Assessment of patient's satisfaction regarding the service quality of a rural hospital of Burdwan district, West Bengal, India

Abstract

Background: Patients satisfaction is the basis of quality healthcare services. To improve quality of healthcare it is most important to obtain feedback from patients. Patients' satisfaction or service quality mostly depends on patients' expectation. This study was conducted to identify some important areas where improvement can be done by knowing patients expectation, perception and their gaps. Methods: A cross-sectional study was conducted among patients aged >18 years. Total 350 patients from OPD by consecutive sampling and 309 patients from IPD by complete enumeration was taken from a rural hospital of Burdwan district. A modified form of SERVQUAL questionnaires was used. Results: Service quality gaps were identified across all the five dimensions as well as all the 22 items of the survey instrument (except one item). All those gaps were statistically significant (Except two items). It was identified that highest service quality gap exist against the item no. 8 (Provide its services at the time) for OPD and item no. 20 (Readiness for personal attention) for IPD services. Conclusions: This study measured service quality of a hospital in the context of patients' perceptions and expectations and identified some areas of improvement while catering health services. The findings can help the healthcare provider to plan conceptually in improving health care delivery systems.

Patient Satisfaction on Health Service Center In Urban and Rural Area

“…Empathy dimension is the dimension of the lowest levels of satisfaction in rural areas, it also needs to be a concern, where the ability of doctors to provide care to patients, care and friendliness on patients need to be improved. It is revealed that the physician has the most important role in the improvement of service satisfaction (Ibrahima, 2016;Naskar et al, 2016, Singh et al, 2016.…”

“…Patient satisfaction with health services describe the level where the needs of patients "In line with expectations and provide a standard of service that is acceptable". Several factors have been shown to affect patient satisfaction with the services of his/her teeth namely "technical skills, interpersonal factors, patient comfort, cost, and facilities" (Balkaran et al, 2014;Naskar P et al, 2016). The main factor of satisfaction is the quality of health care provided hospital car, processes of care and outcomes of care.…”

Patient Satisfaction Level with Health Care Quality at Dental Hospital of Hasanuddin University

“…The patients want trained officers and provide them with information they might needed. Therefore, to ensure optimal quality of service, health care providers should be aware of and sensitive to patient satisfaction because it is one factor that can help to improve the outcome of treatment provided [8] [11].…”

“…Most complaints of patients in a satisfaction survey concerning the presence of officers who are not professional in providing health services, which are still audible complaint would be the clerk unfriendly and indifferent to patient complaints. The most prominent factor is the quality of service; treatment time is long, long waiting times and outcomes of care were less than satisfactory [4][7] [8].…”

A Systematic Review of Patient Satisfaction on Health Information Exchange in Malaysian Public Healthcare Organizations

“…Patient satisfaction has been recognized as the most important key success indicator in the healthcare industry [36][37][38][39][40][41][42][43][44][45][46][47][48][49][50][51][52]. It is linked to the concepts of perceptions and expectations [33].…”