Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/4433
Title: A survey of patient satisfaction of the DUT Homoeopathic Community Health Centre (DUT HCHC)
Authors: Adandé, Adhiéman Sihle 
Keywords: Patient Satisfaction;Homoeopathic;Patient satisfaction surveys;Patient, Healthcare Services;Healthcare
Issue Date: 13-May-2022
Abstract: 
Background
Patient satisfaction is a vital area of research concerning the quality of healthcare.
Satisfied patients are more likely to benefit from their healthcare, keep their
appointments and comply with medical regimes such as proper medication upon
given instructions from their healthcare practitioner (Hills and Kitchen, 2007: 243).
Herr (2008) conducted a similar study on patient satisfaction at the Homoeopathic
Community Health Centre (HCHC) at Durban University of Technology (DUT).
Although there has been renovation at the community health since then, more than
five years have passed without any evaluation.
Patient satisfaction is a patient-focused indicator of healthcare services. Therefore,
evaluating patient satisfaction is a good criterion for analysing the quality and
relationship between patients and healthcare practitioners. Therefore, patient
dissatisfaction is a significant factor for changing healthcare services or complaints
against a healthcare practitioner (Miri, Nejad and Soltani, 2016: 89).
Thus, continuous improvement in healthcare quality is a daily goal for all healthcare
services, such as clinics and professionals who work in healthcare. To thrive in a
competitive marketplace, it is essential for healthcare organisations and their
practitioners to recognise that viewing patients as customers and improving
customer satisfaction has direct implications on healthcare quality (Harding and
Taylor 2010: 928; Stavins 2006:29). This study evaluated patient’s feedback to
create a patient satisfaction survey for use at the HCHC at DUT continually.
Aim
The aim of this study was to conduct a patient’s satisfaction of the service provided
at the DUT HCHC, with the purpose to identify shortfalls/gaps such as to improve
every aspect of patient satisfaction, which positively contributes to the overall
treatment and service being provided at the DUT HCHC.
Methodology
The sample group of the first 70 patients that consulted at the DUT HCHC between
July 2020 and March 2021, that voluntarily participated in this study were included
in the study by means of convenience sampling. The use of a self-administered
questionnaire to establish patient satisfaction was applied. No names were required
and all data has been kept strictly confidential. This information will subsequently
be used to improve the quality of the service provided at this facility and increase
the degree of patient satisfaction experienced.
Results
In this study there was generally a high degree of satisfaction with the healthcare
and services provided. Areas of particularly high satisfaction were, Patient’s arrival
at the community health centre where they were both promptly and politely greeted,
as well as the overall interaction between the student Homoeopath, Administrative
staff as well as the Clinician on duty and the patient. Areas that demonstrated lower
degree of satisfaction were advertising by media and signage, signage, toilet
accessibility for disabled patients and parking.
Conclusion
The feedback from the patient satisfaction survey will subsequently serve to
improve the quality of the service provided at the DUT HCHC and increase the
degree of patient satisfaction experience.
Description: 
Mini-dissertation in partial compliance with the requirements for the
Masters Degree in Technology: Homoeopathy, Durban University of Technology, Durban, South Africa, 2022.
URI: https://hdl.handle.net/10321/4433
DOI: https://doi.org/10.51415/10321/4433
Appears in Collections:Theses and dissertations (Health Sciences)

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