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Patient satisfaction and associated factors among psychiatry outpatients of St Paulo’s Hospital, Ethiopia
  1. Kebebew Wogi Goben1,
  2. Endalamaw Salelew Abegaz2 and
  3. Samuel Tolesa Abdi3
  1. 1Psychiatry, Army Force Comprehensive Referral Hospital, Addis Ababa, Ethiopia
  2. 2Department of Psychiatry, University of Gondar College of Medicine and Health Science, Gondar, Ethiopia
  3. 3Psychiatry, Amanuel Mental Specialized Hospital, Addis Ababa, Ethiopia
  1. Correspondence to Mr Endalamaw Salelew Abegaz; esalelew{at}


Background Patient satisfaction with mental healthcare service is recognised as an important integral part of measuring the outcomes and performance of clinical service delivery. It is not well studied in Ethiopia. Therefore, it is essential to improve service in the future.

Aims To assess patient satisfaction and associated factors among psychiatry outpatients at St. Paulo’s Hospital Millennium Medical College, Addis Ababa, Ethiopia.

Methods An institutional-based cross-sectional study was conducted with consecutive sampling technique from May to June 2018. Data were collected using a Client Satisfaction Questionnaire (CSQ-8). Both bivariate and multivariate ordinal logistic regression analyses were used. Variables with p value <0.05 at multivariate analysis were considered statistically significant.

Results A total of 589 participants were enrolled with a response rate of 98.2%. In regard to the magnitude of patient satisfaction, 50.3% (95% CI 46.0 to 54.2) were highly satisfied, 31.0% (95% CI 27.2 to 34.8) were satisfied, and 18.7% (95% CI 15.4 to 22.1) were dissatisfied. Male sex (adjusted OR (AOR) 2.30, 95% CI 1.57 to 3.36), inability to read and write (AOR 2.23, 95% CI 1.10 to 4.66), being unemployed (AOR 1.69, 95% CI 1.15 to 2.47), obtaining services for free (AOR 1.57, 95% CI 1.11 to 2.22), and availability of medication (AOR 1.62, 95% CI 1.13 to 2.23) were significantly associated with patient satisfaction.

Conclusions The study showed that further improvements in patient satisfaction are required. Male sex, inability to read and write, being unemployed, obtaining services free of charge, and availability of medication were significantly associated with patient satisfaction. More than half of the participants were dissatisfied with the waiting time to receive services. The provision of services within a reasonable timeframe and meeting patient expectations are helpful for good health outcomes.

  • Outpatients
  • Psychiatry
  • Satisfaction
  • Dissatisfaction
  • Ethiopia

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  • Contributors KW: the principal investigator of the study, carried out the study from its conception, analysis, to interpretation of data and drafted the manuscript. ES: participated in reviewing the proposal, tool evaluation, interpretation and critical review of the draft manuscript. ST: participated in reviewing the proposal, tool evaluation, interpretation and critical review of the draft manuscript. All authors have read and approved the final draft of the manuscript.

  • Funding This research was funded by University of Gondar.

  • Competing interests None declared.

  • Patient consent for publication Not required.

  • Ethics approval Approval was obtained from Review Board and ethical clearance from the joint Ethical Review Committees of University of Gondar and Amanuel mental specialized hospital. We received informed written consent from study participants. Confidentiality was maintained by omitting personal identifiers.

  • Provenance and peer review Not commissioned; externally peer reviewed.

  • Data availability statement Data are available upon reasonable request. Data may be obtained from a third party and are not publicly available. All data relevant to the study are included in the article or uploaded as supplementary information.

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