International Journal For Multidisciplinary Research

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Baseline Internal Survey of Client Exit Interview to Assess Satisfaction with Health Services at Benjamin Mkapa Hospital

Author(s) Hindu Ibrahim, Bahati S. Katembo, George D. Dilunga, Bushi L. Nzagamba, Alphonce B. Chandika, Fauster J. Njau
Country Tanzania
Abstract Background: Good service provision leads to client satisfaction which builds a ‘Social Pact’ between service providers and clients. To obtain a high level of client satisfaction; standards for service delivery need to be adhered to, it is believed that our service receivers have the right to expect. The Hospital is committed to good performance of health services to improve service delivery to the general public and other stakeholders across the border.
The purpose of this survey for client exit interview satisfaction was to gather valuable client feedback and to work on it to improve health services and sustain in areas of good performance identified.

Method: A descriptive cross-sectional study design was applied using a convenience approach to obtain a sample size of 387. Data were analyzed using Statistical Package for Social Sciences. The survey was conducted between April and July 2023.

Results: All participants (100%) appreciated that the hospital was clean and items were in good order; most of the clients explained their diagnosis (97.9%), and surgical procedure (92%) and obtained the results of the ordered investigations (78.3%). 97.4% of clients returned for their appointment, despite not being reminded through phone calls (73.9%), during their visit majority were measured vital signs (94.8%) and that day's visit was satisfactory to them (98.7%). The areas where the patients took fewer minutes to wait for services were Nephrology, Oncology, Gastroenterology, and Reception.
The areas in which the patients took more minutes to wait for services were EMD (Emergency Medicine Department), Laboratory, and Internal Medicine.

Conclusion: There are some areas in which the Hospital has performed well and other areas in which the Hospital needs improvement to sustain and continue with the shining results. For example, some departments are still not aware of the guide for their service provision by following the time limitation available in the client charter.
Keywords Survey, Satisfaction
Field Medical / Pharmacy
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-06-11
Cite This Baseline Internal Survey of Client Exit Interview to Assess Satisfaction with Health Services at Benjamin Mkapa Hospital - Hindu Ibrahim, Bahati S. Katembo, George D. Dilunga, Bushi L. Nzagamba, Alphonce B. Chandika, Fauster J. Njau - IJFMR Volume 6, Issue 3, May-June 2024. DOI 10.36948/ijfmr.2024.v06i03.17991
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.17991
Short DOI https://doi.org/gtzjq5
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