ASSESSMENT OF PATIENT SATISFACTION WITH AN E-FOLDER AND NON- E-FOLDER SYSTEMS IN TWO DISTRICT HOSPITALS IN THE EASTERN REGION OF GHANA

Background: A patient satisfied with care will translate into increased facility utilization and reflect organizational efficiency. Among several listed indicators, waiting time on a visit and staff interaction with him/her is a lasting impression that affects the out-patients’ satisfaction. The E-folder is proposed as one of the measures of improving patient satisfaction at the outpatient clinic. Objectives: This study assessed patient satisfaction at the outpatient department in an E- folder and non E-folder systems; specifically, average time spent by patients to assess full care, determine factors influencing patient waiting time, assess impact of electronic folder use on patient provider-relationship and patient’s satisfaction with care. Methods: The study used a cross-sectional design and was conducted in Kade and New Tafo government hospitals, in the Eastern Region of Ghana. Observational time and motion study with exit interview were employed to collect quantitative data, using an observational record sheet and a semi structured questionnaire as tools respectively. A sample size of 422 was used with consecutive sampling of outpatients as target group. Patients selected were followed as they moved though the various sections of the OPD and stationed research assistants in each section recorded time in and out. The pharmacy was used as final section but patients who did not use the pharmacy were exited in the last section visited. Interviews were conducted at this point Data was entered in Microsoft Office Excel 2013 version and imported into STATA SE version 15 for analysis. T-test, Pearson’s Chi-square and binary logistic regression model were used to analyst data. All significance level was set at a 0.05 alpha level and 95% confidence interval of estimates provided. Findings were compared between facilities. Results: Average total waiting time was 236.15 ± 81.28 for E-Folder facility and 365.83 ± 122.25 non-E-folder facility. The main cause of prolong waiting time was ‘Queue not followed accordingly (75.6%) and Many patients in queue (84/6%) in No- E-folder facility with percentages of 25.8% and 35.8% in E-folder facility. Both facilities rated patient provider relationship ‘Good’ with over 80%. Overall satisfaction with care was 76.5% (E- Folder) and 50.5% (Non -E-Folder). Conclusion: Total waiting time exceeds recommended 90-120 minutes. Time is the most significant indicator of patient satisfaction. The Type of record system has significant influence on patient satisfaction. Recommendation: The E-folder system coupled with a multi-unit and managerial effort, are recommended as means of improving patient satisfaction.