A study to assess patient satisfaction in out patient department of a tertiary care hospital in north India

Jain, Abhishek; Mishra, Neha; Pandey, Chandra Kant

doi:10.18203/2394-6040.ijcmph20151586

Cited by 18 publications

(21 citation statements)

References 7 publications

(10 reference statements)

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“…Around the world patient satisfaction with services has become one of the most important parameter to evaluate treatment outcomes, including India. [1][2][3][4] Healthcare services are moving towards client-service provider model in India as well, under influence from practices around the world and as also mandated by the WHO under its quality rights initiative for mental health.…”

Section: Introductionmentioning

confidence: 99%

A survey of patient satisfaction of patients attending a psychiatry outpatient clinic at a tertiary care centre

Jena¹,

Gupta

2018

Int J Community Med Public Health

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Background: The concept of patient satisfaction in mental health services has eluded understanding in spite of large research body on this subject. Poor patient satisfaction leads to worse outcomes on psychiatric disorders. This study looked for social, demographic and clinical variables associated with patient satisfaction.Methods: 1100 eligible subjects were screened and then 519 alternate sample subjects were recruited for the survey based on the selection criteria. Social, demographic and clinical variables were assessed and PSQ-18 (Patient Satisfaction Questionnaire) was administered to all subjects.Results: 453 (87.28%) patients reported satisfaction and 66 (12.72%) of patients reported being unsatisfied with the service provided. Four sub-scales [“General satisfaction” (p<0.001), “Technical quality” (p<0.001), “Interpersonal manner” and “Communication” were found to be associated with patient satisfaction while other 3 sub-scales (“Financial aspects”, “Time spent with the doctor” and “Accessibility and convenience”) were not significantly associated with patient satisfaction.Conclusions: Both the technical and the interpersonal and communication skills of the doctor were important in determining patient satisfaction whereas the often believed variables like financial aspect and the time spent with the doctor did not affect patient satisfaction significantly.

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Section: Introductionmentioning

confidence: 99%

A survey of patient satisfaction of patients attending a psychiatry outpatient clinic at a tertiary care centre

Jena¹,

Gupta

2018

Int J Community Med Public Health

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“…Patients reported very high satisfaction with medicine as against study by Jain 18 in which only 25.6% were satisfied with pharmacy of hospital. However in our study 273 (91%) patients were satisfied with the medicine provided to them in CMH in contrast to only 27 (9%) were not satisfied with medicine provided to them.…”

Section: Discussionmentioning

confidence: 95%

Patients Satisfaction About Health Care Delivery in Out-Patients Department of Combined Military Hospital Rawalpindi

Sardar

Khan

2020

PAFMJ

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Objective: To determine patient’s level of satisfaction and factors leading to dissatisfaction in selected patientsgroup with health care delivery in outpatients department of CMH Rawalpindi. Study Design: Cross sectional study. Place and Duration of Study: Out Patients Department of Combined Military Hospital Rawalpindi, from Sep2013 to Aug 2015. Methodology: Before data collection, written informed consent was taken from all the participants. The studypopulation comprised of armed forces personnel and their families. Patients, including both, males and females, coming to the outpatient department of Combined Military Hospital Rawalpindi were included in the study through consecutive sampling. Results: Results revealed that only 30% were satisfied. 67% patients were satisfied with the facilities in reception and 70% were satisfied with cleanliness in waiting area. A relatively low level of satisfaction with dealing of nursing assistant was recorded while very high percentage of satisfaction with performance of doctor i.e. 91%, examination done by doctor 91% and information provided by doctor 93% was recorded.90% patients reported high level of satisfaction with medicines provided.95.33% patients were satisfied with lab tests being done in hospital. Conclusion: Assessing satisfaction of patients is a simple and cost effective way for assessment of hospitalservices. Most of the patients were contented with services delivered in OPD and showed their trust in doctors,medicines provided and lab facilities offered. Majority were willing to revisit the hospital if required.

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“…7 Jain A reported the overall satisfaction in a tertiary care institute to be 73% in Lucknow. 8 Deva et al in Kashmir reported 80%. 9 A study by Rizyal reported an overall satisfaction of 76.8% among patients attending eye OPD of NMCTH whereas Gurung et al reported 74% patient satisfaction in a tertiary eye care centre in Kathmandu.…”

Section: Discussionmentioning

confidence: 96%

A study assessing patient satisfaction in otolaryngology OPD of a district medical college of West Bengal

Yasmin

Panja

Baur

2019

Int J Community Med Public Health

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Background: Patient satisfaction is perhaps is a proxy indicator to measure the success of a hospital. The aim of this study was to evaluate the level of patient satisfaction among patients attending Otorhinolaryngology outpatient department (OPD) of a tertiary care teaching hospital in a district.Methods: Cross-sectional observational study among 230 patients attending Otorhinolaryngology outpatient department (OPD) of a tertiary care teaching hospital in a district using a modified validated Bengali questionnaire. Analysis of results was done by percentage and proportion.Results: Overall satisfaction was above 60% for only 42.6% of patients. Major dissatisfaction was with the registration system. 50.4% were dissatisfied for waiting at the queue of registration counter to get OPD ticket. Other causes of dissatisfaction were infrastructure e.g. non-availability of adequate seating arrangement (39.6%), fans (58.7%), non-availability of drinking water (71.7%). 78.3% were dissatisfied for the available washroom facilities. However 92% were satisfied by attention paid by doctors.Conclusions: The present study was an attempt to assess the level of satisfaction of the patients. It highlights maintaining privacy during history taking examination and improving infrastructure like drinking water and washroom facilities, improving registration system to decrease waiting time can improve patient satisfaction which can be easily done with help of stakeholders.

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A study to assess patient satisfaction in out patient department of a tertiary care hospital in north India

Cited by 18 publications

References 7 publications

A survey of patient satisfaction of patients attending a psychiatry outpatient clinic at a tertiary care centre

A survey of patient satisfaction of patients attending a psychiatry outpatient clinic at a tertiary care centre

Patients Satisfaction About Health Care Delivery in Out-Patients Department of Combined Military Hospital Rawalpindi

A study assessing patient satisfaction in otolaryngology OPD of a district medical college of West Bengal

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