Assessment of level of patients' satisfactions towards radiological services and associated factors at Kabale Regional Referral Hospital

Abstract

Introduction: Despite relatively high national coverage of imaging services, patients continue to flock for imaging care in Kampala. It is assumed that this is a reflection of their perception of the quality or the actual quality offered in the peripheral and regional hospitals. Objectives: This study was conducted to assess the patients’ satisfaction with the environment, confidentiality and their privacy and their concerns and satisfaction about the waiting period at the department of radiology at Kabale regional hospital. Methods: A quantitative descriptive cross-sectional design was used involving 80 patients who were accessing radiology services at Kabale Regional Referral Hospital selected using convenience sampling. Data was collected using a structured questionnaire administered by the researcher and analyzed using Microsoft Office Excel into frequency tables and figures. Results were further interpreted in narratives. Results: Majority of respondents (66.3%) of patients found the radiology department was organized and majority (41.3%) reported that the layout of the department was good, however, majority (42.5%) were neutral about the comfort of the department; majority (63.7%) reported there were no other people involved during the examinations and giving results; (58.7%) reported taking a very long time scheduling their appointment and majority (51.3%) reported that their x ray/scan were performed with major delays with majority (63.7%) encountering delay during waiting before the examination and generally, majority (61.3%) were dissatisfied with radiology services. Satisfaction was higher in male patients compared to females (41.2% compared to 37.0%), younger age group of 18 to 30 years (64.7%), those who had tertiary level education (73.3%) and those who were civil servants (70.0%). Conclusion: Majority of patients were dissatisfied with radiology services. Satisfaction with radiology services was associated with male gender, younger age group of 18 to 30 years, tertiary level education, history of visits at the radiology department and x-ray services. Recommendations: The administration at Kabele Regional Referral Hospital should ensure comfortability of the radiology department to patients by installing implements such as air conditioners and seats and The Ministry of Health should ensure recruitment of more radiologists at the radiology departments in order to reduce on patient waiting time.