Influence of Patients' Waiting Time on Satisfaction at the University of Port Harcourt Teaching Hospital, Port Harcourt, Nigeria

Abstract

This study assessed patient waiting time and satisfaction at UPTH, Rivers State, Nigeria. A cross-sectional survey research design was used for the study. The population of the study comprised 560 patients from the six departments of UPTH. A sample size of 227 was determined using the Cochran sample determination formula. A mixed methodology was employed in which combined multi-stage sampling, proportional simple random, and purposive sampling procedures were used to select six departments or units at the UPTH. A structured and validated questionnaire and informant participants’ observation through a checklist were used to collect data. A return rate of 87.22% was achieved. Data were analyzed using descriptive and inferential (Pearson correlation coefficient) statistics at the 5% level of significance. The study concluded that despite patients agreeing of having a high level of satisfaction with the healthcare services they received at the six departments or clinics, they still faced significant issues with long waiting times to receive medical attention, with factors that were attributed to negative staff behaviour, inadequate staffing levels, and poor record-keeping systems in the hospital. Therefore, the study recommended that the government, management of UPTH, and NGOs should employ more healthcare and allied health personnel in hospitals and ensure their periodic training and retraining to address workers' negative behaviour and improve their attitudes towards patients and performances.