title: Patient satisfaction with services in outpatient clinics at Mulago hospital, Uganda.
abstract: OBJECTIVE
  To identify factors associated with general satisfaction among clients attending outpatient clinics in a referral hospital in Uganda.
  
  
  METHODS
  Cross-sectional exit survey of patients and care-givers in selected outpatient clinics.
  
  
  METHODS
  Seven outpatients' clinics at Mulago National Referral and Teaching Hospital.
  
  
  METHODS
  Mean score of clients' general satisfaction with health-care services.
  
  
  RESULTS
  Overall the clients' general satisfaction was suboptimal. Average satisfaction was higher among clients with a primary or secondary education compared with none, those attending HIV treatment and research clinic compared with general outpatient clients, and returning relative to new clients. Conversely, satisfaction was lower among clients incurring costs of at least $1.5 during the visit, and those reporting longer waiting time (>2 h). Client's perceived technical competence of provider, accessibility, convenience and availability of services especially prescribed drugs were the strongest predictor of general satisfaction.
  
  
  CONCLUSIONS
  This study highlights the important findings about outpatient services at Mulago hospital. The sub-optimal satisfaction scores for outpatient care strongly suggest that more could be done to assure that services provided are more patient centered. Significant factors including category of clinic visited, waiting time, costs incurred, accessibility of services and perceived providers' technical competence at this hospital should be explored by the Makerere University College of Health Sciences and Mulago hospital for potential improvements in quality of the health service delivered.
authors.affiliation: Department of Epidemiology and Biostatistics, School of Public Health, Makerere University College of Health Sciences, Kampala, Uganada. juliet.sekandi@gmail.com
authors.forename: Juliet
authors.initials: J
authors.lastname: Nabbuye-Sekandi
authors.forename: Fredrick E
authors.initials: FE
authors.lastname: Makumbi
authors.forename: Arabat
authors.initials: A
authors.lastname: Kasangaki
authors.forename: Irene Betty
authors.initials: IB
authors.lastname: Kizza
authors.forename: Joshua
authors.initials: J
authors.lastname: Tugumisirize
authors.forename: Edith
authors.initials: E
authors.lastname: Nshimye
authors.forename: Specioza
authors.initials: S
authors.lastname: Mbabali
authors.forename: David H
authors.initials: DH
authors.lastname: Peters
mesh_terms: D000293:Adolescent; D000328:Adult; D000367:Age Factors; D001071:Appointments and Schedules; D003430:Cross-Sectional Studies; D004522:Educational Status; D005260:Female; D015658:HIV Infections / Q000523:psychology / Q000628:therapy; D005102:Health Expenditures; D006297:Health Services Accessibility / Q000592:standards*; D006801:Humans; D008297:Male; D008875:Middle Aged; D010044:Outpatient Clinics, Hospital / Q000592:standards*; D017060:Patient Satisfaction; D055553:Prescription Drugs / Q000600:supply & distribution; D011369:Professional-Patient Relations; D014454:Uganda; D055815:Young Adult
chemical_list: D055553:Prescription Drugs