Service quality and patient satisfaction with TB management in public and private health facilities of Kampala Districts

Abstract

The purpose of this study was to establish the effect of service quality on TB patient‟s satisfaction in public and private health facilities of Kampala Specifically, the study set out to establish the level of TB treatment adherence in public and private health facilities in Kampala and the effect of tangibility, responsiveness and empathy on TB patient satisfaction in public and private health facilities in Kampala. The study used a cross-sectional study using a quantitative approach. The study population included 18 private and 11 public health facilities in Kampala Capital district with an estimated population of 2000 patients in one quarter from which a sample of 278 TB patients were accessed. Data was collected using a questionnaire and was analyzed using SPSS and descriptive, correlation and regression analyses. The study found a high level of adherence where TB patients always took a full prescribed daily dose. Some (10%) TB patients did not pick, fulfill appointment or take drug regimens on time. The study also found that tangibility was the second most significant predictor of the variance in patient satisfaction while responsiveness was the most significant predictor of the variance in patient satisfaction. In this study Empathy did not have any significant effect on patient satisfaction. To enhance patient satisfaction with TB services, the study recommends that the management supports TB units by procuring modern TB diagnostic and Treatment monitoring equipment and also develop a national policy of capacity building through training of doctors, Clinicians, Nurses and Counselors. The management of all health facilities should training staff in TB clinics in customer service and care to equip them with necessary knowledge, skills and attitudes for enhanced responsiveness