Patient Satisfaction Survey at Mining Clinic in Zvishavane

Abstract

This study aimed to assess the level of patient satisfaction with health care services provided at a mining clinic in Zvishavane, Zimbabwe. A total of hundred (100) mine workers and contractor company employees participated in the survey, achieving a 100% response rate. Data was collected using a structured patient satisfaction survey questionnaire administered during routine COVID-19 screenings and clinic visits. The questionnaire was developed based on literature and the SERVQUAL model dimensions, including responsiveness, assurance, tangibles, empathy, and reliability.
Key findings revealed a generally high level of patient satisfaction across several service dimensions. Notably, the majority of participants indicated they would recommend the clinic to others. High satisfaction levels were reported in areas such as staff appearance (very good), cleanliness of the clinic (very good), privacy during consultations (very good), and availability of medicines (very good). The promptness of services across departments was also commendable, with 87% receiving reception services within 10 minutes. However, minor concerns were raised about consultation and treatment room wait times and clarity of communication, with up to 10% rating these areas as fair.
The study concludes that the mining clinic provides quality, patient-centred care, consistent with other international studies on healthcare satisfaction. Recommendations include improving wait times, enhancing communication, conducting regular satisfaction surveys, and investing in staff training for customer care. The findings serve as a valuable input for healthcare management in developing targeted strategies to enhance service delivery and overall patient experience.