Abstract
Background
Patient expectations have been recognized as a factor for patient satisfaction in medical consultations. Although various studies explored the relationship between patient expectations and patient satisfaction in developed countries, there is a lack of research evidence in Ethiopia where the meeting of patient expectations could relate to satisfaction.
Objective
To assess the relationship between patients’ expectations and their satisfaction in the consultation of patients at the outpatient department.
Study design
Data were collected regarding preconsultation expectations and postconsultation experiences of adult patients attending nine public hospitals. A systematic random sampling method was used where every fifth patient attending an outpatient department was selected. The patients were interviewed before consultation and after consultation to assess whether their pre-consultation expectations were met and to assess how satisfied they were with the consultation. Cronbach’s alpha statistic was used to assess the reliability of the expectation questionnaires, and paired t-test was used to assess any differences between previsit expectations and postvisit experiences. Logistic regression techniques were used to assess variables considered as independent factors for patient satisfaction.
Results
A total of 776 patients were interviewed, giving a response rate of 92.3%. About 93.7% mentioned a diagnosis for their condition as a reason for their current hospital visits. There is a significant difference between preconsultation expectation and postconsultation expectation. Postconsultation expectation, perceived health status, and perceived control on health were factors identified as increasing patient satisfaction. In addition, the presence of any disappointments or worries, previous experience in health care, and extent of influence on the consultation had a negative influence on satisfaction.
Conclusion
Postconsultation expectation impacts patient satisfaction. Health care service providers should emphasize the actual experience of consultation.
Supplementary materials
Preconsultation questionnaire on patients’ expectations of health care
Thank you for taking part in our study of patients’ expectations for health care. All the information you provide is completely confidential. Please answer the following questions before your consultation. Thank you for your help.
These questions are about your expectations of your health care. To what extent do you agree with the following in relation to your visit and consultation?
Postconsultation questionnaire on patients’ expectations of health care
Thank you for taking part in the second part of our study of patients’ expectations for health care. All the information you provide is completely confidential.
Please answer the following questions after your consultation. Thank you again for your help.
We would like to ask you about the extent to which your expectations of the visit and consultation were met.
To what extent do you agree with the following in relation to your visit and consultation?
Figure S1 Preconsultation questionnaire on patients’ expectations of health care.
Figure S2 Postconsultation questionnaire on patients’ expectations of health care.
Acknowledgments
The authors thank all individuals who participated in this study. They also thank Addis Ababa University for financing this study.
Author contributions
All authors contributed toward data analysis, drafting and critically revising the paper and agree to be accountable for all aspects of the work.
Disclosure
The authors report no conflicts of interest in this work.