Managing healthcare quality in Ghana: a necessity of patient satisfaction.
OBJECTIVE
The study aims to examine how communication, provider courtesy, support/care, environment of the facility and waiting time significantly predict patients' satisfaction with quality of healthcare in two hospitals located in northern Ghana.


METHODS
An exploratory study of which 324 respondents were selected using stratified and convenient sampling techniques. Results are presented using a multiple regression model.


RESULTS
The results revealed that of the five-factor model, support/care, environment of the facility and waiting time determine patients' satisfaction with quality of healthcare delivery. The explanatory power of the dependent variable was explained by 51 percent.


CONCLUSIONS
The findings suggest that internal and external health sector stakeholders may possibly use this study as a precursor to improve service quality in the two hospitals in particular and others in general.
Department of Public Administration and Health Services Management, University of Ghana Business School, Legon, Ghana. Ayimbillah@yahoo.com
Roger Ayimbillah
RA
Atinga
Gordon
G
Abekah-Nkrumah
Kwame Ameyaw
KA
Domfeh
D000293:Adolescent; D000328:Adult; D001291:Attitude of Health Personnel; D003142:Communication; D004777:Environment; D005260:Female; D005869:Ghana; D006302:Health Services Research; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011787:Quality of Health Care / Q000458:organization & administration*; D012959:Socioeconomic Factors; D014850:Waiting Lists; D055815:Young Adult