Jhuma Sarkar1, Biswajit Chatterjee. 1. Department of Community Medicine, Medical College, Kolkata, India. dr.jhumasarkar@yahoo.in
Abstract
BACKGROUND: Patients' satisfaction has now become the most important and measurable aspect for assessing the quality of patient care services. For improvement of performance of any health system there is a need to assess patients' satisfaction as often as possible. OBJECTIVES: 1) To assess the level of patients' satisfaction as well as dissatisfaction regarding the services provided in the outdoor and indoor of different departments of a tertiary care hospital. 2) To find out the relation of some socio-demographic variables and different departments with the level of satisfaction if any. MATERIALS AND METHODS: Two predesigned pretested interview schedule (separate for outdoor and indoor) was developed covering certain domains of patients care. Overall satisfaction level was determined by using summated Likert's score. RESULTS: For outdoor, a little excess of half of the patients were satisfied in doctor-patient communication (51.0%), consultation room (53.5%), and overall (59.9%). The unsatisfied area was waiting place and time (38.6%). In the Indoor, 58.6% patients were satisfied with admission procedure, 53.2% for clinical care, 57.1% for nursing care and 45.3% with food services and the areas where more patients were not satisfied were cleanliness (40.4%), comfort (20.2%) and food services. G&O patients were less satisfied both in indoor and outdoor. Satisfaction level significantly increased with increase in age (P < 0.01),male patients (P < 0.01), lower education (P < .05) and surgical patients (P < 0.01). CONCLUSION: The level of patients' satisfaction showed deficiencies in different issues of hospital services, which should be given utmost importance by the hospital management authority for betterment.
BACKGROUND: Patients' satisfaction has now become the most important and measurable aspect for assessing the quality of patient care services. For improvement of performance of any health system there is a need to assess patients' satisfaction as often as possible. OBJECTIVES: 1) To assess the level of patients' satisfaction as well as dissatisfaction regarding the services provided in the outdoor and indoor of different departments of a tertiary care hospital. 2) To find out the relation of some socio-demographic variables and different departments with the level of satisfaction if any. MATERIALS AND METHODS: Two predesigned pretested interview schedule (separate for outdoor and indoor) was developed covering certain domains of patients care. Overall satisfaction level was determined by using summated Likert's score. RESULTS: For outdoor, a little excess of half of the patients were satisfied in doctor-patient communication (51.0%), consultation room (53.5%), and overall (59.9%). The unsatisfied area was waiting place and time (38.6%). In the Indoor, 58.6% patients were satisfied with admission procedure, 53.2% for clinical care, 57.1% for nursing care and 45.3% with food services and the areas where more patients were not satisfied were cleanliness (40.4%), comfort (20.2%) and food services. G&O patients were less satisfied both in indoor and outdoor. Satisfaction level significantly increased with increase in age (P < 0.01),male patients (P < 0.01), lower education (P < .05) and surgical patients (P < 0.01). CONCLUSION: The level of patients' satisfaction showed deficiencies in different issues of hospital services, which should be given utmost importance by the hospital management authority for betterment.
Authors: Sivakumar Dharmasivam; Ramya Selvaraj; Subitha Lakshminarayanan; Sitanshu Sekhar Kar; S Ganesh Kumar Journal: J Family Med Prim Care Date: 2017 Jul-Sep