Abstract
Patient satisfaction is related to an extent whereby an individual’s specific needs such as healthcare and condition are met. In order to improve the healthcare service delivery, it is important for the patient to evaluate the healthcare services they receive. It thus allows for the healthcare providers to come to understand the patients’ point of views, perceptions, and how they play an important role in improving the administering of healthcare services. Furthermore, managers and stakeholders can then implement efficient change by not repeating the same mistakes and behaviors and introducing new ones (Al-Abri & Al Balushi, 2014).
A patient satisfaction survey is one of the most significant tools which invites patients not only to express their opinion, but to learn new information on the healthcare organisations, such as innovations or changes, and to determine the doctor’s success in clinics and hospitals (Ilioudi, 2013). There are no studies that have been done at the UJ We Care Wellness Community Health Centre (WCWCHC) on patient satisfaction.
The aim of the study is to assess patient satisfaction of healthcare services at a public training university in South Africa. The survey was conducted by means of a patient satisfaction questionnaire and completed both telephonically and through physical hand-outs.
The sample size consisted of 133 patients who met the inclusion and exclusion criteria, and who consulted at the UJ WCWCHC Centre from August 2020 to March 2021.Only 120 patients were able to complete the survey. The remaining participants did not answer their phones, and those who did answer their phones said they were currently busy and could not say when they would be free to do the interview. The patients’ satisfaction regarding the UJ WCWCHC was obtained from the 32-item questionnaire.
The data collection took over two months from August 2021 to mid-October 2021. The data gathered during the research study process was analysed with the use of frequencies and percentages. The results of the study showed that 90,8% of the patients revealed that they had a very favourable overall experience with the homeopathic Master’s student at the UJ
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WCWCHC. A number of factors stood out such as the quality of the physical exams performed, approachability and friendliness of the Master’s student, pain relief, explanation of the diagnosis, consultation process, and instructions on how to take the medication.
The results revealed that 9,2% of the patients were dissatisfied with the treatment they received. The main reason for this was their experience of an adverse reaction from the medication and their condition not improving.