Frequencies

Statistics

Year of getting
service in the
Age Gender Education Level Marital Status hospital
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Statistics

Mechanical
injury/accident
happened to
Woreda Subcity The Interviewed me in this
Address Addresss Patient Type Person Type hospital
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Statistics

Staff Promoted Privacy And Beds And

potentially Medication Patient Info Was Chairs Were
hazard thing error occured to SelfReliance Respected In Comfortable
are observed you And Comfort All Departments And Clean
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Page 1
 Statistics

Staffs Cleaned Doctor Staff Visit

Hands Or Wear Staffs Wore Reception And Examination Patients Was
Gloves Before Clean Uniforms Doctor Wait Time Was On Time And
Touching And ID Badges Was Time Long Sufficient Regularly
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Statistics

Treatment Was
Complaints Test Results Started Payment Is It Was Easy To
Were Handled Were Delivered Promptly On Reasonable For Access Nurses
Promptly Promptly Arrival Service Quality When Needed
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Statistics

You Received
Doctors Were Modern Clear
You Had And Nurses Medical Information
Lab Were Tests Confidence In Were Effective Equipment Was About
Completed On The Service In Managing Available For Treatment And
Time Provided Pain Treatment Services
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Statistics

Prompt Nurses And

Response And Hospital Has Doctors
Explanation Customer Provided Treated Doctors And
Was Sufficient Support Were Comfortable Patients With Nurses Served
During Service Available For Seating And Respect And Me With
Process Patients Facilities Dignity Correct Order
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Page 2
 Statistics

I Was Involved
Procedures In Decision Consistent
Performed Explanation Of Regarding Explanation On Doctors And
Were Based Medical Service Medical Health Nurses Show
On Correct Was Clear And Treatment And Condition Was Care To
Diagnosis Understandable Medication Provided Patients
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Statistics

Doctors And
Patients Asked Patients Nurses I Was Satisfied
For Consent Provided With Explained Side I Was Satisfied With Doctors
Before Information On Effects And With Cost Of And Nurse
Treatment Test Results Benefits Services Care
N Valid 105 105 105 105 105
Missing 0 0 0 0 0

Statistics

I Was Satisfied
With
Professional
Arrangements IWasSatisfied
And WithOverallSer
Communication viceQuality VAR00001
N Valid 105 105 105
Missing 0 0 0

Frequency Table

Page 3
 Age
Cumulative
Frequency Percent Valid Percent Percent
Valid 18.00 2 1.9 1.9 1.9
20.00 3 2.9 2.9 4.8
21.00 2 1.9 1.9 6.7
22.00 3 2.9 2.9 9.5
23.00 3 2.9 2.9 12.4
24.00 2 1.9 1.9 14.3
25.00 1 1.0 1.0 15.2
26.00 2 1.9 1.9 17.1
27.00 3 2.9 2.9 20.0
28.00 10 9.5 9.5 29.5
29.00 2 1.9 1.9 31.4
30.00 5 4.8 4.8 36.2
31.00 1 1.0 1.0 37.1
32.00 5 4.8 4.8 41.9
33.00 3 2.9 2.9 44.8
34.00 5 4.8 4.8 49.5
35.00 4 3.8 3.8 53.3
36.00 2 1.9 1.9 55.2
37.00 6 5.7 5.7 61.0
38.00 5 4.8 4.8 65.7
40.00 5 4.8 4.8 70.5
42.00 2 1.9 1.9 72.4
43.00 1 1.0 1.0 73.3
45.00 4 3.8 3.8 77.1
46.00 3 2.9 2.9 80.0
47.00 1 1.0 1.0 81.0
49.00 1 1.0 1.0 81.9
50.00 3 2.9 2.9 84.8
51.00 2 1.9 1.9 86.7
52.00 1 1.0 1.0 87.6
53.00 1 1.0 1.0 88.6
56.00 1 1.0 1.0 89.5
58.00 1 1.0 1.0 90.5
59.00 1 1.0 1.0 91.4
60.00 1 1.0 1.0 92.4

Page 4
 Age
Cumulative
Frequency Percent Valid Percent Percent
65.00 2 1.9 1.9 94.3
66.00 2 1.9 1.9 96.2
70.00 1 1.0 1.0 97.1
73.00 1 1.0 1.0 98.1
75.00 1 1.0 1.0 99.0
80.00 1 1.0 1.0 100.0
Total 105 100.0 100.0

Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Female 65 61.9 61.9 61.9
Male 40 38.1 38.1 100.0
Total 105 100.0 100.0

Education Level
Cumulative
Frequency Percent Valid Percent Percent
Valid 6-10 Years 1 1.0 1.0 1.0
Grade 1-6 8 7.6 7.6 8.6
Grade 11-12 29 27.6 27.6 36.2
Grade 6-10 27 25.7 25.7 61.9
Higher Level Education 37 35.2 35.2 97.1
Illiterate 3 2.9 2.9 100.0
Total 105 100.0 100.0

Marital Status
Cumulative
Frequency Percent Valid Percent Percent
Valid Divorced 7 6.7 6.7 6.7
Married 60 57.1 57.1 63.8
Single 38 36.2 36.2 100.0
Total 105 100.0 100.0

Page 5
 Year of getting service in the hospital
Cumulative
Frequency Percent Valid Percent Percent
Valid 1-2 Years 27 25.7 25.7 25.7
2-10 Years 1 1.0 1.0 26.7
2-5 Years 12 11.4 11.4 38.1
5-10 Years 19 18.1 18.1 56.2
Greater than 10 Years 5 4.8 4.8 61.0
Less than 1 year 41 39.0 39.0 100.0
Total 105 100.0 100.0

Woreda Address
Cumulative
Frequency Percent Valid Percent Percent
Valid 01 16 15.2 15.2 15.2
02 8 7.6 7.6 22.9
03 25 23.8 23.8 46.7
04 20 19.0 19.0 65.7
05 5 4.8 4.8 70.5
06 8 7.6 7.6 78.1
07 3 2.9 2.9 81.0
08 12 11.4 11.4 92.4
10 1 1.0 1.0 93.3
11 2 1.9 1.9 95.2
12 1 1.0 1.0 96.2
Alem Bank 3 2.9 2.9 99.0
Welete 1 1.0 1.0 100.0
Total 105 100.0 100.0

Page 6
 Subcity Addresss
Cumulative
Frequency Percent Valid Percent Percent
Valid Addis Ketema 6 5.7 5.7 5.7
Ashewa Meda 1 1.0 1.0 6.7
Bole 5 4.8 4.8 11.4
Furi 3 2.9 2.9 14.3
Gulale 4 3.8 3.8 18.1
Kaliti 1 1.0 1.0 19.0
Kolfe keraniyo 1 1.0 1.0 20.0
Kolfe Keraniyo 60 57.1 57.1 77.1
Lafto 5 4.8 4.8 81.9
Lideta 14 13.3 13.3 95.2
Nifas Silk 3 2.9 2.9 98.1
Sebeta 1 1.0 1.0 99.0
Sheger City 1 1.0 1.0 100.0
Total 105 100.0 100.0

Patient Type
Cumulative
Frequency Percent Valid Percent Percent
Valid Inpatient 27 25.7 25.7 25.7
Outpatient 78 74.3 74.3 100.0
Total 105 100.0 100.0

The Interviewed Person Type

Cumulative
Frequency Percent Valid Percent Percent
Valid Caregiver 36 34.3 34.3 34.3
Patient 69 65.7 65.7 100.0
Total 105 100.0 100.0

Page 7
 Mechanical injury/accident happened to me in this hospital
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 12 11.4 11.4 11.4
Disagree 38 36.2 36.2 47.6
N/A 12 11.4 11.4 59.0
Not Concerned 6 5.7 5.7 64.8
Strongly Agree 2 1.9 1.9 66.7
Strongly Disagree 35 33.3 33.3 100.0
Total 105 100.0 100.0

potentially hazard thing are observed

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 14 13.3 13.3 13.3
Disagree 40 38.1 38.1 51.4
N/A 12 11.4 11.4 62.9
Not Concerned 3 2.9 2.9 65.7
Strongly Agree 3 2.9 2.9 68.6
Strongly Disagree 33 31.4 31.4 100.0
Total 105 100.0 100.0

Medication error occured to you

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 17 16.2 16.2 16.2
Disagree 34 32.4 32.4 48.6
N/A 13 12.4 12.4 61.0
Not Concerned 1 1.0 1.0 61.9
Strongly Agree 5 4.8 4.8 66.7
Strongly Disagree 34 32.4 32.4 99.0
Stronly Agree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Page 8
 Staff Promoted Patient SelfReliance And Comfort
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 51 48.6 48.6 48.6
Disagree 18 17.1 17.1 65.7
DisAgree 1 1.0 1.0 66.7
N/A 15 14.3 14.3 81.0
Not Concerned 1 1.0 1.0 81.9
Strongly Agree 11 10.5 10.5 92.4
Strongly Disagree 8 7.6 7.6 100.0
Total 105 100.0 100.0

Privacy And Info Was Respected In All Departments

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 46 43.8 43.8 43.8
Disagree 17 16.2 16.2 60.0
N/A 12 11.4 11.4 71.4
Not Concerned 2 1.9 1.9 73.3
Strongly Agree 16 15.2 15.2 88.6
Strongly Disagree 12 11.4 11.4 100.0
Total 105 100.0 100.0

Beds And Chairs Were Comfortable And Clean

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 32 30.5 30.5 30.5
Disagree 20 19.0 19.0 49.5
N/A 10 9.5 9.5 59.0
Strongly Agree 18 17.1 17.1 76.2
Strongly Disagree 25 23.8 23.8 100.0
Total 105 100.0 100.0

Page 9
 Staffs Cleaned Hands Or Wear Gloves Before Touching
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 62 59.0 59.0 59.0
Disagree 1 1.0 1.0 60.0
N/A 13 12.4 12.4 72.4
Not Concerned 1 1.0 1.0 73.3
Strongly Agree 27 25.7 25.7 99.0
Strongly Disagree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Staffs Wore Clean Uniforms And ID Badges

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 56 53.3 53.3 53.3
Disagree 4 3.8 3.8 57.1
N/A 14 13.3 13.3 70.5
Strongly Agree 27 25.7 25.7 96.2
Strongly Disagree 3 2.9 2.9 99.0
Stronlgy Agree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Reception And Doctor Wait Was Time Long

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 48 45.7 45.7 45.7
Disagree 16 15.2 15.2 61.0
N/A 11 10.5 10.5 71.4
Not Concerned 5 4.8 4.8 76.2
Strongly Agree 16 15.2 15.2 91.4
Strongly Disagree 8 7.6 7.6 99.0
Stronlgy Agree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Page 10
 Doctor Examination Time Was Sufficient
Cumulative
Frequency Percent Valid Percent Percent
Valid Agre 1 1.0 1.0 1.0
Agree 64 61.0 61.0 61.9
Disagree 5 4.8 4.8 66.7
N/A 14 13.3 13.3 80.0
Not Concerned 2 1.9 1.9 81.9
Strongly Agree 16 15.2 15.2 97.1
Strongly Disagree 2 1.9 1.9 99.0
Stronlgy Agree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Staff Visit Patients Was On Time And Regularly

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 52 49.5 49.5 49.5
Disagree 10 9.5 9.5 59.0
DisAgree 1 1.0 1.0 60.0
N/A 13 12.4 12.4 72.4
Not Concerned 5 4.8 4.8 77.1
Strongly Agree 22 21.0 21.0 98.1
Strongly Disagree 1 1.0 1.0 99.0
Stronlgy Agree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Complaints Were Handled Promptly

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 42 40.0 40.0 40.0
Disagree 8 7.6 7.6 47.6
N/A 17 16.2 16.2 63.8
Not Concerned 17 16.2 16.2 80.0
Strongly Agree 11 10.5 10.5 90.5
Strongly Disagree 10 9.5 9.5 100.0
Total 105 100.0 100.0

Page 11
 Test Results Were Delivered Promptly
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 53 50.5 50.5 50.5
Disagree 10 9.5 9.5 60.0
N/A 4 3.8 3.8 63.8
Not Concerned 5 4.8 4.8 68.6
Strongly Agree 23 21.9 21.9 90.5
Strongly Disagree 10 9.5 9.5 100.0
Total 105 100.0 100.0

Treatment Was Started Promptly On Arrival

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 53 50.5 50.5 50.5
Disagree 8 7.6 7.6 58.1
N/A 14 13.3 13.3 71.4
Strongly Agree 23 21.9 21.9 93.3
Strongly Disagree 7 6.7 6.7 100.0
Total 105 100.0 100.0

Payment Is Reasonable For Service Quality

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 46 43.8 43.8 43.8
Disagree 17 16.2 16.2 60.0
N/A 10 9.5 9.5 69.5
Not Concerned 1 1.0 1.0 70.5
Strongly Agree 13 12.4 12.4 82.9
Strongly Disagree 18 17.1 17.1 100.0
Total 105 100.0 100.0

Page 12
 It Was Easy To Access Nurses When Needed
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 56 53.3 53.3 53.3
Disagree 3 2.9 2.9 56.2
N/A 21 20.0 20.0 76.2
Not Concerned 1 1.0 1.0 77.1
Strongly Agree 22 21.0 21.0 98.1
Strongly Disagree 2 1.9 1.9 100.0
Total 105 100.0 100.0

Lab Were Tests Completed On Time

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 60 57.1 57.1 57.1
Disagree 9 8.6 8.6 65.7
N/A 14 13.3 13.3 79.0
Not Concerned 6 5.7 5.7 84.8
Strongly Agree 16 15.2 15.2 100.0
Total 105 100.0 100.0

You Had Confidence In The Service Provided

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 68 64.8 64.8 64.8
Disagree 6 5.7 5.7 70.5
N/A 7 6.7 6.7 77.1
Strongly Agree 19 18.1 18.1 95.2
Strongly Disagree 5 4.8 4.8 100.0
Total 105 100.0 100.0

Page 13
 Doctors Were And Nurses Were Effective In Managing Pain
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 68 64.8 64.8 64.8
Disagree 1 1.0 1.0 65.7
N/A 9 8.6 8.6 74.3
Strongly Agree 15 14.3 14.3 88.6
Strongly Disagree 12 11.4 11.4 100.0
Total 105 100.0 100.0

Modern Medical Equipment Was Available For Treatment

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 59 56.2 56.2 56.2
Disagree 9 8.6 8.6 64.8
N/A 16 15.2 15.2 80.0
Strongly Agree 14 13.3 13.3 93.3
Strongly Disagree 7 6.7 6.7 100.0
Total 105 100.0 100.0

You Received Clear Information About Treatment And Services

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 56 53.3 53.3 53.3
Disagree 13 12.4 12.4 65.7
N/A 12 11.4 11.4 77.1
Strongly Agree 10 9.5 9.5 86.7
Strongly Disagree 14 13.3 13.3 100.0
Total 105 100.0 100.0

Page 14
 Explanation Was Sufficient During Service Process
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 61 58.1 58.1 58.1
Disagree 5 4.8 4.8 62.9
N/A 12 11.4 11.4 74.3
Not Concerned 4 3.8 3.8 78.1
Strongly Agree 14 13.3 13.3 91.4
Strongly Disagree 9 8.6 8.6 100.0
Total 105 100.0 100.0

Prompt Response And Customer Support Were Available For

Patients
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 62 59.0 59.0 59.0
Disagree 10 9.5 9.5 68.6
N/A 10 9.5 9.5 78.1
Strongly Agree 16 15.2 15.2 93.3
Strongly Disagree 7 6.7 6.7 100.0
Total 105 100.0 100.0

Hospital Has Provided Comfortable Seating And Facilities

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 54 51.4 51.4 51.4
Disagree 15 14.3 14.3 65.7
N/A 7 6.7 6.7 72.4
Strongly Agree 20 19.0 19.0 91.4
Strongly Disagree 9 8.6 8.6 100.0
Total 105 100.0 100.0

Page 15
 Nurses And Doctors Treated Patients With Respect And Dignity
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 60 57.1 57.1 57.1
Disagree 4 3.8 3.8 61.0
N/A 7 6.7 6.7 67.6
Strongly Agree 24 22.9 22.9 90.5
Strongly Disagree 10 9.5 9.5 100.0
Total 105 100.0 100.0

Doctors And Nurses Served Me With Correct Order

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 63 60.0 60.0 60.0
Disagree 6 5.7 5.7 65.7
N/A 5 4.8 4.8 70.5
Not Concerned 7 6.7 6.7 77.1
Strongly Agree 20 19.0 19.0 96.2
Strongly Disagree 4 3.8 3.8 100.0
Total 105 100.0 100.0

Procedures Performed Were Based On Correct Diagnosis

Cumulative
Frequency Percent Valid Percent Percent
Valid NO 104 99.0 99.0 99.0
YES 1 1.0 1.0 100.0
Total 105 100.0 100.0

Page 16
 Explanation Of Medical Service Was Clear And Understandable
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 62 59.0 59.0 59.0
Disagree 8 7.6 7.6 66.7
N/A 16 15.2 15.2 81.9
Not Concerned 1 1.0 1.0 82.9
Strongly Agree 16 15.2 15.2 98.1
Strongly Disagree 2 1.9 1.9 100.0
Total 105 100.0 100.0

I Was Involved In Decision Regarding Medical Treatment And

Medication
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 58 55.2 55.2 55.2
Disagree 7 6.7 6.7 61.9
N/A 10 9.5 9.5 71.4
Not Concerned 4 3.8 3.8 75.2
Strongly Agree 21 20.0 20.0 95.2
Strongly Disagree 5 4.8 4.8 100.0
Total 105 100.0 100.0

Consistent Explanation On Health Condition Was Provided

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 46 43.8 43.8 43.8
Disagree 14 13.3 13.3 57.1
N/A 7 6.7 6.7 63.8
Not Concerned 3 2.9 2.9 66.7
Strongly Agree 14 13.3 13.3 80.0
Strongly Disagree 21 20.0 20.0 100.0
Total 105 100.0 100.0

Page 17
 Doctors And Nurses Show Care To Patients
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 56 53.3 53.3 53.3
Disagree 3 2.9 2.9 56.2
N/A 16 15.2 15.2 71.4
Not Concerned 2 1.9 1.9 73.3
Strongly Agree 26 24.8 24.8 98.1
Strongly Disagree 1 1.0 1.0 99.0
Stronly Agree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Patients Asked For Consent Before Treatment

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 61 58.1 58.1 58.1
Disagree 3 2.9 2.9 61.0
N/A 19 18.1 18.1 79.0
Strongly Agree 21 20.0 20.0 99.0
Strongly Disagree 1 1.0 1.0 100.0
Total 105 100.0 100.0

Patients Provided With Information On Test Results

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 58 55.2 55.2 55.2
Disagree 4 3.8 3.8 59.0
N/A 17 16.2 16.2 75.2
Not Concerned 4 3.8 3.8 79.0
Strongly Agree 20 19.0 19.0 98.1
Strongly Disagree 2 1.9 1.9 100.0
Total 105 100.0 100.0

Page 18
 Doctors And Nurses Explained Side Effects And Benefits
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 48 45.7 45.7 45.7
Disagree 7 6.7 6.7 52.4
N/A 15 14.3 14.3 66.7
Not Concerned 14 13.3 13.3 80.0
Strongly Agree 21 20.0 20.0 100.0
Total 105 100.0 100.0

I Was Satisfied With Cost Of Services

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 45 42.9 42.9 42.9
Disagree 15 14.3 14.3 57.1
N/A 13 12.4 12.4 69.5
Not Concerned 2 1.9 1.9 71.4
Strongly Agree 10 9.5 9.5 81.0
Strongly Disagree 20 19.0 19.0 100.0
Total 105 100.0 100.0

I Was Satisfied With Doctors And Nurse Care

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 68 64.8 64.8 64.8
Disagree 3 2.9 2.9 67.6
N/A 9 8.6 8.6 76.2
Strongly Agree 20 19.0 19.0 95.2
Strongly Disagree 5 4.8 4.8 100.0
Total 105 100.0 100.0

Page 19
 I Was Satisfied With Professional Arrangements And Communication

Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 65 61.9 61.9 61.9
Disagree 5 4.8 4.8 66.7
N/A 11 10.5 10.5 77.1
Not Concerned 1 1.0 1.0 78.1
Strongly Agree 17 16.2 16.2 94.3
Strongly Disagree 6 5.7 5.7 100.0
Total 105 100.0 100.0

IWasSatisfiedWithOverallServiceQuality
Cumulative
Frequency Percent Valid Percent Percent
Valid Agree 58 55.2 55.2 55.2
Disagree 3 2.9 2.9 58.1
N/A 17 16.2 16.2 74.3
Not Concerned 3 2.9 2.9 77.1
Strongly Agree 15 14.3 14.3 91.4
Strongly Disagree 9 8.6 8.6 100.0
Total 105 100.0 100.0

VAR00001
Cumulative
Frequency Percent Valid Percent Percent
Valid 105 100.0 100.0 100.0

Bar Chart

Page 20
 Page 21
80.00
73.00
66.00
60.00
58.00

Male
53.00
51.00
49.00
46.00
43.00

Gender
Age
40.00

Gender
Age

37.00
35.00
33.00
31.00

Female
29.00
27.00
25.00
23.00
21.00
18.00
8

0
60
0
10

40

20
Frequency Frequency
 Education Level
40

30
Frequency

20

10

0
6-10 Years Grade 1-6 Grade 11-12 Grade 6-10 Higher Level Illiterate
Education

Education Level

Marital Status

60

50

40
Frequency

30

20

10

0
Divorced Married Single

Marital Status

Page 22
 Year of getting service in the hospital
50

40
Frequency

30

20

10

0
1-2 Years 2-10 Years 2-5 Years 5-10 Years Greater than Less than 1
10 Years year

Year of getting service in the hospital

Woreda Address
25

20
Frequency

15

10

0
01

02

03

04

05

06

07

08

10

11

12

Alem Bank

Welete

Woreda Address

Page 23
 Page 24
Sheger City
Sebeta
Nifas Silk

Outpatient
Lideta
Lafto
Subcity Addresss
Kolfe Keraniyo

Patient Type
Subcity Addresss

Patient Type
Kolfe keraniyo
Kaliti
Gulale

Inpatient
Furi
Bole
Ashewa Meda
Addis Ketema

0
60

50

40

30

20

10

0
80

60

40

20
Frequency Frequency
 The Interviewed Person Type

60
Frequency

40

20

0
Caregiver Patient

The Interviewed Person Type

Mechanical injury/accident happened to me in this hospital

40

30
Frequency

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Mechanical injury/accident happened to me in this hospital

Page 25
 potentially hazard thing are observed
40

30
Frequency

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

potentially hazard thing are observed

Medication error occured to you

40

30
Frequency

20

10

0
Agree Disagree N/A Not Strongly Strongly Stronly
Concerned Agree Disagree Agree

Medication error occured to you

Page 26
 Staff Promoted Patient SelfReliance And Comfort
60

50

40
Frequency

30

20

10

0
Agree Disagree DisAgree N/A Not Strongly Strongly
Concerned Agree Disagree

Staff Promoted Patient SelfReliance And Comfort

Privacy And Info Was Respected In All Departments

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Privacy And Info Was Respected In All Departments

Page 27
 Beds And Chairs Were Comfortable And Clean

40

30
Frequency

20

10

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Beds And Chairs Were Comfortable And Clean

Staffs Cleaned Hands Or Wear Gloves Before Touching

60
Frequency

40

20

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Staffs Cleaned Hands Or Wear Gloves Before Touching

Page 28
 Staffs Wore Clean Uniforms And ID Badges
60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Strongly Agree Strongly Stronlgy Agree
Disagree

Staffs Wore Clean Uniforms And ID Badges

Reception And Doctor Wait Was Time Long

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Strongly Stronlgy
Concerned Agree Disagree Agree

Reception And Doctor Wait Was Time Long

Page 29
 Doctor Examination Time Was Sufficient

60
Frequency

40

20

0
Agre

Agree

Disagree

N/A

Not Concerned

Strongly Agree

Strongly Disagree

Stronlgy Agree
Doctor Examination Time Was Sufficient

Staff Visit Patients Was On Time And Regularly

60

50

40
Frequency

30

20

10

0
Agree

Disagree

DisAgree

N/A

Not Concerned

Strongly Agree

Strongly Disagree

Stronlgy Agree

Staff Visit Patients Was On Time And Regularly

Page 30
 Complaints Were Handled Promptly
50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Complaints Were Handled Promptly

Test Results Were Delivered Promptly

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Test Results Were Delivered Promptly

Page 31
 Treatment Was Started Promptly On Arrival

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Treatment Was Started Promptly On Arrival

Payment Is Reasonable For Service Quality

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Payment Is Reasonable For Service Quality

Page 32
 It Was Easy To Access Nurses When Needed
60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

It Was Easy To Access Nurses When Needed

Lab Were Tests Completed On Time

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Concerned Strongly Agree

Lab Were Tests Completed On Time

Page 33
 You Had Confidence In The Service Provided

60
Frequency

40

20

0
Agree Disagree N/A Strongly Agree Strongly Disagree

You Had Confidence In The Service Provided

Doctors Were And Nurses Were Effective In Managing Pain

60
Frequency

40

20

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Doctors Were And Nurses Were Effective In Managing Pain

Page 34
 Modern Medical Equipment Was Available For Treatment

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Modern Medical Equipment Was Available For Treatment

You Received Clear Information About Treatment And Services

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Strongly Agree Strongly Disagree

You Received Clear Information About Treatment And Services

Page 35
 Explanation Was Sufficient During Service Process

60
Frequency

40

20

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Explanation Was Sufficient During Service Process

Prompt Response And Customer Support Were Available For Patients

60
Frequency

40

20

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Prompt Response And Customer Support Were Available For Patients

Page 36
 Hospital Has Provided Comfortable Seating And Facilities

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Hospital Has Provided Comfortable Seating And Facilities

Nurses And Doctors Treated Patients With Respect And Dignity

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Nurses And Doctors Treated Patients With Respect And Dignity

Page 37
 Doctors And Nurses Served Me With Correct Order

60
Frequency

40

20

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Doctors And Nurses Served Me With Correct Order

Procedures Performed Were Based On Correct Diagnosis

120

100

80
Frequency

60

40

20

0
NO YES

Procedures Performed Were Based On Correct Diagnosis

Page 38
 Explanation Of Medical Service Was Clear And Understandable

60
Frequency

40

20

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Explanation Of Medical Service Was Clear And Understandable

I Was Involved In Decision Regarding Medical Treatment And Medication

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

I Was Involved In Decision Regarding Medical Treatment And Medication

Page 39
 Consistent Explanation On Health Condition Was Provided
50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Consistent Explanation On Health Condition Was Provided

Doctors And Nurses Show Care To Patients

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Strongly Stronly
Concerned Agree Disagree Agree

Doctors And Nurses Show Care To Patients

Page 40
 Patients Asked For Consent Before Treatment

60
Frequency

40

20

0
Agree Disagree N/A Strongly Agree Strongly Disagree

Patients Asked For Consent Before Treatment

Patients Provided With Information On Test Results

60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

Patients Provided With Information On Test Results

Page 41
 Doctors And Nurses Explained Side Effects And Benefits

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Concerned Strongly Agree

Doctors And Nurses Explained Side Effects And Benefits

I Was Satisfied With Cost Of Services

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

I Was Satisfied With Cost Of Services

Page 42
 I Was Satisfied With Doctors And Nurse Care

60
Frequency

40

20

0
Agree Disagree N/A Strongly Agree Strongly Disagree

I Was Satisfied With Doctors And Nurse Care

I Was Satisfied With Professional Arrangements And Communication

60
Frequency

40

20

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

I Was Satisfied With Professional Arrangements And Communication

Page 43
 IWasSatisfiedWithOverallServiceQuality
60

50

40
Frequency

30

20

10

0
Agree Disagree N/A Not Strongly Agree Strongly
Concerned Disagree

IWasSatisfiedWithOverallServiceQuality

VAR00001

120

100

80
Frequency

60

40

20

VAR00001

Page 44