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Baseline patient satisfaction survey in 266 clinics located in three health districts of the Eastern Cape: Amathole, OR Tambo and Chris Hani 2008 (EC-PSS 2008)

Version
2.0
Resource Type
Dataset
Creator
  • Phaswana-Mafuya, Nancy
  • Davids, Adlai Steven
  • Peltzer, Karl
  • Human Sciences Research Council
Publication Date
2013-03-30
Embargo End Date
2013-03-30
Contributor
  • Human Sciences Research Council (Producer)
Funding Reference
  • Eastern Cape Department of Health
Free Keywords
Schema: UK DATA ARCHIVE - HASSET
EASTERN CAPE PROVINCE; HIV/AIDS; PATIENTS; SATISFACTION LEVEL
Description
  • Abstract

    Description: The Eastern Cape Department of Health commissioned the HSRC for a patient satisfaction survey (PSS) to assess patient perceptions, expectations and satisfaction. The aim was to conduct a PSS in three health districts. This was conducted as a descriptive study, and the clinic sample was purposive. A survey was utilised as an instruments to identify issues for quality improvement initiatives. The data set contains 19401 cases with 96 variables.

    Abstract: Background: The Eastern Cape Department of Health commissioned the HSRC for a patient satisfaction survey (PSS) to assess patient perceptions, expectations and satisfaction. Aim: To conduct a PSS in clinics in Amathole, Chris Hani and OR Tambo using instruments to identify issues for quality improvement initiatives. Methods: A descriptive study was conducted with a purposive sample of clinics. Data was collected using a version of the Health Systems Trust Patient Satisfaction Survey questionnaire and the EUROPEP instrument on the quality of primary care in the preceding year. Data was captured in spread sheets and analysed in SPSS. Selected results: Data were collected from 19136 patients at 266 clinics. In terms of access, more than 30% of the respondents took longer than one hour and paid more than R10-00 to get to the clinic. As for empathy, more than 60% agreed that the health worker who treated them introduced themselves and were able to answer their illness-related questions. In terms of service standards, more than three-quarters agreed that these were good judging by registration and fast queues. However, more than 30% did not know where to complain to if they had to. In terms of general satisfaction, more than 90% indicated that they will return a next time and would recommend the facility to friends. Between 80% - 89% indicated that they always get treatment and that facility staff were helpful. As for assurance, more than 80% agreed based on the 21 items asked, e.g. involvement in decision-making and confidentiality of records. In terms of tangibles, more that 70% agreed that the clinic was disability-friendly, in good condition and clean. Conclusion: Clinics performed well on some domains, but there is room for improvement. An intervention strategy focusing on health workers, patients and health systems is proposed to enhance effectiveness and efficiency.

Temporal Coverage
  • 2008 / 2008
Geographic Coverage
  • South Africa (ZA)
Sampled Universe
All individuals who visited public health clinics in the three study districts during the period of the survey. Individuals were 18 years and older.
Sampling
A convenience sample selection method was employed at each participating clinic. Only those persons who consented participated in the study.
Time Dimension
  • Cross-section
    Cross-section
Collection Mode
  • Face-to-face interview
Availability
Download
Rights
By accessing the data, you give assurance that The data and documentation will not be duplicated, redistributed or sold without prior approval from the rights holder. The data will be used for scientific research or educational purposes only. The data will only be used for the specified purpose. If it is used for another purpose the additional purpose will be registered. Redundant data files will be destroyed. The confidentiality of individuals/organisations in the data will be preserved at all times. No attempt will be made to obtain or derive information from the data to identify individuals/organisations. The HSRC will be acknowledged in all published and unpublished works based on the data according to the provided citation. The HSRC will be informed of any books, articles, conference papers, theses, dissertations, reports or other publications resulting from work based in whole or in part on the data and documentation. For archiving and bibliographic purposes an electronic copy of all reports and publications based on the requested data will be sent to the HSRC. To offer for deposit into the HSRC Data Collection any new data sets which have been derived from or which have been created by the combination of the data supplied with other data. The data team bears no responsibility for use of the data or for interpretations or inferences based upon such uses. Failure to comply with the End User License may result in sanctions being imposed.
Other

Update Metadata: 2019-12-14 | Issue Number: 1070 | Registration Date: 2016-09-01

Phaswana-Mafuya, Nancy; Davids, Adlai Steven; Peltzer, Karl; Human Sciences Research Council (2013): Baseline patient satisfaction survey in 266 clinics located in three health districts of the Eastern Cape: Amathole, OR Tambo and Chris Hani 2008 (EC-PSS 2008). Version: 2.0. HSRC - Human Science Research Council SA. Dataset. https://doi.org/10.14749/1400835278