Patient Satisfaction in Out-patient Services at a Tertiary Care Center: A Descriptive Cross-sectional Study

Abstract

Introduction: Patient satisfaction is an important and commonly used valid indicator for themeasurement of service quality. Patient responses to healthcare services are one of the bestways to obtain information about patient views regarding the quality of healthcare. The mainaim of the study was to find out the patient’s satisfaction level in the tertiary care center.
 Methods: A descriptive cross-sectional study was conducted among 94 outpatients at a tertiary carecenter. Data were collected after obtaining ethical clearance from the institutional review committee.Patients were selected conveniently who visited any four of the major department. We collecteddemographic data and the patient satisfaction towards outpatient clinic experience was studied. Weused the Patient Satisfaction Questionnaire–18 to assess patient satisfaction. Data were entered andanalyzed in Statistical Package for the Social Sciences version 23. The mean score and the standarddeviation were calculated.
 Results: Overall satisfaction was 74.78% with a mean value of 3.7394±0.40128. The highest satisfactionscore was found in regards to the interpersonal manner of health personnel (4.2872±0.61561) followedby communication (3.9628±0.40982) and the lowest was seen in accessibility and convenience(3.2394±0.81478).
 Conclusions: The mean score and percentage of patient satisfaction were high in the hospital.However, the accessibility and availability of medical personnel were only a matter of concern.

Patient satisfaction and its socio-demographic correlates in a tertiary public hospital in Nepal: a cross-sectional study

“…A shortage or scarcity of such nonmedical amenities may have reduced general satisfaction. Contrast to our study, a recent study by Poudel et al in a tertiary hospital in Nepal showed a general satisfaction rate of 73% [14]. The hospital where they conducted their study is the largest public hospital in Nepal that has some super-specialized services as well; the patients' disease status and their severity may be totally different in that hospital compared to our study.…”

“…There was a wide variation in patient satisfaction across the seven dimensions in our study. A recent study conducted in the Bir Hospital, the largest public tertiary hospital in Nepal, did not show such a wide variation across the seven dimensions of patient satisfaction [14]. Such difference between that study and our study might be due to difference in service availability.…”

“…conducted a patient satisfaction study in the out-patient department of a public tertiary hospital; however, this study had sample size of less than 100 [14]. Therefore, to address the dearth of literature in patient satisfaction in out-patient settings in Nepal, this study aims to assess patient satisfaction and determine various factors associated with satisfaction in the outpatient settings in a tertiary public hospital.…”

Satisfaction and its determinants of rural upper gastrointestinal cancer screening in China: a preliminary cross-sectional study

“… 33 Additionally, Poudel et al found that the percentages of satisfaction were 85.74% and 79.25%, respectively, which are slightly lower than our findings. 34 Our findings indicate that our screening staff treated the participants in an amiable and courteous manner and explained the reasons for UGC screening and related services. This can be verified by the fact that approximately 88.13% of the participants disagreed that the doctors and screening staff acted in an overly business-like and impersonal manner towards them.…”

Patient Satisfaction Among the OPD Attendees at a Secondary Care Hospital in Northern India

“…et al among the armed forces in India ( 15 ), and by Poudel et al in Nepal. However, in Nepal, availability of doctors was reported as an area of concern ( 16 ).…”