Conference abstract
Healthcare service complaints validation in Lushoto Council Hospital
Pan African Medical Journal - Conference Proceedings. 2024:21(16).29
Apr 2024.
doi: 10.11604/pamj-cp.2024.21.16.2347
Archived on: 29 Apr 2024
Contact the corresponding author
Keywords: Health service complaints, health commodities, healthcare service
Oral presentation
Healthcare service complaints validation in Lushoto Council Hospital
Godfrey Andrew1,&, Lucy Maliyao1, Elizabeth Bendera1
1Lushoto District Council, Tanga, Tanzania
&Corresponding author
Introduction: council health care management was receiving complaints about patients’ dissatisfaction with health services provided at Lushoto Council Hospital. We conducted an exit interview to validate these complaints.
Methods: this was a paper survey conducted from 1st to 31st December 2023. It consisted of 218 adults aged 18 years and above receiving treatment at Lushoto Council Hospital. Descriptive analysis was done to get the age group distribution, and quantitative and qualitative data analysis was used to provide information regarding patients' complaints.
Results: among 218 participants, 69% were Female and 31% Male. The mean age was 38 (18 - 85) years. Patients who spent > 2 hours in our hospital were twice (67%). Furthermore, 59% of patients had no vital signs, while 98% reported that disease history was taken. Physical examination was not done on 80% of patients. Clinicians explained the disease and investigations to 72% and 73 % of patients. Treatments were not explained to 23% of patients. Forty-one percent of patients did not get all prescribed medicines and medical supplies. Some of the undispensed medicines and medical supplies were in stock. Patients not satisfied with the language and privacy were 2% and 4%, respectively. One patient (0.5%) reported that bribery had been requested at the reception area.
Conclusion: long waiting times, failure to take vital signs, failure to receive all prescribed health commodities, and corruption may cause complaints from our patients. The hospital management team prepared an action plan to alleviate the situation for implementation. A follow-up review is planned after six months.
Healthcare service complaints validation in Lushoto Council Hospital
Godfrey Andrew1,&, Lucy Maliyao1, Elizabeth Bendera1
1Lushoto District Council, Tanga, Tanzania
&Corresponding author
Introduction: council health care management was receiving complaints about patients’ dissatisfaction with health services provided at Lushoto Council Hospital. We conducted an exit interview to validate these complaints.
Methods: this was a paper survey conducted from 1st to 31st December 2023. It consisted of 218 adults aged 18 years and above receiving treatment at Lushoto Council Hospital. Descriptive analysis was done to get the age group distribution, and quantitative and qualitative data analysis was used to provide information regarding patients' complaints.
Results: among 218 participants, 69% were Female and 31% Male. The mean age was 38 (18 - 85) years. Patients who spent > 2 hours in our hospital were twice (67%). Furthermore, 59% of patients had no vital signs, while 98% reported that disease history was taken. Physical examination was not done on 80% of patients. Clinicians explained the disease and investigations to 72% and 73 % of patients. Treatments were not explained to 23% of patients. Forty-one percent of patients did not get all prescribed medicines and medical supplies. Some of the undispensed medicines and medical supplies were in stock. Patients not satisfied with the language and privacy were 2% and 4%, respectively. One patient (0.5%) reported that bribery had been requested at the reception area.
Conclusion: long waiting times, failure to take vital signs, failure to receive all prescribed health commodities, and corruption may cause complaints from our patients. The hospital management team prepared an action plan to alleviate the situation for implementation. A follow-up review is planned after six months.
