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Users' perceptions of outpatient quality of care in Kilosa District Hospital in Central Tanzania
Juma, D. & Manongi, R
Abstract
Use of users' perception in measuring quality of care has been shown to be useful in
screening problems and in planning for improvement of quality of health care delivery. Traditionally,
quality of care has been measured using professional standards, neglecting users' opinions which
may leave psychosocial needs unattended. The objective of this descriptive cross-sectional study
was to assess users' perceptions of quality of care given at outpatient department (OPD) at Kilosa
District Hospital in Central Tanzania. Hospital based exit interviews were conducted to adult
patients or caregivers of children attending the hospital. Focus Group Discussions were conducted
among community members in selected villages within the hospital catchment area. Information on
perceptions on care provider-patient interaction, cost of service, availability of medicines, equipment and health personnel was sought from the participants. Overall OPD was perceived to have severalshortcomings including verbal abuse of patients by care providers, lack of responsiveness to patients' needs, delays, inadequate examination, unreliable supply of medicines, lack of confidentiality and favouritism in health care provision. Cost of service was perceived to be reasonable provided medicines were available. In conclusion, provider-patient interactions, timely services, supply of medicines and favouritism were the major factors affecting quality of service at the hospital. Efforts should be made to address the shortcomings so as to improve quality of care and users perceptions.
Keywords
users' perceptions, health care, quality, hospital, Tanzania
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