MTRH Independent Client Satisfaction Survey Report Out
Moi Teaching and Referral Hospital (MTRH) is a health facility of choice for many patients. This was revealed during the presentation of the first independent Client/Patient Satisfaction Survey Report done by external firm-Limpo Consultancy on July 5, 2012 at MTRH Boardroom.
The survey which was conducted between April 20 and May 25, 2012 at the Hospital gave an overall satisfaction level of 63% which is categorized “Very Good” on the quality of healthcare services provided at the institution.
The target population was 10,000 outpatients and 4,000 inpatients and a sample size of 1060 outpatients and 826 inpatients were used respectively.
The objective of the survey was to determine the factors that affect patients’ satisfaction levels, establish patients’ view on the quality of healthcare services and find out the overall satisfaction levels of patients.
Speaking during the presentation which was attended by Heads of Departments, the Hospital Director, Dr. John Kibosia lauded the exercise. “This offers us a rare opportunity to know exactly what our clients think about us and our services and how to use outcome to improve performance’. He went on to emphasize that it was prudent that, ‘we keep the momentum of providing excellence healthcare, research and training’. Dr. Kibosia said the exercise was scientific and encouraged staff to have an open mind on the matter, strengthen the weak areas and build on the success story.
It is now a requirement from the parent Ministries and the Office of Prime Minister-Performance Contracting Department that all public institutions engage in annual external/independent surveys to gauge clients’ satisfaction levels and implement the recommendations.
MTRH through its Quality Assurance (QA) Department does yearly Staff and Clients Satisfaction Surveys. In the year ending June 2012, the satisfaction level was 64%.
Present during the function was Assistant Deputy Director, Clinical Services, who is also the Hospital Chair-Performance Contracting, Dr. Wilson Aruasa and a Consultant from Limpo Consultancy, Dr. Yusuf Kibet.