ABSTRACT
Objectives: This research examined the contribution of organizational determinants to patient satisfaction among cancer patients at Hospice Africa Uganda (HAU), specifically the influence of the care environment, the care process and the effect of organizational policies on patient satisfaction.
Methodology: Cross-sectional methods, involving both quantitative and qualitative, were used. The study sample consisted of 80 patients and 7 clinical team members. Self-administered questionnaires and interview guides were used for data collection from which a response rate of 97.8% was obtained.
Results: The findings indicated very high levels of satisfaction in all areas of the care environment with 88.8% and 75% rating strongly agree for cleanness and the registration process respectively. The care process assessment also showed high levels of satisfaction ranging from 90% for privacy to 56.3% for short waiting time strongly agreeing with the hypothesis statement. Organizational policies had mixed effect on patient satisfaction with medicine availability receiving the high rating (80%) and referral to other services receiving very low rating with only 15% of the participants strongly agreeing with the statement.
It was concluded that organizational determinants like the care environment, care process and policies play a crucial role in patient satisfaction.
Significance of results: Given the findings, the study recommended that the management of HAU should uphold the positive aspects of the care environment and process and improve on the policies that affect patient care.