INSURED ADULT OUTPATIENT SERVICES USERS AT PUBLIC HEALTH FACILITIES OF ARBA MINCH TOWN, GAMO ZONE, SOUTHERN ETHIOPIA, A COMPARATIVE CROSS SECTIONAL STUDY

Abstract

Background: Patient satisfaction is patient‟s judgment of their desires and expectations of health care and recognized as an important parameter for assessing the quality of patient care services delivered by healthcare organizations. Patient evaluation of care is important to provide opportunity for improvement such as strategic framing of health plans. Yet, studies conducted on disparities of satisfaction among insured and non-insured patients under community based health insurance at adult outpatient department in study area were limited. Therefore, the objective of this study was to assess disparities of satisfaction among insured and non-insured adult outpatient department services users under community based health insurance scheme and identify their associated factors in Arba Minch town public health facilities, Gamo zone, Southern Ethiopia, 2021. Method: Facility-based comparative cross sectional study design was conducted from September 20- October 20, 2021.Data were collected using interviewer-administered questionnaire. Statistical analysis was done by using SPSS version 25.0. Bivariate and multivariable logistic regressions were fitted. Odds ratio with 95% confidence interval was computed, and statistical significance was decided at a p-value < 0.05. Result: A total of 564 respondents were included in the study with a response rate of 99%, from which 250 (44.32%) were insured and 314 (55.67%) were uninsured under community based health insurance scheme. Study revealed that 233(93.2%; 95% CI=90-96.3) of insured and 247 (78.7%; 95% CI=74-83.2) of non-insured were satisfied with outpatient services. The overall satisfaction was 480 (85.1%;95%CI=82-88). The findings showed that insurance status [AOR=3.286;95%CI=1.722- 6.271], patients who were perceived easily identifiable direction to the service unit [AOR=2.385;95%CI=1.211-4.697],availabilities of ordered drugs in health facility [AOR=4.959;95%CI=2.155-11.412] availabilities of ordered laboratory investigation in health facility,[AOR=7.956;95%CI=4.501-14.060] and participants whose their education level is diploma and above[AOR=2.569;95%CI=1.163-5.673] were significantly associated with OPD services satisfaction. Conclusion: Insurance status, availability of ordered laboratory investigations, availabilities of prescribed drugs in health facilities and perceived easily sign and direction to health services unit and level of education of diploma and above was significant factors of OPD service satisfaction. Health facilities managers should work on health care quality, equity and supplies to satisfy their customer