Assessment of Patient’ Relatives Satisfaction Towards Health Service Delivery in Tertiary Health Facilities in Benin-City, Edo State, Nigeria

This study aims to assess satisfaction rate of patient’s relatives towards health service delivery in tertiary health facilities in Benin City, Edo State, Nigeria. A descriptive cross-sectional study design among patient’s relatives was carried out. Data collection was by mixed methods using a pre-tested, interviewer-administered questionnaire and Focus Group Discussion Guide. Quantitative data collected was analyzed using IBM SPSS version 22.0 while qualitative data was analyzed thematically using ATLAS. ti software. Logistic regression was used to calculate the determinants of satisfaction of respondents with their corresponding odds ratios (OR), 95% confidence intervals (CI), and p-values recorded. The level of significance was set at p < 0.05. A total number of 412 respondents (comprising 400 respondents and 12 Focus Group Discussion participants) were surveyed. The study showed a higher proportion 228 (57.0%) of respondents with dissatisfaction. The determinants of satisfaction of HSD were; sex (OR: 5.976 95% CI: 1.147-3.465), skill level (OR: 7.276 95% CI: 0.149-0.740) and being on NHIS (OR: 5.442 95% CI: 0.193-0.867). Thematic analysis of the FGD revealed that poor communication, high cost of service, lack of empathy demonstrated by some health workers and prolonged stay on admission were reasons for dissatisfaction. A higher proportion of the respondents had overall dissatisfaction with HSD and factors such as timeliness, cost of service and lack of empathy demonstrated by health care workers were identified as reasons for the dissatisfaction