Patient Satisfaction Survey in Traditional Medicine Units in Bhutan, 2023: a cross-sectional survey

Abstract

Background: Assessing patient satisfaction is a vital component of any robust health service. In this study, we assessed the level of patient satisfaction with the TM services across health facilities in Bhutan in 2023. Methods: This study was a cross-sectional study conducted among adults availing TM services between March and April 2023. Patient satisfaction was scored against given statements on a Likert scale. Data were analysed to examine the overall levels of satisfaction with TM services. Results: There were 353 respondents surveyed across 46 TM units. Patients reported high satisfaction scores on the cleanliness of the health facility and its toilets, availability of sitting facilities in waiting rooms, clarity of direction and signage in the hospitals, and good communication skills of receptionists and TM practitioners. High scores were also recorded on the time provided by TM practitioners to patients and the ability to receive timely care. However, patients reported lower scores on the availability of all amenities for the drungtshos to provide the desired services to the patient. However, only 44.41% of participants reported adequate satisfaction with the services. The domain-wise satisfaction scores: satisfaction (44.19%), Physical environment (31.44%), Courtesy (52.12%), Quality of care (48.48%), Interpersonal (56.37%), Communication (56.37%), Time spent with health professionals (28.61%) and Accessibility and convenience (37.68%). Conclusions: Only four in every ten participants were highly satisfied with Traditional Medicine services at various public health facilities in Bhutan. Such patient satisfaction surveys serve as a benchmark for quality improvement initiatives.