RESEARCH ARTICLE


Patients’ Satisfaction with Services Offered by Nurses at a Selected Ideal Clinic in Ehlanzeni District, Mpumalanga Province, South Africa



Nompumelelo P. Nkabinde1, Mamare A. Bopape1, *, Tebogo M. Mothiba2, Peter M. Mphekgwana3
1 Department of Nursing Science, University of Limpopo, Private Bag X1106 Sovenga 0727, Limpopo, South Africa
2 Faculty of Health Sciences, University of Limpopo, Limpopo, South Africa
3 Research Administration and Development, University of Limpopo, Limpopo, Polokwane


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Creative Commons License
© 2021 Nkabinde et al.

open-access license: This is an open access article distributed under the terms of the Creative Commons Attribution 4.0 International Public License (CC-BY 4.0), a copy of which is available at: (https://creativecommons.org/licenses/by/4.0/legalcode). This license permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

* Address correspondence to this author at the Department of Nursing Science, University of Limpopo, Private Bag X1106 Sovenga 0727, Limpopo, South Africa; Tel: 015-268-2387, Fax: 015-267-3080;
E-mail: mamare.bopape@ul.ac.za


Abstract

Background:

The patients mainly determine if the services they are offered are useful, effective, or beneficial to them. Moreover, quality health care provision is a global concern. Most importantly, although several studies have been done globally on patients’ satisfaction, however, it remains an issue for scientific investigation, especially in South Africa, as patients’ satisfaction evaluation, specifically in a primary health care setting, is still a subject under-research.

Aim/Purpose:

This study sought to identify and describe factors contributing to patients’ satisfaction with services offered by nurses in an ideal clinic.

Methods:

The study conducted a quantitative, descriptive, cross-sectional study with a sample size of 114 patients from a population of 160 responding to a close-ended questionnaire, and the data were analysed using SPSS descriptive statistics.

Results:

The majority of patients in the study were females between the age of 18 and 29 years. The nurses have satisfied about 87.8% of the patients (n = 100), as they were satisfied with the care they were provided, while 88.6% (n = 101) agreed that they would come back to the clinic as they were offered good services. About 64.8% (n = 74) have indicated that they would recommend the clinic to others. Thus, by using the Chi-Square test, factors, such as the time taken to provide services, privacy, nurses' conduct, knowledge, and abilities, were found to have an impact on patients’ satisfaction.

Conclusion:

The study revealed that largely, the patients at the clinic in Ehlanzeni District, Mpumalanga Province, South Africa, were satistfied with the care the nurses rendered. In conclusion, the following factors contribute to patients’ satisfaction with services offered by nurses in selected ideal clinics: marital status, privacy, time, nurses' conduct (friendly, polite, listening), the information given to patients, patient-centred care (involving patients in their care, allowing questions and suggesting alternative treatment or giving opinions and having a say in their care), and nurses’ knowledge and abilities.

Keywords: Factors, Healthcare services, Quality health care, Health care providers, Primary health care, Nurses.