title: Sauti Za Wananchi "voice of the people": patient satisfaction on the medical wards at a Kenyan Referral Hospital.
abstract: BACKGROUND
  Patient satisfaction is one indicator of healthcare quality. Few studies have examined the inpatient experiences in resource-scarce environments in sub-Saharan Africa.
  
  
  METHODS
  To examine patient satisfaction on the public medical wards at a Kenyan referral hospital, we performed a cross-sectional survey focused on patients' satisfaction with medical information and their relationship with staffing and hospital routine. Ratings of communication with providers, efforts to protect privacy, information about costs, food, and hospital environment were also elicited.
  
  
  RESULTS
  Overall, the average patient satisfaction rating was 64.7, nearly midway between "average" and "good" Higher rated satisfaction was associated with higher self-rated general health scores and self-rated health gains during the hospitalization (p=0.023 and p=0.001). Women who shared a hospital bed found privacy to be "below average" to "poor" Most men (72.7%) felt information about costs was insufficient. Patients rated food and environmental quality favorably while also frequently suggesting these areas could be improved.
  
  
  CONCLUSIONS
  Overall, patients expressed satisfaction with the care provided. These ratings may reflect modest patients' expectations as well as acceptable circumstances and performance. Women expressed concern about privacy while men expressed a desire for more information on costs. Inconsistencies were noted between patient ratings and free response answers.
authors.affiliation: Department of Medicine, Division of General Medicine, Center for Global Health and Disaster Response, Massachusetts General Hospital, Boston, Massachusetts ; Harvard Medical School, Boston, Massachusetts ; Department of Medicine, Indiana University School of Medicine, Indianapolis, Indiana ; School of Medicine, Department of Medicine, College of Health Sciences, Moi University, Eldoret, Kenya.
authors.forename: Geren Starr
authors.initials: GS
authors.lastname: Stone
authors.affiliation: Moi Teaching and Referral Hospital, Eldoret, Kenya.
authors.forename: Tecla Sum
authors.initials: TS
authors.lastname: Jerotich
authors.affiliation: Moi Teaching and Referral Hospital, Eldoret, Kenya.
authors.forename: Betsy Rono
authors.initials: BR
authors.lastname: Cheriro
authors.affiliation: Moi Teaching and Referral Hospital, Eldoret, Kenya.
authors.forename: Robert Sitienei
authors.initials: RS
authors.lastname: Kiptoo
authors.affiliation: College of Pharmacy, Purdue University, West Lafayette, Indiana.
authors.forename: Susie Joanne
authors.initials: SJ
authors.lastname: Crowe
authors.affiliation: Moi Teaching and Referral Hospital, Eldoret, Kenya.
authors.forename: Elijah Kipkorir
authors.initials: EK
authors.lastname: Koros
authors.affiliation: Moi Teaching and Referral Hospital, Eldoret, Kenya.
authors.forename: Doreen Mutegi
authors.initials: DM
authors.lastname: Muthoni
authors.affiliation: Moi Teaching and Referral Hospital, Eldoret, Kenya.
authors.forename: Paul Theodore
authors.initials: PT
authors.lastname: Onalo
mesh_terms: D000328:Adult; D003142:Communication; D003430:Cross-Sectional Studies; D005260:Female; D006761:Hospitals / Q000592:standards*; D006801:Humans; D007630:Kenya; D008297:Male; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011787:Quality of Health Care; D012737:Sex Factors
keywords: Patient satisfaction; global health; sub-Saharan Africa; underserved population