| dc.description.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 | en_US |
