HEALTH SERVICE DELIVERY AND CUSTOMER SATISFACTION IN GOVERNMENT FOUR HEALTH CENTER : THE CASE OF LIDETA HEALTH CARE,ABENTE HEALTH CARE,T/MANOT HEALTH CARE AND G/KUTEBA HEALTH CARE ADDIS ABABA, ETHIOPIA

Abstract

This study was conducted to assess the health service delivery and customer satisfaction of the service offered to clients in Lideta sub city government health institution in Addis Ababa. This study was to measure the differences between the expected and perceived health care service quality, and evaluate its satisfaction level so as to higher understand patients, ' needs, and improve the service quality. A cross sectional, descriptive was conducted on a sample of service users of the indicated health centers using convenience samples of non- random sampling technique. Data was collected using structured questionnaire and analyzed by SPSS windows version 25.0. Among the 385 outpatients, in the case of Patients‟ interaction with their health care servant patients were satisfied more on Health care provider description about possible side effects/adverse drug reaction in understand before given a new drug. In the case of patient satisfaction in related with waiting time patients were satisfied on the time you wait to get the care provider after laboratory Results. In the case of Patients‟ Satisfaction towards facilities/environment Services patients were satisfied more on the cleanliness of examination room. In the case of Ease accessibility of health care system in relation with patient satisfaction patients were satisfied on indicator set up so that it can easily access when client come to a health facility. The overall patients‟ satisfaction with health service deliveries showed statistically significant at .0000, so, service deliveries practice variables were highly significant with age of respondent, education level of respondent and satisfaction towards environmental service, (p-value = .000). The beta values of the independent variables Thus can be understood as a certain improvement on the satisfaction towards environmental service will increase patient satisfaction by .476 which is significant. Thus, the null hypothesis is rejected. Finally, study recommended the health center should give attention for satisfaction with waiting time and ease accessibility of health care.