Experiences and satisfaction of patients in communicating with care providers: The case of Afaan Oromoo speaker patients at Saint Paul's Hospital Millennium Medical College, Addis Ababa, Ethiopia, 2021

Abstract Background Miscommunication between patient and care provider in health service setting puts great pressure on patient satisfaction even up to life threatening especially for official language minority group. However Oromoo people is largest ethnic group in Ethiopia, there is no study conducted pertaining experiences and satisfaction of Afaan Oromoo Speaking Patients in Saint Pauls’ Hospital Millennium Medical College (SPHMMC). Objective Objective of this study was to explore experiences and satisfaction of Afaan Oromo speaking patients in communicating with care providers in the SPHMMC, Addis Ababa, Ethiopia, 2021. Methods and Materials: A phenomenological qualitative study design was employed. To select Afaan Oromoo speaking patients from each departments of SPHMMC, purposive non-probability sampling technique was used. Data collection instrument for this study was in-depth interview, observation and Focus Group Discussion. Before data analysis and interpretation, collected data was transcribed, translated, coded and managed to simplify for analysis by computer assisted software open-code version-4. The raw data was handled carefully from loosing of valuable data using computer password. After core meaning of collected data was identified and explained using method of thematic content analysis, final report/finding was written. Result Experiences AOSPs in communicating with care providers showed indicated, most of health care providers were not used translator and to handle the problem they use non-verbal communication. Misunderstanding of patient condition, difficulty to record accurate patient assessment, misunderstanding of Afaan Oromoo word which caused for diagnosis of seemed diagnosis were observed from patient phenomena. Six themes which were taken from patient experience indicated dissatisfaction to health service and are: Service delay, mistrust b/n care providers and patients, loss of confidence and loss of self-esteem among patients, exposing to unnecessary expenditure, and communication gap in service provision. Conclusion & recommendation: Experiences of AOSPs in communicating with health care providers clearly indicated their dissatisfaction to health service. Thus, SPHMMC, FMoH and RHBO have been recommended to establish LAS, professional interpreters, and to function corporately with concerned stakeholders.