REAL-TIME PATIENT SATISFACTION SURVEY IN A TERTIARY CARE HOSPITAL

Patient Satisfaction

Abstract

Objective: To asses and analyze patient satisfaction level in a tertiary care hospital.

Study Design: Prospective descriptive study.

Place and Duration of Study: This survey was carried out at the Quality Assurance department of CMH Malir Cantonment Karachi.

Material and Methods: CMH Malir is QMS/ISO 9001-2008 certified since 2013. The hospital was categorized in to five major departments for the purpose of this study. These were outdoor, indoor, pathology (laboratory), radiology and pharmacy. Predesigned proformas with questionnaire specific to each department were used to document patient response while leaving that department. Patient satisfaction level was marked on 1-5 grades Likerts scale. 1=very poor, 2=satisfactory, 3=good, 4=very good and 5=excellent. Total 500 proformas were collected from all five departments and were later analyzed on SPSS 20. Minimum satisfaction level was rated at scale 3/5 (60%). Each department was further analyzed and the processes were rated on Likert scale as numerical data, meanand frequency were also calculated.

Results: Mean age of the studied participants was 38.1 ± 12.3 years. Male to female ratio was 68:32. Average satisfaction level of the hospital was 3.98 (79.74%) with highest satisfaction level of 4.21 (84.23%) for indoor department and lowest of 3.67 (73.45%) for outdoor department. Radiology, pathology and pharmacy were having average satisfaction level of 4 (80%), 4.11 (82.23%) and 3.94 (78.75%) respectively.

Conclusion: We found that in this hospital most of the patients were satisfied with indoor treatment and laboratory facilities. Outdoor clinics were having maximum dissatisfaction index.