ABSTRACT
Background: Healthcare quality evaluation has shifted from professional standards to patient perceptions, which are now key in improving clinical effectiveness. Patient satisfaction, a crucial quality indicator since the 1960s, reflects how well services meet expectations. Highquality service is vital for healthcare providers to stay competitive, particularly in radiology. In Nigeria, where medical imaging is essential but understaffed, patient satisfaction is influenced by service quality, communication, and waiting times, with private hospitals often outperforming public ones. Tools like the PSQ-18 and HCAHPS measure patient satisfaction. Enhancing satisfaction improves outcomes, patient loyalty, and healthcare facility reputation. Methodology: The study at the University of Benin Teaching Hospital (UBTH) in Edo State, Nigeria, will use a descriptive cross-sectional design to assess patient satisfaction with radiological services, focusing on communication, care quality, and waiting times. Systematic sampling will select 321 participants, with data collected through a structured questionnaire based on the PSQ-18 and Net Promoter Score (NPS). Data analysis will involve univariate, bivariate, and multivariate methods using IBM SPSS. Ethical approval has been granted, and confidentiality measures will be in place to ensure data integrity and mitigate recall bias. Result: This study assessed patient satisfaction with radiological services at the University of Benin Teaching Hospital (UBTH) involving 321 respondents. The demographic analysis revealed a majority of young adults (36.4%) with a mean age of 37.8 years, predominantly female, and mostly single. Most participants were Christian, with significant representation from the Benin ethnic group, possessing secondary education and belonging to the middle socio-economic class. High patient satisfaction was reported (97.5%), particularly regarding facility cleanliness, staff professionalism, and timely procedures. xiv Despite this satisfaction, only about 10% were willing to recommend the services, citing long waiting times, unfriendly staff, high costs, and service quality issues as primary concerns. Satisfaction was positively associated with higher education and income levels, while younger respondents exhibited slightly lower satisfaction due to higher expectations. The study identified socio-economic disparities in healthcare access and quality. Key areas for improvement included enhancing service efficiency, staff training, and quality management. The findings emphasize the need for targeted strategies by hospital management to improve patient interactions, conduct audits, and address systemic issues. The overall quality of radiological services was rated poorly (2-star), indicating significant gaps that require immediate attention to improve trust and health outcomes. Conclusion: The survey revealed high overall patient satisfaction with UBTH’s radiological services, particularly regarding cleanliness, professionalism, and timely procedures. However, long wait times and service delays caused dissatisfaction. While factors like age, gender, education, and income influenced satisfaction, none were statistically significant. Despite the positive feedback, service quality was rated poorly, especially in process management and customer service. Long waiting times, unfriendly staff, and high costs contributed to a low willingness to recommend the services.
