Effect of demographic characteristics on patient’s satisfaction with health care facility (original) (raw)

vice quality in outpatient departments by analyzing outpatient satisfaction regarding waiting times, courtesy and interpersonal skills, , professionalism, access, coordination of care, education and information provision, emotional support, technical quality of care, and overall quality and satisfaction 3-7. Previous literature showed that older patients tended to have higher satisfaction scores in all respects 8. Educational levels of patients also found a contributor to patient satisfaction and those with no education or only primary education had higher satisfaction scores. Marital status was also a major contributor towards the satisfaction of patients with healthcare facilities and those married or cohabitating tended to have higher satisfaction scores, 9 but in another study those who were single or divorced had ABSTRACT Objective: To assess the patients' satisfaction level and effect of demographic characteristics on patients' satisfaction with health care facility in a tertiary care hospital. Methodology: This Descriptive Cross sectional survey was conducted from June through October, 2012 in Out Patients Department of Punjab Social Security Hospital (PESSI), Rawalpindi. Participants were interviewed by trained interviewers (students of 4th year MBBS class) using pre tested questionnaires. The patients were interviewed for their satisfaction and experience in the healthcare facility regarding interaction with doctors, paramedical staff, and facilities in the institution. Demographics like age, gender, educational status, marital status and monthly income were recorded. A five point scale of Strongly Agree (5), Agree (4), Uncertain (3), Disagree (2), and Strongly Disagree (1) was used. The percentage score was calculated for each patient and patient satisfaction was measured in terms of mean percent score. Results: In sample of 110 patients, age of patient showed significant (p-value = 0.033) relationship with satisfaction score, with maximum satisfaction level (79.86%) in older age patients of > 55 years. Gender and occupation of patient did not show significant effect on satisfaction score. The illiterate or less educated (p-value = 0.003) and married patients were significantly (p-value = 0.003) more satisfied. Patients with less monthly income were significantly (p-value < 0.001) more satisfied. Conclusion: Older and less educated patients with lower income bracket were more satisfied with healthcare facility as compared to younger, highly educated patients and having higher income levels.