Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Health Care Organizations Management Department

Includes bibliography (sheets 57-63)

ABSTRACT
When we talk about healthcare quality, we're talking about how effectively specific
healthcare systems conform to clinical guidelines or standards of treatment, which
might be explicit or implicit. Quality refers to how closely the process of giving
medical treatments and procedures adheres to agreed-upon standards for how those
treatments should be administered. Patient satisfaction is an important and
extensively used statistic for determining the quality of healthcare. Patient satisfaction
has an impact on clinical outcomes, patient retention, and medical malpractice
litigation. Continuous quality improvement is required in patient care. Quality
improvement strategies in healthcare include enhancing patient safety, reducing
medical errors, improving care coordination, and expanding treatment options.
However, there are numerous barriers to implementing healthcare qualityimprovement strategies.
Access to care is the benchmark for all patient interactions with a healthcare facility
so barriers and challenges face patients has not studied in Public hospitals therefore,
this study aims to identifying the barriers of healthcare quality improvement and
patient satisfaction in public hospital, Mogadishu city, Somalia. A quantitative study
method was used in this research and the data was primarily quantitative. The study
makes use of survey data collected from outpatients visiting public Hospital that
included 359 derived from 3,505 patients. A total of 359 respondents was derived
using statistical formula. The data collection was done online using Google Form links.
The data gathered was analysed using SPSS version 25.0 and descriptive statistics was
performed on all study variables. Bivariate regression analysis was conducted to test
hypothesis.
From the findings of this study it was revealed that responsiveness, reliability,
tangibility, empathy, communication, accessibility and affordability were the barriers
influencing the healthcare quality improvement which in turn led to poor satisfaction
of patients, as a result, most of the respondents in the general hospital were dissatisfied
with the care provided.
Analyses from the study also revealed a non-significant correlation between
responsiveness, reliability, tangibility, empathy, communication, accessibility and
affordability and patient satisfaction.
Keywords: Healthcare, Patient Satisfaction, Quality Improvement, Service Delivery