is it is not applicable. Secondly, many would

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.

We Will Write a Custom Essay Specifically
For You For Only $13.90/page!


order now

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. 

x

Hi!
I'm Rita!

Would you like to get a custom essay? How about receiving a customized one?

Check it out