Patient Satisfaction: A Tool towards Quality Improvement (original) (raw)
Related papers
2020
Objective: This study aimed to assess the patients' satisfaction with health services provided at Outpatients' ophthalmology clinic Department at Saint John Hospital. Methods: The design of this study is descriptive, analytical. 309 participants were recruited from the Outpatients' eye Department at Saint John Hospital. Results: Five dimensions of patients' satisfaction were considered in this study; namely, access to care, physical environment, patients' expectations, waiting time in addition to information and interaction. The overall patients' level of satisfaction was 63.9%. The patients' expectation dimension reported the highest level of satisfaction (68.1%), while, the waiting time dimension reported the lowest level of satisfaction (58.5%). The study illustrated important differences in satisfaction in relation to patients' socio-demographic characteristics, health status and organizational characteristics. Discussion: The study reveal...
A DESCRIPTIVE STUDY OF PATIENTS SATISFACTION LEVEL AT LAMAHI EYE HOSPITAL OF DANG DISTRICT OF NEPAL
International Journal of Research and Analytical Reviews - IJRAR, 2021
Patients are special guests and essential stakeholders in a hospital, and their level of satisfaction is the most priority work of management. To maintain the optimum level of patient satisfaction towards the quality of care and vision outcome after cataract surgery, the quality of work, atmosphere of the Hospital, behaviour of doctors and staff, user fee, and safety are the most relevant factors of patient satisfaction. This study has focused on service quality related to tangibility, reliability, assurance, empathy, responsiveness, timeliness, and equality of care. This study seeks to find overall satisfaction factors concerning their Area of Residence, Gender, Age, Education level, and Occupation, respectively. The survey was conducted among 100 patients in Lamahi Eye Hospital, situated in the Dang District of Nepal.
Patient satisfaction regarding eye care services at tertiary hospital of central India
Oman Journal of Ophthalmology, 2011
and admitted as in-patients in this hospital were our study population. Randomly selected patients were interviewed by trained staff. Close-ended questionnaire was used to conduct these structured interviews. Their responses were grouped into one of five categories and evaluated to determine satisfaction for different components of eye care services. Results: Three hundred and twenty persons were interviewed. The satisfaction was of excellent grade among 77 (48.1%) patients attending clinic and 156 (97.5%) patients who were admitted in the hospital. The participants expressed dissatisfaction for the long waiting period in clinics, poor cleanliness, and insufficient toilet facilities. Those admitted in the hospital felt that food facilities were less than the expected quality. Child-friendly facilities received high satisfaction scores. Conclusion: Although eye care services both in clinics and in the wards were satisfactory according to the end-users, there are scopes for improvement. Patient satisfaction surveys should be encouraged in hospitals for better accountability and also for strengthening the quality of eye care services.
Satisfaction among the Patients Attending Himalaya Eye Hospital, Pokhara, Nepal
Journal of Health and Allied Sciences, 2021
Introduction: Patient satisfaction is one of the key elements for the overall improvement of health service management. Patient satisfaction in the health care organization is popularly used for benchmark and accreditation purposes. Methods: A quantitative cross-sectional study was conducted among the 164 patients who got their at least one type of eye surgery done following at least three OPD visits at Himalaya Eye Hospital from January 2019 to July 2019. A systematic random sampling technique was used to enroll the study subjects. Face to face interview was done with a semi-structured interview schedule to gather the data from the subject. Data were entered into Epi-Data and transfered to SPSS 20 for analysis. A Chi-square test was applied to find out the association between dependent and independent variables. Results: The average satisfaction score was (4.061±0.26). Overall 48.2% of respondents were satisfied with the physical environment, 59.1% were satisfied with eye care service, 67.1% were satisfied with a health care provider, and 59.1% satisfied with a financial cost, and 88.4% respondents were satisfied with the outcome of care. Conclusion: The majority of respondents were satisfied with the cleanliness and health care providers of the hospital. The main dissatisfaction was on the lack of provision of safe drinking water, insufficient space for caretakers, lengthy time for ticketing system, long waiting time, and waiting area. Concerned authorities are recommended for considering the need of people in the community which may further increase their satisfaction towards services and institutions.
Asian Journal of Medicine and Health
Aims: Patients’ satisfaction is an important health outcome, which is regarded as a determinant measure for quality of health care services. The aim of the study is to evaluate patients’ satisfaction regarding eye care services in a multi-specialty eye hospital of northern Bangladesh. Methods: This cross sectional descriptive study was conducted among the patients who took the eye care services in OPD and admitted as in-patients in the hospital. Randomly selected patients were interviewed by trained staff. A semi-structured questionnaire was used to conduct these interviews. Their responses were grouped into one of five categories and evaluated to determine satisfaction for different components of eye care services. There were also open-ended questions regarding feedback from participants’ view and recommendations for the improvement of the quality of services. Results: Four hundred and forty nine participants were interviewed. Among these, 71 (15.81%) were very satisfied and 358 ...
Patient Satisfaction towards Eye Care Service of Gaur Eye Hospital, Nepal, using SERVQUAL model
Isara solutions, 2023
Background:-The level of patient satisfaction is an important concern for any healthcare provider. It serves as a tool for assessing both the performance of hospital management systems and the behavior of hospital employees as a whole. As a result of globalization of the market, there are numerous choices and opportunities for service users, and they have the option to prevail their service depending on the level of health care providers and their behavior. Objective: To know the level of patient satisfaction with the service provided by the Gaur Eye Hospital, Nepal using the SERVQUAL model of service quality. Method:-The research method used in this study is descriptive in nature, and both qualitative and quantitative methods were used to analyze the results. According to the SERVQUAL model of Parasuraman et al. (1998), five-point Likert scales are used to measure patient satisfaction. Result:-Among the 100 respondents, 48% were males and 52% were females, 92% were from rural areas, 4% from semi-rural areas, and 2% from urban areas. There were 46% of patients between the ages of 41 and 60, whereas there were 43% of patients over the age of 60. The majority of the patients were illiterate (83%) and their monthly income was below 15000.00. According to the study, 90% of patients were satisfied with the infrastructure (hospital building), transportation, facilities for drinking water and cleanliness. 97% were neutral about hospital security and safety management. In fact, 65% were dissatisfied with canteen facilities. Conclusion:-Overall, the hospital has provided satisfaction through its tangibility, reliability, assurance, empathy, responsiveness, timeliness, and equality of service. The hospital management should prioritize same-day operations, free treatment, and subsidy if the patient lacks funds for treatment. Management should address their concerns.
Objective: This study aimed to assess the patients' satisfaction with health services provided at Outpatients' ophthalmology clinic Department at Saint John Hospital. Methods: The design of this study is descriptive, analytical. 309 participants were recruited from the Outpatients' eye Department at Saint John Hospital. Results: Five dimensions of patients' satisfaction were considered in this study; namely, access to care, physical environment, patients' expectations, waiting time in addition to information and interaction. The overall patients' level of satisfaction was 63.9%. The patients' expectation dimension reported the highest level of satisfaction (68.1%), while, the waiting time dimension reported the lowest level of satisfaction (58.5%). The study illustrated important differences in satisfaction in relation to patients' socio-demographic characteristics, health status and organizational characteristics. Discussion: The study revealed that, there were statistically significant differences in the overall satisfaction with old patients, females, low educated, patients with low income and patients with chronic diseases are more satisfied than their counterparts. Conclusion: The study recommended that reducing the patients' time in the outpatient clinic, introducing improvement on existing physical environment of the department and improving the way of communication and interaction between health care providers and patients are important factors for improving the patients' level of satisfaction.
Public Health Research, 2020
This study seeks to assess patient and health provider factors influencing satisfaction with ophthalmic services at Sunyani Municipal Hospital, Brong Ahafo, Ghana. The participants in the study were patients with eye conditions who visited the eye clinic at the time of the research. A sample size of 318 was drawn and employed in the study through simple random sampling method and the Cochran formula allowing 5% error margin. A structured questionnaire was used for the data collection. Satisfaction level was determined by estimating patient satisfaction scores with PSQ-18 reporting means and standard deviation. To assess patient factors and health provider factors influencing satisfaction, a bivariate analysis was used to assess the effects of all the domains of satisfaction as well as the socio-demographic characteristics on overall satisfaction. Overall satisfaction was 57.31% with a mean score value of 2.900. Highest satisfaction score was associated financial status with mean score value of 3.066 (61.32%) and lowest was also associated with technical quality with mean score value of 2.760 (55.20%) compared to other domains. Among the patient factors; number of visits, type of visits and financial status of patients had significant influence on overall satisfaction. On the other hand all the health provider factors had significant effect on overall satisfaction. Among all the factors put together, waiting time and financial status has the strongest association with overall satisfaction with R-square values of 0.43(43%) and 0.42(42%). Though overall patient satisfaction score was quite good, it can still be inferred from the score that close to half of clients were dissatisfied with services rendered at the eye clinic.
Background: Satisfaction surveys are periodically necessary to evaluate services rendered to clients/patients as a means of quality assurance and service improvement. Aim: To determine satisfaction to services rendered to ophthalmic clinic. Material and methods: It was an observational study carried out with validated questionnaires complemented with a focused group discussion. Statistical Package for Social Sciences (version 15 was used for data analysis. Observation: A total of 251 questionnaires were analyzed comprising 139 males and 112 females (M: F= 1: 0 • 8). Age range and mean age were 17 satisfaction with quality of services was 80 were satisfied with cleanliness of nursing care; doctors' following respectively. However, only 37 • 8%, 38 • 6%, 39 • 8%, and 47 • 4% were satisfied with drug costs, cost of transportation to hospital, laboratory charges, and record keeping profile respectively. Conclusion: Costs of uptake of eye care services and record keeping profile were...