Assessment of Patients' Satisfaction Regarding Health Care Services in a Tertiary Care Hospital

Abstract

Objective: To find out the satisfaction level of the patients regarding the quality of OPD services and its
relationship with the sociodemographic factors
Material and Methods: A cross-sectional study was conducted between June to December 2021 in Outpatient
Department (OPD) of Fatima Memorial Hospital. After taking approval from Institutional Review Board, 385 patients fulfilling the inclusion criteria were recruited by using non-probability purposive sampling. Following informed consent, a structured pretested questionnaire was used to solicit information from respondents regarding reception area, patient doctor interaction, and overall level of services provided in the OPD. Patient satisfaction was measured on five-point Likert scale. Data was analyzed using SPSS version 27. Simple frequency tables were generated for the qualitative variables. Chi-square test was applied to find out any statistically significant relationship of various sociodemographic factors with patient satisfaction. The p-value of ≤0.05 was defined as significant.
Results: The mean age of participants was 36.59±14.59 years. Overall 86.5% patients were satisfied with the OPD services. When satisfaction regarding separate domains of OPD was analyzed, it was found that 76.1% of the respondents were highly satisfied with OPD reception services, and majority (87%) patients were highly satisfied with health care provider services. Around 88.8% patients agreed to come again in order to seek service provision and 87.6% patients supported recommending the hospital to others. No statistically significant relationship between various sociodemographic factors and patient satisfaction.
Conclusion: Majority of patients expressed high satisfaction level with various domains of OPD services and supported recommending the hospital to others based on their experience.
Keywords: patient satisfaction, OPD services, Health care provider services, Health Service readiness, patient doctor interaction