HEALTH DELIVERY SERVICE IN GHANA: CONSUMER PROTECTION AND SATISFACTION - Performance Assessment at the Komfo Anokye Teaching Hospital - Kumasi

Abstract: ABSTRACT Almost every patient in Ghana has a story to tell about the health care delivery system, some pleasant and others bitter. This calls for a system of continuous quality improvement for the improvement of the health and functioning of the people . The research sort answers to the following questions: What level of quality care are patients receiving now that health care is very accessible? Are Ghanaian consumers satisfied with the services of the health sector? What is the level of awareness of Ghanaian patients of the Patients Charter promulgated to protect them? Are there any correlation between the level of patients’ satisfaction and their level of awareness of consumer/patients protection laws? The research revealed that: o doctors and nurses at the Hospital generally treat Patients with Respect and Courtesy o both doctors and nurses at the hospital do not take time to explain to patients the side-effects of medicines prescribed. o responsiveness of Hospital Staff to Patients call for help is not encouraging o Hospital staff do not provide adequate information to Patients when they are being discharged o the hospital staff keep their environment clean. o most patients of the hospital do not know that patients have rights protected by law. o the general perception of patients about the hospital was above average performance. On the satisfaction index scale they scored MnCSI – 77. However, it was also revealed that the satisfaction level of patients has correlation with their level of knowledge of patients rights It was found out that if all patients will know and insist on their rights, quality will improve at our hospitals.