Patients' satisfaction with hospital services in Kathmandu

Abstract

Patient satisfaction is valid indicator for measurement of service quality. Patient's opinions are important because dissatisfaction suggests opportunities for improvement of health services in the hospital. The objective of this study was to assess the patient satisfaction with hospital services. Descriptive survey study design was adopted for this study .The population of the study was the clients who have been inpatient in Tribhuvan University Teaching Hospital (TUTH) in Kathmandu. Non probability purposive sampling technique was used and 222 patients was selected through face to face interview using a structured and semi-structured questionnaire. Data was collected from 15 th June to first October 2013. The data were analyzed by using descriptive statistics such as frequency, percentage, mean and standard deviation. Using ShapiroWilk test for normality. The result shows that on an average patients had higher satisfaction in technical skills (mean score ± SD 3.78±0.33) followed by hospital policy (3.37±0.43), accessibility skill (3.33±0.43), interpersonal skill (3.31±0.36) and least satisfied with room service of the hospital (mean: 2.58±0.29). Based on the study finding, it is concluded that overall patient satisfaction was good regarding the quality of health care services of TUTH. Among the different domains of patient satisfaction, respondents were highly satisfied with technical skill of the nurses and doctors. Although the overall services provided by TUTH are satisfactory it is necessary to improve the room services which include overall cleanliness and comfort of the patient.

Patient Satisfaction with Nursing Care in Five Major Departments in a Tertiary Care Centre

“…7 Subedi D et al concluded in a study conducted in the Institute of Medicine, Nepal that patients were highly satisfied with the technical competencies of doctors and nurses. 8 Socio-demographic characteristics were concluded by some studies to be at best a minor predictor of satisfaction. 8 Patient demographics such as age, gender, income, socioeconomic and general health status impact patients' responses.…”

“…8 Socio-demographic characteristics were concluded by some studies to be at best a minor predictor of satisfaction. 8 Patient demographics such as age, gender, income, socioeconomic and general health status impact patients' responses. 9 Beyond these obvious characteristics, many other factors such as primary language, parental status, sexual orientation, values, beliefs, or communication style may be associated.…”

Inpatient satisfaction level survey at a tertiary care hospital

“…Subedi D, et al at Kathmandu Hospital study reveals that 54.1% of respondents answered that they were fairly satisfied with communication with nurse, 71.6% were often satisfied with answer of respondents questions, 68.5% mentioned that nurses often treat them in a friendly way, 49% mentioned that doctor explained about ongoing treatment and they were often satisfied with it. 9 In a study from the outpatient department of a private medical college hospital at Manglore on consumer satisfaction, it was shown that 66.7% mentioned that they were fairly satisfied with respect given by other staff of the hospital, and 58.1% answered that they were occasionally satisfied with receptionists answer about their query. 15 One of the study conducted by Sadjadian et al, 'Patient satisfaction: a descriptive study of a breast care clinic in Iran' reported that majority of the respondents were satisfied with skill of nurses and doctor.…”

“…8 Nearly similar result was found in the study conducted by Subedi D, et al at a teaching hospital at Kathmandu, where almost half 52.7% of the respondent were male, 34.23% of respondents were age group between 46 to 60 years. 9 Considering the determinants of good clinical governance, clinicians have to learn to improve skills of communication alongside their clinical skills. Study by Shahzadi et al at a Peshawar Hospital showed that majority of patients were not satisfied with the way their doctor greeted them, only 5.90% were called by their names.…”

Patient satisfaction of outpatient department at ESIS hospital, Nagpur, India

“…Page 921 Majority i.e.190 (38%) of patients were males while 310 (62%) of patients were females.Similar to present study, D Subedi et al, found that 34.23% of respondents were in the age group of 46-60 years whereas 14.86% were of 16-30 years of age. 52.70% of the respondents were male 11. …”