Patient al, 2013). Globally, patient satisfaction is important

Patient
satisfaction is the element that measures how well a service or a product from
a hospital meets patients’ needs (Hill, et al 2013). Basically, also Schempf and
Kaufman, (2011) speaking about the same satisfaction said that a patient is
satisfied when they feel they have gotten more than what they wanted and accepted
that the experience they got at the hospital is as acceptable. Schiffman, and
Hansen (2014), mentioned in another better definition that patient satisfaction
is when a patient accepts the hospital performance of the product or service as
compared to his or her expectations.

Patient
satisfaction has been measured using the SERVEQUAL Model by Parushumal et al
(1985) which said that satisfaction should be considered by looking at the
reliability, tangibility, responsiveness, assurance and empathy of the services
offered as compared to the satisfaction shown. So, for instance, patients may
be satisfied if the services are timely, the staff at the hospital responds in
a friendly way, if the services are able to meet the actual needs of the
patient and if the hospital rooms, nurses and doctors are clean and tidy (Kandampully
et al, 2013).

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Globally,
patient satisfaction is important when you consider that the demand for
healthcare services is constantly on the rise and has increased recently
(Schempf & Kaufman, 2011). A study in the USA by Garner and Raudenbuch, (2012)
found that approximately 38% of sampled patients felt dissatisfied with the
services offered at the hospitals they attended. The study was done in 57
hospitals around the whole country. Another study was done by Grumbach, et al
(2013) in three Scandinavian countries of Norway, Sweden and Denmark and showed
a lower percentage of 14% of patients who were dissatisfied with the services
offered at hospitals. There is little information that can be found in Africa,
however, two studies have shown results of patient dissatisfaction in service
delivered. The first was done by Olekgun (2012) in Nigeria that showed that
approximately 57% of patients in Nigeria, both inpatient and outpatients, were dissatisfied
with the service. They mentioned poor aspects in available resources, poor
staff attitudes and knowledge and the quality of the services offered. The
other study was done in Ghana by Sitzia, and Wood (2013), that showed that
Ghanaians were dissatisfied with the services offered at 59%.  In Kenya, the most notable study was done by
Mwangi (2012) which found out that the patients were basically more satisfied
with their interaction with Clinical Officers (rated at 67 percent) than with
access to care (61 percent). The Ministry of medical Services (2009) also
mentioned that patient satisfaction was at 58 percent.

Basically,
many people in Kenya spend a lot of money on health care (WHO, 2013) and so
they need to be satisfied. Also, since health care is part of SDGS and a human
right, patient satisfaction is necessary. Again, patient satisfaction is
necessary to keep any spreading disease at bay as when patients are satisfied
they would rather come to the hospital when sick than stay at home. Therefore,
this study may help to improve access to information in the area.

When
patient satisfaction is not met, patients would seek health services in places
where it is not applicable. Secondly, many would choose not to pay up and this
would impact on the overall health provision in the country. Others downsides
include lack of confidence in the health care system, poor service delivery and
risk for outbreaks where patients don’t seek help immediately.

1.2 Problem Statement

Patient
satisfaction is necessary if the healthcare system is to work effectively. If
the patient is dissatisfied there is the chance that they may not use all the
resources in the hospitals. Also, the management of the hospitals may also not
get better value for the services they offer (Sitzia, and Wood, 2013). Also
considering the significant dissatisfaction levels in many parts of the world,
there is need to study the issue about patient satisfaction in service
delivery. In fact, Garner and Raudenbuch, (2012) found that approximately 38%
of sampled patients in the USA felt dissatisfied with the services offered at
the hospitals. Grumbach, et al (2013) in three Scandinavian countries of
Norway, Sweden and Denmark showed a lower percentage of 14% of patients who
were dissatisfied with the services offered while in Africa, Olekgun (2012) in
Nigeria showed that approximately 57% of patients were dissatisfied with the
service. Sitzia, and Wood (2013), showed that Ghanaians were dissatisfied with
the services offered at 59%.  There is
however scanty information on the factors affecting patient satisfaction in
Kenya and in Uasin Gishu in as much as the complaints sheet at the Uasin Gishu
County hospital show significant complaints from patients. That is why the
study seeks to look into the factors affecting patient satisfaction in Uasin
Gishu County Hospital.

1.3 Research Objectives

1.3.1 Main Objective

To investigate the factors
affecting patients’ satisfaction in service delivery in Uasin Gishu County Hospital,
Eldoret Kenya

1.3.2
Specific Objectives

       
i.           
To establish the level of patients’
satisfaction in service delivery in Uasin Gishu County Hospital

      ii.           
To determine the affecting of availability
of medical resources on patients’ satisfaction in service delivery in Uasin
Gishu County Hospital

    iii.           
To assess the affecting of quality of
service on patients’ satisfaction in service delivery in Uasin Gishu County
Hospital

    iv.           
To find out the affecting of cost of
services on patients’ satisfaction in service delivery in Uasin Gishu County
Hospital

 

1.4
Justification of the Study

Patient
satisfaction in healthcare service is a foundation that enhances growth and
also ensures patient loyalty in the long run (Kirshnan, 2014). Also, health is
wealth, so measuring patients’ satisfaction and the factors that affecting it
is very essential to the healthcare system in Kenya. At the same time
identifying and acknowledging the health care service that is most significant
to the population. Thus, the study is necessary to determine the factors affecting
patients’ satisfaction in service delivery in Uasin Gishu County Hospital,
Eldoret Kenya. This will be done by looking at specific factors of cost, staff
attitude, quality of service and availability of medical resources. 

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