Factors determining patient satisfaction during healthcare delivery in Limpopo, South Africa

Abstract

Background: Patient satisfaction is a key indicator of healthcare quality. Several studies conducted revealed that there is patient dissatisfaction globally, in the sub-Saharan region and nationally. However, factors influencing patients’ satisfaction during healthcare delivery remain unknown.
Objectives: The study aimed to examine the factors that influence patients’ satisfaction during healthcare delivery at a selected district hospital.
Method: A quantitative descriptive design was used. The questionnaire was developed using the Donabedian model for quality care to measure patient satisfaction. The tool was piloted before use. Questionnaires were distributed to 320 respondents who were randomly selected. The response rate was 100%. Data were analysed using statistical software, SAS 9.2, with descriptive statistics and the Chi-square tests.
Results: Key issues that made patients dissatisfied with healthcare facilities were poor communication, inpatient disagreement (19% as compared to 6% outpatient, p = 0.0018), long waiting time (76% of inpatients as compared to 24% of outpatient respondents, p < 0.001), unclean environment (26% inpatient and 35% outpatient), dirty linen, unsafe water for drinking, and poor infrastructure.
Conclusion: It is evident that many issues contribute to patient dissatisfaction in healthcare facilities, highlighting the need for improvement. Satisfied patients are more likely to return, while dissatisfied ones may neglect treatment, spread negative feedback, or pursue legal action. Such dissatisfaction can also discourage others from seeking care. Therefore, healthcare providers must regularly assess their services, identify areas for improvement, and implement changes to maintain patient satisfaction. Furthermore, recommendations were made on how to improve the healthcare facilities. Implementing the recommended strategies can greatly enhance quality care and patient satisfaction.
Contribution: The findings will contribute to the development of quality improvement strategies and monitoring systems.