PATIENT-ASSESSED QUALITY OF CARE AND LEVEL OF SATISFACTION IN HEALTHCARE FACILITIES IN CROSS RIVER STATE, NIGERIA

Background Patients’ experiences with health care professionals are a central component of quality of care, complementing more technical aspects of care such as the appropriate use of medications and procedures. Aims This study sought to assess patients’ quality of care and level of satisfaction in healthcare facilities in Cross River State, Nigeria. Methods The study adopted a descriptive cross sectional survey employing quantitative data collection method that utilized a semi-structured questionnaire to collect data from patients. A multi-stage sampling procedure was used where 405 respondents were selected through simple random sampling. A 27 items semi-structured questionnaire was used to elicit data from respondents. Data collected were analyzed and presented using descriptive statistics. Results On a multi response options, the study showed that more than half 294(72.8%) respondents were satisfied with the services provided by healthcare professionals on their current admission; more than half of the respondents 235(58.2%) were satisfied with previous care received; about half 197(48.8%) of the respondents complained about long waiting time to be seen on admission; more than half 209(51.7%) of the respondents strongly disagreed that the hospital/ward environment into which they were admitted was clean and conducive, with a significant proportion 335(82.9%) who were unable to get all the prescribed drugs from the facility, while just 69(17.2%) of those not satisfied could recall some instances/aspects of healthcare they were not satisfied with where 49(12.2%) recalled poor attitude of healthcare professionals. Conclusions Timely care and better communication between patient and healthcare providers were recommended among others. What is already known on this topic There is a recorded level of patients’ dissatisfaction with healthcare in the study setting. What this study adds Poor attitude of healthcare workers has been associated with patients’ dissatisfaction with healthcare. Poor attitude of healthcare workers has been associated with poor work environment which by extension affect the mental health of healthcare staff. How this study might affect research, practice or policy This study outlines the implication of poor work environment on mental health of workers as by extension affects patients’ quality of care and as such calls better healthcare management by trained experts.