Patient Satisfaction and Associated Factors During COVID-19 Pandemic in North Shoa Health Care Facilities

Figures & data

Table 1 Socio-Demographic Characteristics of Chronic Diseases Patients Who Had a Follow-Up Visit at Health Facilities in North Shoa Zone, Oromia Region, from May 1 to June 30, 2020

Variables	Number of Participants	Percent (%)
Sex
Male	215	52.4%
Female	195	47.6%
Age
15–24	36	8.8%
25–34	97	23.7%
35–44	102	24.8%
>45	175	42.7%
Residence
Urban	202	49.3%
Rural	208	50.7%
Level of education
Has no formal education	212	51.7%
Primary school completed	91	22.2%
Grade 9–12 completed	46	11.2%
Diploma and above	61	14.9%
Marital Status
Married	295	72%
Widowed	30	7.3%
Single	62	15.1%
Divorced	23	5.6%
Family size
≤ 5	323	78.8%
>5	87	21.2%
Religion
Orthodox	349	85.1%
Protestant	42	10.3%
Wakefata	3	0.7%
Muslim	15	3.7%
Other	1	0.2%
Occupational status
Farmer	166	40.5%
Government employee	71	17.3%
Private employee	39	9.5%
Merchant	30	7.3%
Housewife	67	16.4%
Student	20	4.9%
Other	17	4.1%
Family monthly income
≤ 2000	268	65.4
2001–5000	104	25.4
5001–8000	29	7.0
≥ 8001	9	2.2

Figure 1 Types of chronic diseases patients who had follow-up visit at health facilities in North Shoa zone, Oromia region, from May 1 to June 30, 2020.

Figure 2 Waiting time to get laboratory services and results for chronic diseases patients who had follow-up visit at health facilities in North Shoa zone, Oromia region, from May 1 to June 30, 2020 (n=410).

Table 2 Healthcare Service-Related Characteristics of Chronic Diseases Patients Who Had a Follow-Up Visit at Health Facilities in North Shoa Zone, Oromia Region, from May 1 to June 30, 2020 (n=410)

Variables	n	%
Waiting time from registration to end of services in minutes
Less 30	242	59%
30–60	113	27.6%
61–90	40	9.8%
≥91	15	3.6%
The distance of patient home from a health facility in kilometers
≤ 10	222	54.1%
>10	188	45.9%
Was the laboratory test ordered for you?
Yes	285	69.5%
No	125	30.5%
Availability of ordered laboratories (n=285)
All in all	156	54.7%
Some	108	37.9%
Not at all	21	7.4%
Was the X-ray/ultrasound procedure ordered for you?
Yes	161	39.3%
No	249	60.7%
Availability of ordered X-ray/ultrasound procedure in hospital (n=161)
All in all	65	40.4%
Some	86	53.4%
Not at all	10	6.2%
Payment status
Free	190	46.4%
Paid	126	30.7%
Health insurance	94	22.9%
Availability of sign and direction indicator in the health facility
Yes	101	24.6%
No	309	75.4%
Searched water for drinking in the health facility
Yes	261	63.7%
No	149	36.3%
Availability of drinking water in the hospital (n=261)
Yes	211	80.8%
No	50	19.2%
Provider tell you how to maintain your health life
Yes	289	70.5%
No	121	29.5%
Provider interview by the language you can understand
Yes	347	84.6%
No	63	15.4%
Did you recommend this health facility to others?
Yes	302	73.7%
No	108	26.3%
Whether or not drugs/supplies are ordered for you
Yes	290	70.7%
No	120	29.3%
Availability of ordered drugs/supplies in hospital (n=290)
Yes	154	53.1%
Some	94	32.4%
Not at all	42	14.5%
Did you go to the toilet to use the latrine?
Yes	344	83.9%
No	66	16.1%

Table 3 COVID-19 Prevention and Control-Related Characteristics of Chronic Diseases Patients Who Had a Follow-Up Visit at Health Facilities in North Shoa Zone, Oromia Region, from May 1 to June 30, 2020 (n=410)

Variables	n	%
Water available at the entrance of the hospital for hand washing
Yes	365	89%
No	45	11%
Soap available at the entrance of the hospital for hand washing
Yes	331	80.7%
No	79	19.3%
Alcohol available at the entrance of the hospital for cleaning of hands
Yes	124	30.2%
No	286	69.8%
Sanitizer available at the entrance of the hospital for cleaning of hands
Yes	308	75.1%
No	102	24.9%
Keeping physical distance practice in health facility’s
Yes	270	65.9%
No	140	34.1%
Clinician wear the gloves during health caregiving
Yes	330	80.5%
No	80	19.5%
Clinician wear the mask during health caregiving
Yes	367	89.5%
No	43	10.5%
Clinician rub their hands before or after health caregiving
Yes	349	85.1%
No	61	14.9%
Health professionals provide health education on COVID-19
Yes	295	72%
No	115	28%
Health facility provide screening service for COVID-19
Yes	351	85.6%
No	59	14.4%

Table 4 Chronic Disease Patient Satisfaction by Their Educational Status, Monthly Income, and Residence Who Had a Follow-Up Visit at Health Facilities in North Shoa Zone, Oromia Region, from May 1 to June 30, 2020 (n=410)

Variables	Satisfied, n (%)	Unsatisfied, n (%)
Level of Patient satisfaction by types of chronic diseases
HIV/AIDS	74 (40.4)	65 (28.6)
Tuberculosis	40 (21.9)	32 (14.1)
Hypertension	33 (18)	43 (19)
Diabetes mellitus	19 (10.4)	41 (18.1)
Heart failure	5 (2.7)	28 (12.3)
Cancer	1 (0.6)	6 (2.6)
Others	11 (6)	12 (5.3)
Level of Patient satisfaction by educational status
Have no formal education	98 (53.5)	114 (50.2)
Primary school	45 (24.6)	46 (20.3)
Grade 9–12	17 (9.3)	29 (12.8)
Diploma and above	23 (12.6)	38 (16.7)
Level of Patient satisfaction by monthly income
≤ 2000	126 (68.9)	142 (62.6)
2001–5000	42 (22.9)	62 (27.3)
5001–8000	14 (7.7)	15 (6.6)
≥ 8001	1 (0.5)	18 (3.5)
Level of Patient satisfaction by Residence area
Urban	82 (44.8)	120 (52.9)
Rural	101 (55.2)	107 (47.1)

Figure 3 Prevalence of chronic patient’s satisfaction who had follow-up visit at health facilities in North Shoa zone, Oromia region, from May 1 to June 30, 2020 (n=410).

Table 5 Factors Associated with Patient Satisfaction Among Chronic Disease Patients Who Had a Follow-Up Visit at Health Facilities in North Shoa Zone, Oromia Region, from May 1 to June 30, 2020 (n=410)

Variables	Level of Satisfaction		COR	AOR
	Satisfied	Unsatisfied
Availability of ordered laboratory procedures
All in one	92 (62.2%)	62 (40.4%)	0.83 (0.29, 2.36)	1.12 (0.26,4.80)
Some	35 (25.2)	59 (50.3%)	3.54 (1.30, 9.61)**	2.83 (0.72,11.14)
Not at all	12 (8.6%)	30 (9.3%)	1	1
Availability of ordered drugs
All in one	92 (73.6%)	65 (41.1%)	1.48 (0.67, 3.27)	1.48 (0.42,5.23)
Some	27 (21.6%)	81 (39%)	3.71 (1.77, 7.80)**	3.7 (1.1, 12.54)**
Not at all	6 (4.8%)	15 (19.9%)	1	1
Clinicians in interviewing by client language
Yes	167 (91.3%)	180 (979.3%)	2.73 (1.49, 4.99)**	0.75 (0.24, 2.33)
No	16 (8.7%)	47 (20.7%)	1	1
Availability of sign and direction indicator of location
Yes	31 (16.9%)	70 (30.8%)	0.46 (0.28, 0.74)**	3.26 (1.1, 9.92)**
No	152 (83.1%)	157 (69.20%)	1	1
Availability of water for handwashing at the entrance
Yes	175 (95.6%)	190 (83.7%)	4.26 (1.93, 9.40)**	3.59 (0.60, 21.44)
No	8 (4.4%)	37 (16.3%)	1	1
Availability of soap for handwashing at the entrance
Yes	163 (89.1%)	168 (74%)	2.86 (1.65, 4.97)**	1.65 (0.49, 5.54)
No	20 (10.9%)	59 (26%)	1	1
Alcohol for hand cleaning at the entrance
Yes	75 (41%)	49 (21.6%)	5.52 (1.64, 3.89)**	2.66 (1.1,6.65)**
No	108 (59%)	178 (78.4%)	1	1
Sanitizer available at the entrance of health facility
Yes	147 (80.30%)	121 (53.3%)	1.67 (1.10, 2.66)**	4.45 (1.72,11.52)**
No	36 (19.70%)	106 (46.7%)	1	1
Keeping social distance in the health facility
Yes	149 (81.4%)	121 (53.3%)	3.84 (2.44, 6.05)**	2.63 (1.21,5.70)**
No	34 (18.6%)	106 (46.7%)	1	1
Clinicians wearing a face mask
Yes	176 (96.20%)	191 (84.1%)	4.74 (2.06, 10.92)**	0.76 (0.12, 5.07)
No	7 (3.8%)	36 (15.9%)	1	1
Clinicians wearing gloves when giving healthcare
Yes	170 (92.9%)	160 (70.5%)	5.48 (2.91,10.30)**	0.81 (0.21, 3.05)
No	13 (7.1%)	67 (29.5%)	1	1
Clinician rub their hands with alcohol or sanitizer
Yes	171 (93.4%)	178 (78.4%)	3.92 (2.02,7.63)**	1.58 (0.37, 6.77)
No	12 (6.6%)	49 (21.6%)	1	1
Availability of health education at the health facility
Yes	157 (85.8%)	138 (60.8%)	3.89 (2.38, 6.38)**	1.14 (0.51, 2.56)
No	26 (14.2%)	89 (39.2%)	1	1
Screening for COVID-19 at health facility
Yes	168 (91.8%)	183 (80.6%)	2.69 (1.45, 5.02)**	1.3 (0.34, 5.05)
No	15 (8.2%)	44 (19.4%)	1	1

Notes: 1=reference, and **Statistically significant at p-value <0.05 in bivariable and multivariable logistic regression, Hosmer and Lemeshow test = 0.850.