ABSTRACT
Patients’ perception of care is considered to influence their satisfaction with the service provided. To understand patients’ satisfaction, patients’ perception of care must first be understood.The consequence of low perceived quality of care thus dissuades others from seeking care7
A total of 72 self-completion questionnaires were delivered to two radiology departments within Enugu metropolis. The questionnaires included questions on patient demographics as well as ordinal scales for patients to rate their care on various indices and an open-ended question was used to assess patients’ perception of care and expectations from radiology staff. 70 questionnaires (97.2%) were returned. Descriptiveanalysis was done.
Patients’ perception of care correlated significantly with patients’ satisfaction. Good staff-patient interaction and proper organizational behavior could improve patients’ perception of care.
LIST OF TABLES
Table 1: Presentation of age of the respondents
Table 2: Distribution of educational background of the respondents
Table 3: Response on reception into radiology dept.
Table 4: Response on waiting time before HSG exam was conducted.
Table 5: Response on waiting time after the HSG exam
Table 6: Response on explanation for the delay
Table 7: Response on the attention received
Table 8: Response on awareness of the complications involved
Table 9: Response on the care treatment they received in the department
Table 10: Response on the overall satisfaction
Table 11: Comparing the overall satisfaction of the respondent between the two hospitals
LIST OF FIGURES
Figure I: Female Pelvic Anatomy
Figure II: Sagittal view of the anatomy of the female reproductive system
Figure III: HSG radiograph
Figure IV: Instruments for HSG
Figure V: Distribution of patient’s age
Figure VI: Patient’s reception into the radiology department
Figure VII: patient’s satisfaction rating in government and private hospitals
Figure VIII: Distribution of educational background of the respondents
TABLE OF CONTENT
Title page………………………………………………………………….i
Dedication…………………………………………………………………ii
Approval page…………………………………………………………….iii
Certification……………………………………………………………….iv
Acknowledgement…………………………………………………………v
List of tables……………………………………………………………….vi
List of figures………………………………………………………………vii
Table of contents…………………………………………………………..viii
Abstract…………………………………………………………………….ix
CHAPTER ONE: INTRODUCTION
1.1 Background of The study - - - - - - -
1.2 Statement of problem - - - - - - - -
1.3 Objective of the study - - - - - - - -
1.4 Significance of study - - - - - - - -
1.5 Delimitation of study - - - - - - - -
1.6 Literature review - - - - - - - - -
CHAPTER TWO: THEORETICAL BACKGROUND
2.1 Anatomy of Female Pelvic Area - - - - - - -
2.2 Perception and satisfaction of patients - - - - - -
2.3 Factors that affect patient perception of care - - - - -
2.3.1 Responsiveness - - - - - - - - -
2.3.2 Assurance - - - - - - - - -
2.3.3 Empathy and Compassion - - - - - - -
2.3.4 Professionalism - - - - - - - - -
2.3.5 Instrumentation and Security - - - - - - -
2.3.6 Technical Quality - - - - - - - -
2.3.7 Communication - - - - - - - -
2.3.7.1 Essentials of good communication - - - - - -
2.3.8 Environment of care - - - - - - - -
2.3.9 Waiting time and Time management - - - - - -
2.4 Hysterosalpingography - - - - - - - -
2.4.1 Preparation for HSG - - - - - - - -
2.4.2 The procedure for HSG exam - - - - - -
2.4.3 Risks /complications of HSG - - - - - - -
2.4.5 After care - - - - - - - - - -
CHAPTER THREE: RESEARCH METHODOLOGY
3.1 Research design - - - - - - - - -
3.2 Location of study - - - - - - - - -
3.3 Target population - - - - - - - -
3.3.1 Inclusion criteria - - - - - - - - -
3.3.2 Exclusion criteria - - - - - - - - -
3.4 Method of Data collection - - - - - - -
3.5 Ethical consideration - - - - - - - -
3.6 Method of data analysis - - - - - - -
CHAPTER FOUR
RESULTS AND ANALYSIS
4.1 Data Presentation - - - - - - - -
CHAPTER FIVE: DISCUSSION, CONCLUSION AND RECOMMENDATIONS
5.1 DISCUSSION - - - - - - - -
5.1.1 Background Characteristics of the Respondents - - -
5.1.2 Objective 1 - - - - - - - - -
5.1.3 Objective 2 - - - - - - - - -
5.1.4 Objective 3 - - - - - - - - -
5.1.5 Objective 4 - - - - - - - - -
5.2 Conclusion - - - - - - - -
5.3 Recommendations - - - - - - - -
5.4 Limitations of the study - - - - - - -
5.5 Areas of Further Research - - - - - - -
Reference - - - - - - - -
Appendix - - - - - - - -
INTRODUCTION
Patients’ perception of health care encounter has been shown to influence the degree to which medical care is sought and the extent to which medical advice is accepted and complied with. As calls are made for more patient centered health care system, it becomes critical to define patient’s perception of health care quality and to understand more fully what drives those perception1. Hulka et alhas observed that consumer opinion is a factor which can either promote or inhibit the utilization of medical services2. Health care workers must anticipate the demands of the patients’ population and use the data obtained through consumer opinion survey constructively to effect positive change to the health care delivery system. It is ironic that so little time and effort has been spent assessing the need of the patient, the most important person in the health care system. The healthcare workers have assumed that their belief represent the opinion of the patient, when in fact, they have different dimensions in the aspect of care3.
Patients’ reported measures have several advantages over previously available technical measures. For instance experiences with care are more easily understood by the patients’ than technical measures. Some however, may question the importance of patients reported experiences because they might reflect factors such as a patient’s general mood or response tendencies in addition to the actual quality of care4.
Patients’ offer a unique perspective for evaluating the non-technical aspect of medical care; this study reviews the importance of using patients’ perception to measure quality of care. Perception measure whether a patient needs and expectation are met, in addition to satisfaction. One of the most accurate and efficient means of measuring patients perception is through the use of survey5.
As focus has shifted from the health care provider to the health care consumer, patients’ satisfaction is widely used to assess quality of service. To understand patients’ satisfaction, patients’ perception of care must first be understood, as to rate a service on a satisfaction scale, the patient has first to perceive the service. Health care as an industry has changed and grown with quality care being recognized as a right rather than a privilege. After receiving a service, the patient compares the perceived service with the expected one, if the perceived service matches or exceeds their expectation they opt to come to the hospital again and recommend it to a needy person. The hospital administrations as well as all health care workers have to be clever enough to understand the patient and to know what the patient actually want. This can be achieved by getting to know the patients view on care 6.
Patient perception of responsiveness of medical staff might reflect the hospitals safety culture and the adequacy and attentive of hospital acquired infection. Improving clients’ perception of service quality has become a central concern to health managers, policy makers and researchers in recent years. The consequence of low perceived quality of care thus dissuades others from seeking care7.
Health workers thoroughness in taking histories, conducting exams and communicating with patient was the strongest determinants of client perceived quality. Several studies have found that the behavior of health personnel is associated with the client perceived quality, but this behavior is more commonly linked to interpersonal or relational aspect rather than the technical aspect of care. Studies on the effect of patient sex on perceived quality and patient satisfaction show that female providers are reported to provide higher level of satisfaction than male providers. Thus the increasing number of female providers has long been seen as a way to increase access to quality health care. The client perception of quality are sensitive to the amount of time client are kept waiting before been seen by the provider but not sensitive to the amount of time the provider spends with them8.
The provision of high quality medical care and insurance of patient satisfaction depend in part upon the ability and willingness of physicians to establish a rapport with their patient and to develop effective physician-patient communication. Patients’ overall satisfaction with the health worker can be assessed in relation to;
a. Proficiency at communicating and listening
b. Capability of providing effective care
c. Technical competence
To measure a patient perception of medical care, the following factor must be considered:
• Patient to doctor Communication
• Responsiveness of hospital staff.
• Cleanliness and quietness of the hospital (Radiology department)
• Discharge information to patient
• Patient willingness to recommend the hospital
• Overall rating of the hospital.
• Pain management