Factors affecting service satisfaction of tuberculosis patients at the national tuberculosis centre, Thimi, Nepal.

Thesis Report.

ABSTRACT: A cross-sectional survey study was conducted at the National Tuberculosis Center (NTC) in order to determine service satisfaction of tuberculosis patients. A total of 153 subjects were randomly selected during registration from patients who visited for follow up. Then the subjects were interviewed using a structured questionnaire that addressed socio-demographic variables, service and service provider characteristics, using a 5- point rating scale (Likert type) measuring satisfaction, and other questions elciting the patients , recommendations and willingness to refer other patients for service. Chi-square, Pearson's Correlation and Stepwise Multiple Regression tests were performed to interpret the data. The descriptive results revealed that the majority (62.1%) of the subjects were males with ages ranging from 16 to 65 years. Furthermore, 54.2% of the patients, ages fell below 30 years. 64.7% were found to be married. The rate of Illiteracy was found to be 39.9% and only 3% were found to have college level education or more. Among subjects, 35.3% were farmers and their family incomes ranged from 600.00 to 15,000,00 Nepalese rupees per month with an average of 4307.30. Findings indicated that tuberculosis was widely spread among the people who had low economic status, low education and large family size and mostly in youth stage. Among them, 79.7% of the patients were found to be satisfied with the service they received. There were significant relationship with satisfaction between both age and farmer. Stepwise multiple regression was performed and result of beta and partial correlation revealed that personality traits (ß=-0.3536. p <0.0001; r=-4878, p<0.001), physical environment (ß=-0.2733, p<0.001; r=-0.3154, p<0.05), quality of care (ß=-0.2085, p<0.05; 1 r=-0.1922, p<0.05, efficacy (ß=-0.1395, p<0.05; r=-0.2464. p<0.05), cost of supportive drugs (ß=-0.1369, p <0.05; r=-0.1764, p<0.05). The interpretation was reversed as questions that were dichotomous forms were given weight "1" for positive response and "2" for negative response. The magnitude of relationships explained by partial correlation showed that to increase patient satisfaction, the first factor to be addressed was personality trait followed by physical environment, efficacy, quality of care and cost of supportive drugs. It is suggested from the study that policy makers and health administrators specially reconsider on the areas such as train health provider to communicate, behave well to patients, pay serious concern to patients illness and needs, make clean and comfortable waiting area, post clear enough signs and directions. NTC should provide as perfect as possible diagnostic service as well as improve the ART regimen supply. In addition, the long waiting time experienced by patients for X-ray service must be improved either by increasing the efficiency of the staff or by adding extra machines and manpower.

Eng.