Surgical Care Delivery at University Teaching Hospital of Kigali: A Patient Satisfaction Survey

ABSTRACT

Background: Patient satisfaction is an important quality assurance measure in the delivery of health care. Objectives: The objectives were to assess current patient's degree of satisfaction; to document the main reasons for non-satisfaction and identify potential areas for improvement in surgical care delivered at CHUK. Methods: We conducted a prospective cross sectional survey on patients attending a tertiary surgical unit in Rwanda. For 6 weeks; 10 to 20 patients were randomly included in the study after an informed consent. A pre-established questionnaire was filled and descriptive statistics used to analyze the data using SPSS 16.02 and Excel computer programs. Results: 80 patients have been recruited and accepted to be part of the study. The overall satisfaction was 94. 93.8 have been well oriented.78.8 well received. 90 judged the consultation time enough. 96.87 reported having been respected during consultation. 84.37 of those who underwent surgery reported having received a postoperative fitness check appointment. Asked to mark their surgeon after consultation or on discharge; the patients gave an average note of 9.5 over 10. However 52.5 waited for more than 3hours before seeing a doctor in OPD clinic. For those who underwent surgery; only 58.53 were told indications for surgery; and no patient (0) was told eventual complications. 41.46 were not given appointment for elective surgery; 62.5 patients were not satisfied by information received on their disease and its management. 96.87 patients were not included in the treatment plan decision making. Conclusion: The overall patients 'satisfaction attending CHUK surgical facilities was 94. Clinical and nonclinical factors including waiting time; patient-care provider interactions; patient-centered care concept; and management of Rendez-vous have been identified as areas to be improved