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)

Resource Type
  • Phaswana-Mafuya, Nancy
  • Davids, Adlai Steven
  • Peltzer, Karl
  • Human Sciences Research Council
Publication Date
Embargo End Date
  • Human Sciences Research Council (Producer)
Funding Reference
  • Eastern Cape Department of Health
Free Keywords
  • 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.
A convenience sample selection method was employed at each participating clinic. Only those persons who consented participated in the study.
Time Dimension
  • Cross-section
Collection Mode
  • Face-to-face interview
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Update Metadata: 2021-01-13 | Issue Number: 1350 | Registration Date: 2016-09-01