ABSTRACT
Here we discuss the overall level of satisfaction of patients at
COVID-19 treatment centers and distinguish the dimensions, which have
the most significant influence on overall satisfaction. The data were
composed using an interviewer-administered questionnaire via using
distant communication mode and 206 participants covering 55 treatment
centers across Sri Lanka were interviewed from 01st March 2021 to 01st
April 2021 and analyzed using multiple linear regression analysis. The
findings implicit that there is a positive relationship between
dimensions of satisfaction on food, sanitary and toilet conditions, and
patient care and management with the overall satisfaction of patients
which is the dependent variable in this study. The satisfaction of
patient care and management has a higher significant influence on
overall satisfaction. In multiple linear regression analysis, all
independent variables have a positive association with the dependent
variable while having a negative intercept. These findings will admit
health officials to have a better understanding of aspects, which have a
greater and weaker influence on the overall satisfaction of COVID-19
patients and take required measures.
KEYWORDS: Global Pandemic, Overall satisfaction,
Multiple linear regression
INTRODUCTION AND BACKGROUND
COVID-19 is an acute respiratory tract infection emerged in December
2019. It has flu-like symptoms, such as fever, cough, breathing
difficulties, fatigue, and muscle pain. COVID-19 was recognized as a
highly infectious disease and can be a life-threatening disease by World
Health Organization and was declared as a global pandemic on
11th March 2020 by WHO and declared countries to
practice social distancing, frequently washing hands, and decrease the
population density in healthcare premises to minimize community
transmission of COVID-19 as ways of preventing and mitigating pandemic
(Ferguson et al. 2020).
Sri Lanka is situated in the South Asian region in close proximity to
southernmost tip of India and has a population of 21.9 million (Central
Bank of Sri Lanka 2020). The first COVID-19 case in Sri Lanka was
reported on 28th January 2020 and since then up to
31st of December 2021, number of total confirmed cases
are 586,746, number of deaths are 14,962, and 560,313 are reported as
recovered cases (Ministry of Health, 2021).
The different response of Sri Lanka towards COVID-19 prevention and
mitigation is a strong and major focus on preventive approach and
contact tracing with application of existing resources in a rational
manner. All patients tested COVID-19 positive were admitted to
designated hospitals and whether patients were asymptomatic or mildly
symptomatic, all were admitted for isolation, ensuring that COVID-19
spread was kept under tight control (Karunathilake et al. 2020; WHO
2020).
Although this approach was proven effective during early phase of
pandemic, with time became evident that it is not sustainable due to
rapid increase in number of COVID-19 confirmed cases since October 2020.
This caused due to expected deviation from stringent control measures
caused first major surge faced by country (WHO 2020; Epidemiology Unit
2020).
During this surge, high risk of beyond capacity of health system due to
rapid rise in number of COVID-19 patients and establishment of smooth
functioning healthcare services was problematic due to unmet needs of
patients. It was no longer possible for all positive tested patients to
admit and isolate in designated hospitals. Ministry of Health (MoH) was
compelled to take exceptional measures to face this unforeseen
situation. The concept of forming Intermediate Care Centers (ICC) with
facilities to isolate large numbers of patients with minimum or no
symptoms was introduced in October 2020 Those were initiated with a
basic care level service during a very short period due to rapidly
rising positive numbers.
The patients were distributed to 4 levels of COVID care centers: Level 1
centers were COVID tertiary care hospitals with ICU facilities, Level 2
COVID centers were COVID secondary care hospitals such as district
hospitals and base hospitals in Sri Lanka. Similarly, Level 3 centers
were COVID ICCs and Level 4 centers were primary care hospitals with
intermediate care facilities.
When developing these centers many aspects were addressed such as
psychological, socio- cultural and demographical and other associated
limitations have to be considered in addition to management of service
and technical capacities to mitigate disease status. Therefore, to
develop and improve further, care level and overall service, it is vital
to assess and evaluate COVID-19 patients’ experience and satisfaction
who were isolated/ treated in these facilities.
Seeking for treatment is a patient’s right and provision of required and
accepted healthcare at an institution with comfort is responsiveness to
patients’ need. The extent or degree to patients are pleased with
healthcare facilities including both inside and outside is patient
satisfaction (Alkureishi et al. 2016).
This study aims to assess patients’ overall satisfaction and associated
factors among COVID-19 patients admitted in healthcare facilities in Sri
Lanka.
Therefore, this survey was conducted to assess and evaluate patients’
experience and satisfaction with service provided at COVID-19 treatment
and quarantine facilities run by Sri Lankan government.