Study Of Patient Satisfaction In A Tertiary Care Hospital's Outpatient Department
Abstract
BACKGROUND: To truly address the demands of various strata of the population, effective marketing plans, policies, and practises are required in health care services. In all emerging and developed countries, hospital growth is determined by patient satisfaction and service quality. The providers' ability to monitor patient satisfaction and service quality has become increasingly crucial.
OBJECTIVES
- To assess patient satisfaction with services provided to outdoor patients.
- To determine patient satisfaction with many aspects of hospital treatment and service.
MATERIALS & METHODS: A prospective cross-sectional study was undertaken in Terna Speciality Hospital & Research Centre General Outpatient Clinics' outside patients. To determine the level of patient satisfaction, a sample size of 300 was computed. Patients in the study ranged in age from 18 to 80 years old and were admitted to various specialties of outdoor patient departments (OPD). Patients were given a prevalidated questionnaire.
RESULTS: The strongest predictors of general satisfaction were the client's perception of the provider's technical competence, accessibility, convenience, and availability of services, particularly prescribed medications. At this hospital, significant considerations include the type of clinic attended, the length of time spent waiting, the prices incurred, the accessibility of services, and the perceived technical competency of the doctors.
CONCLUSION: Overall clients general satisfaction was suboptimal. Outpatient care satisfaction levels clearly suggest that more could be done to ensure that services are more patient-centered.
