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Patients’ Orientation and Revisit Intention Among Patients’ of Public Tertiary Health Institutions in Benue State

Mnzughurga Martins Amenger, Judith Ayangeawam Mase PhD, Aondoaver Ucho PhD

Abstract

Public tertiary health institutions are established with the mandate of providing advanced, high quality medical care to the people, so as to maintain a pool of loyal clientele willing to revisit after service encounter. However, not much is known on the willingness of patients to revisit public tertiary health institutions in Benue State, Nigeria. This study examined patients’ orientation and revisit intention among patients of public tertiary health institutions in Benue State. The study employed the cross-sectional survey design in which 349 patients, comprising 132(37.8%) males and 217(62.2%) females, whose ages ranged from 22 – 69 years (Mean age=45.08, SD=11.18) served as participants. The Patient-Centred Primary Care Scale and Customer Revisit Intention Scale were used in data collection. Data analysis involved the use of Multiple Linear Regression. Findings showed that, patients’ orientation as a whole, and its dimensions including patients’ preference, physical comfort, and emotional support had significant positive influence on revisit intention among patients of public tertiary health institutions in Benue State. The study recommended that, managements of public tertiary health institutions in Benue State should navigate to a patient-oriented healthcare service that emphasise patient preference, physical comfort, and emotional support, as a way of improving revisit intention among patients of public tertiary health institutions in Benue State.

Keywords

Patients’ OrientationRevisit IntentionPatients’ PreferencePhysical ComfortEmotional Support.

References

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