Assessment of patients’ satisfaction regarding quality of nursing care provided at Rwanda Military Hospital

Abstract

Introduction: Patient satisfaction assessment is essential in obtaining a comprehensive understanding of the patient‟s need and their opinion of the service received. It is a fundamental tool in evaluating the quality of healthcare delivery service in hospital. The aim of the study: This study aimed to assess patients‟ satisfaction with nursing care provided at Rwanda Military Hospital Methodology: A descriptive survey was conducted in Gyneco-Obstetrics, Internal Medicine, and Surgical wards of Rwanda Military Hospital. The participants in this study were drawn from the patients who had been hospitalized in the above-mentioned wards. Cluster sampling technique was used. Data from participants was collected using a structured questionnaire to identify patient‟s emotions, feelings, and opinions involving personal and direct contact between interviewers and interviewees. Before data analysis, data was entered into SPSS and analyzed using both descriptive statistics and Pearson‟s product moment. Results of the study: Of 104 Participants, 95, (91.3%) were interviewed. Overall, 47% of patients at Rwanda Military Hospital are satisfied with the quality of care received at Rwanda Military Hospital while 53% of patients presented the lower level of satisfaction. More than 71.5% of patients were satisfied with nurses‟ services in internal Medicine and in Obstetrics/Gynecology. Moreover, a particular attention is needed in surgical where patients are not satisfied with nurses‟ services in 9 out of 14 satisfaction factors studies in this research. Only patients were satisfied with how nurses welcomed patients (61.6%), how nurses answer to their questions (65%), how nurses treats patients in a very friendly And courteous manner (56.6%), how patients are satisfied with the nursing care their receive (56.6%) and how it is easy for patient to get nursing Care in an emergency (51.7%).There is a week negative correlation between demographic characters and patients satisfaction factors. Conclusion: Less than half of the participants at Rwanda Military Hospital are not satisfied with the quality of healthcare received while the remains of patients presented the lower level of satisfaction. There is need to address this problem by board managers, decision makers, planners, and other related agents to improve patients‟ satisfaction at Rwanda Military Hospital and improve the status of health care delivery services.