Patient Department Of Princess Marie Louise Hospital, Accra

ABSTRACT 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 Accra. 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 analysis. 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.