ABSTRACT
Background: The assessment of healthcare service quality often includes patient satisfaction as a key metric. It signifies the degree of contentment with both the care process and its outcomes. Furthermore, it reflects how well patients perceive their needs and expectations being met by the healthcare provider. Patient satisfaction serves as both a care objective and a desirable outcome, influencing the likelihood of adherence to healthcare instructions, future facility utilization, and recommendations to others. Various factors, such as sociodemographic characteristics, resource availability, and the attitudes of healthcare workers, contribute to shaping patients' satisfaction. Objective: This study aims to evaluate both domain-specific and overall inpatient satisfaction, alongside identifying the factors influencing inpatient satisfaction at the University of Benin Teaching Hospital in Edo State, Nigeria. Methods: A descriptive cross-sectional study involving 275 inpatients at the University of Benin Teaching Hospital, Edo State, Nigeria, was conducted to assess the satisfaction levels with the provided services. The study duration extended from February 2022 to January 2024, employing a stratified random sampling technique to select participants. The minimum sample size of 275 was determined using the Cochran formula with a 10% non-response rate. Data collection utilized a standardized and pre-tested interviewer-administered questionnaire. The analysis was performed using IBM SPSS version 25.0, and results were presented through tables and prose, with a significance level set at p < 0.05. Results: The study included 275 participants, with a mean age of 45.88 ± 18.6 years. High satisfaction levels were reported for communication (97.1%), interpersonal manner (98.5%), technical quality (99.3%), time spent with the doctor (95.6%), and accessibility and convenience (91.6%). However, financial aspects garnered low satisfaction from 58.5% of respondents. Significant associations with satisfaction in the financial domain were found for age, sex, payment method, education level, monthly income, and duration of admission. General satisfaction was reported as high by 96.0% of respondents, with 92.7% willing to recommend the hospital. The analysis revealed significant relationships between demographic variables and general satisfaction. Positive influences on satisfaction were observed for various factors, except healthcare cost (69.1%) and food quality (76.7%), which negatively impacted satisfaction. Conclusion: The majority of respondents expressed high satisfaction across assessed domains, except for the financial aspects domain where dissatisfaction was notable. Overall, there was a positive perception of healthcare services at the University of Benin Teaching Hospital, with a high likelihood of recommendation to others. Demographic variables exhibited associations with satisfaction levels, emphasizing the need for a comprehensive understanding of patient perspectives. Keywords: Inpatients, Satisfaction, Healthcare, Delivery.
