Quality Healthcare Service Delivery and Patient Satisfaction in the Ghanaian Government Hospital: The Case of Nkawie Government Hospital – Ghana

Jonathan Banahene, Baozhen Dai

Abstract


Factors of service quality are the most important predictors of patient satisfaction. The purpose of this paper is to investigate the relationship between quality healthcare service delivery and patient satisfaction at the Nkawie Government Hospital, Ghana. The researchers of this study depended on the correlational research design in this research study. In all, 299 of the patients who came for treatment at the hospital responded to the questionnaires and descriptive statistics was used to analyze the data. The findings of this study show that there is positive relationship between quality healthcare service delivery (Physical Environment, Medical and Non-Medical and Administration) and patient satisfaction except (Cost) which had a negative relation with patient satisfaction at the hospital. The recommendations of this research include the provision of quality healthcare and better treatment to the patient who come to seek healthcare at the hospital, conduct regular appraisal of the level of satisfaction of their patient, government hospital administrators and operators should not over charge patients with the idea that they are providing good service quality and lastly there should be cordial relationship between the patient and the medical and non-medical personnel at the hospital.

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