Patient satisfaction Questionnaire: A Tool Towards Quality Improvement of Health Care services.

Abstract

Objective: To quantify the satisfaction of patients visiting outdoor patient department using
patient satisfaction questionnaire (PSQ-18) at District Headquarters hospital Sheikhupura.
Methods: This cross sectional study was conducted at District Headquarters Hospital,
Sheikhupura in January 2018. All patients visiting outpatient department of District Headquarters
hospital Sheikhupura were included. They were asked to fill patient satisfaction questionnaire
(PSQ-18) after their encounter with the physician. All data was analyzed using SPSS 24 version.
Results: Out of 120 participants, 62 patients (51.6%) were males. The mean age was 35.17 +
18.16 years (Range: 8-101 years). Patients from rural areas, who were married, and patients from
Gynecology& Obstetrics and surgery department had higher satisfaction scores (P<0.05)
whereas results for gender and level of education were not significant (P<0.005) regarding
satisfaction of patients.
Conclusions: Patient satisfaction was the highest in terms of “technical quality” but lower in
terms of “time spent with doctor” and “communication”. Marital status, area of residence and
department visited, were important correlates of patient satisfaction. If hospitals wish to improve
the quality of health services, they should give priority to factors responsible for patient
dissatisfaction. Such type of researches should be frequently conducted to explore specific
factors that form patient satisfaction