EVALUATION OF PATIENT SATISFACTION LEVEL WITH DIFFERENT OUTPATIENT DEPARTMENT SERVICES: A SITUATIONAL ANALYSIS IN A TERTIARY CARE HOSPITAL
Keywords:Level of satisfaction, Patient’s satisfaction, Outdoor patients, Outpatient department, Outpatient services
Objective: To evaluate satisfaction of outpatients with respect to administrative services and the level of satisfaction towards the various facilities available in an outpatient department of a tertiary care hospital.
Study Design: Hospital based transverse situational analysis.
Place and Duration of Study: Combined Military Hospital, Malir Cantt, from Nov 2018 to Dec 2019.
Methodology: Data was collected from 756 participants, using an “Outpatient Feedback Form” to evaluate the satisfaction level of patients. Nonprobability, convenient sampling technique was used to select study participants. Data was analyzed in Statistical Package of Social Sciences, version 22.
Result: The patient satisfaction was present in 388 (51%) followed by 235 (31%) participants graded the Outpatient department facilities (OPD) as excellent and good respectively. However, only 16 (3%) were disgruntled with the present OPD administrative and medical service of the hospital.
Conclusion: Overall the study showed a good satisfaction level of patients with OPD services received from the hospital. Hospital administration has managed to deliver excellent quality services towards betterment in every discipline and created an example for other hospitals to become an effective part of the healthcare delivery system.