Patient satisfaction on services rendered at pcea Mikuyu Mission Hospital

Abstract

The research is on patient satisfaction on services rendered at PCEA Kikuyu Mission Hospital. The research focused on the patients view on how they perceive the services they have received. It also focused on the doctors, nurses and interns (primary care givers) of the hospital and how they view the services rendered. From the two groups, patients and primary care givers, it was possible to determine what areas need major improvements from their opinions. The project covered a background study on why the research is necessary. It is important that hospitals run at optimum to ensure that ailing persons return to health quickly. Quality service at the hospitals is therefore vital to ensure patient satisfaction and trust towards the hospital. A descriptive survey was used to carry out the research in which we used open and closed ended questionnaires to conduct the research. The population under study were the primary caregivers (doctors, nurses and interns) at PCEA Kikuyu Hospital and the patients to the hospital. We found out that time taken to attend to patients affects the level of patient satisfaction in the hospital. The shorter it takes the more likely a patient will be satisfied with the service they receive. Patients also have a preference for being treated by doctors or nurses. They are less likely to get satisfied with the service they receive if they are being treated by interns or if the person treating them is unsure of how to treat them and has to consult on their management.