Perceived Quality of Healthcare Services and Patients Satisfaction in Federal Medical Centre Yola, North-East Nigeria

Abstract

Purpose- The aim of the study is to examine the effect of perceived quality of healthcare service delivery on patient satisfaction in Federal Medical Centre Yola.

Design/Methodology- Data were obtained from a sample of one Hundred and Sixty Nine (169) respondents, a self-completion questionnaire was given to in-patients and the patient relatives in Federal Medical Centre Yola, (Descriptive Statistic and Inferential Statistics) was used in analyzing data collected.

Findings- Findings of the research revealed that two out of four hypotheses i.e. (Environmental quality and process quality) were supported signifying that quality of healthcare services have significant effects on the patient satisfaction and the remain two (Interaction quality and Cost) has no significant effect on patients satisfaction in Federal Medical Centre Yola, North-East Nigeria.

Practical Implications- The study joined perception of patient about hospital services and environment of the hospital toward patient satisfaction using different dimensions. It emphasized the need for Federal Medical Centre Yola administrators, healthcare services institutions, and the government to create a beautiful surrounding within the hospital setting and to provide them with recent facilities and equipment, which will in turn assist in making sure that, the wellbeing of patients will be achieved.