Assessment of Satisfaction with Quality of Health Care Services Among Patients in Yenagoa, Bayelsa State

Dr. Afakwu-Adimoha Hilda Chinwe¹, Dr. Mariere Ikwuoma Ulunma², Anthony Eguvbe³

^1,2,3 Department of Community Medicine/Public Health, Federal Medical Center Yenagoa, Bayelsa State, Nigeria.

Abstract

Patient satisfaction is a key indicator of healthcare quality and reflects the responsiveness of health systems. Evidence comparing satisfaction among insured and uninsured patients in Yenagoa is limited. This study assessed satisfaction with healthcare services and their determinants among insured and uninsured patients attending selected public health facilities. A comparative cross-sectional study was conducted among 550 patients (275 insured; 275 uninsured) recruited from Federal Medical Centre Yenagoa, Niger Delta University Teaching Hospital, and Diete-Koki Memorial Hospital. Data were collected using a structured SERVQUAL-based questionnaire and analyzed using descriptive statistics, chi-square, and multivariate logistic regression at p<0.05. Among insured participants, satisfaction was significantly associated with marital status (p=0.004), education (p=0.027), social class (p=0.001), facility attended (p=0.001), insurance type (p=0.001), and household size (p=0.001). Satisfaction was highest among NHIS enrollees (53.8%) and those from households with 1–2 members (57.6%). Independent predictors included small household size (aOR=3.25; p=0.039) and NHIS coverage (aOR=5.62; p=0.001). Among uninsured participants, facility attended (p=0.001), number of working household members (p=0.026), occupation (p=0.032), and income source (p=0.030) significantly influenced satisfaction. Having >2 working household members predicted satisfaction (aOR=4.26; p=0.018). In conclusion, patient satisfaction was influenced by insurance coverage, household socioeconomic factors, and facility-level characteristics. Expand insurance coverage, reduce socioeconomic barriers, and strengthen patient-centered service delivery across facilities.    

Keywords: Patient satisfaction, Healthcare quality, Insurance, SERVQUAL

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