Patients' satisfaction with the healthcare services at a north central Nigerian tertiary hospital.

BACKGROUND: This study sought to determine the level of satisfaction of patients with the healthcare services at Federal Medical Centre, Bida (FMCB) Nigeria and the factors associated with patients' satisfaction. METHODS: The study utilized exit interview of 480 patients, sampled at the 9 service points of the Centre. The questions covered socio-demographic factors and the 3 core elements of healthcare service delivery namely quality, access and interpersonal issues. The evaluation of satisfaction on the 5 point Likert scale were categorized into dissatisfied {very dissatisfied, dissatisfied and Neutral} and satisfied {satisfied and very satisfied}, setting the threshold for satisfaction at a relatively higher level. RESULTS: On the overall, 78.5% of them were satisfied with the hospital services and 78.3% had their expectations met. Satisfaction was lowest (72.7%) at the revenue section and highest (96.1%) at the maternity section. Nine of every 10 respondents (91.7%) would recommend the facility to a friend. The patients' satisfaction had significant positive correlation with promptness of staff, communication level of staff, staff relationship with patients, environmental cleanliness and comfort facilities. Cost of services and delay in obtaining services had negative but relatively weak correlation with satisfaction. CONCLUSION: The observed level of patients' satisfaction at FMC Bida is high. This can be maintained and enhanced by improvement in waiting time, sustenance of the satisfactory hospital ambiance and staff attitude/aptitude. However, enlightenment of the hospital patients on the status of the hospital and the nature of services offered is necessary.

Knowledge, attitudes and practice of confidentiality of patients' health records among health care professionals at Federal Medical Centre, Bida.

BACKGROUND: The quality of information shared with health care professionals depends on their ability to keep it confidential especially in this information technology age when unguided access is imminent. In view ofthis, the study described knowledge, attitude and practice of confidentiality of patients' health records amongst health care professionals at Federal Medical Centre Bida, Nigeria. METHODS: A semi-structured self-administered.questionnaire on the subject was administered to 313 health professionals chosen by stratified random sampling in the hospital. RESULTS: Majority (161, 66.8%) of the participants were less than ten years in practice. Virtually, all (232, 96.3%) have heard about confidentiality mostly from schools (134, 55.6%), on-the-job (61, 25.3%) and from multiple sources (18, 7.5%). On responsibility for confidentiality; only 35 (14.5%) knew it is the responsibility of every health professional, while the majority; 117 (48.5%) felt it was exclusively meant for health information management professionals. Responses to issues on confidentiality range from 58.1% (revelation of documented next of kin to relatives of dead patients by staff) to 94.2% (employing the service of untrained interpreter). Very few (28, 11.6%) argued that confidentiality and privacy are not synonymous. Recommendations given to improve the practice of confidentiality include among others, observance of good health records practice by all professionals/stakeholders, continuing sensitisation of all staffandsanction against erring staff. CONCLUSIONS: Although, most professionals were aware of confidentiality, there appears a gap of in-depth knowledge and lack of awareness of respective responsibility towards it. However, they will do better if given the enabling environment and continuing education on the subject.