Measuring patient satisfaction: A case study to improve quality of care at public health facilities Correspondence Address (original) (raw)
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Measuring patient satisfaction: A case study to improve quality of care at public health facilities
Indian Journal of Community Medicine, 2010
The main objective of the study is to measure the satisfaction of OPD (Outpatient Department) patients in public health facilities of Madhya Pradesh in India. Materials and Methods: Data were collected from OPD patients through pre-structured questionnaires at public health facilities in the sampled eight districts of Madhya Pradesh. The data were analyzed using SPSS. Settings: Outpatient Departments of district hospital, civil hospital, community health centre, and primary health centre of the eight selected districts of Madhya Pradesh. Results: A total of 561 OPD patients were included in the study to know their perceptions towards the public health facilities, choosing health facility, registration process, basic amenities, perception towards doctors and other staff, perception towards pharmacy and dressing room services. It was found that most of the respondents were youth and having low level of education. The major reason of choosing the public health facility was inexpensiveness, infrastructure, and proximity of health facility. Measuring patient satisfaction were more satisfied with the basic amenities at higher health facilities compared to lower level facilities. It was also observed that the patients were more satisfied with the behavior of doctors and staff at lower health facilities compared to higher level facilities.
National Journal of Community Medicine, 2014
Background: Patient satisfaction is an important means of measuring the effectiveness of health care delivery and quality of medical care. It denotes the extent to which general health care needs of the patient are met to their requirements. The most important reason to conduct patient satisfaction surveys is that they provide the ability to identify and resolve potential problems before they become serious. This study was designed to assess the patient satisfaction regarding the services provided in out-patient department. Material and Methods: A cross-sectional study was carried out in 100 randomly selected patients. They were interviewed at the exit point of outpatient department during the period from 21/09/2013 to 25/09/13. The data were collected on predesigned and pretested questionnaire. Results: Most of the respondents were satisfied with availability of services, professional care, waiting time, behavior of consultant, nurses, paramedical staff and other staff. The overall satisfaction level was 73% excellent to good, 22% average and 94% respondents answered ‘yes’ to the question - ‘would you recommend this hospital to friends and family’. Out of total 68% respondents were unsatisfied with toilet facility and 56% were unsatisfied with drinking water facility. Conclusion: OPD services in a hospital need to be improved by developing patient feedback system.
National Journal of Community Medicine, 2017
Background: Patients satisfaction represents a key marker for the quality of health care delivery and this is internationally accepted factor needs to be studied repeatedly for smooth functioning of the health care systems. This study was therefore undertaken with the aim to find out outpatient satisfaction related to quality of care at public health facilities in Satara district. Objective: To assess the level of satisfaction of patients attending selected primary health centers. Methodology: The study was a cross-sectional facility- based. The sample comprised 120 patients selected by stratified and systematic sampling at the primary health centers. The patients were interviewed using structured pretested closed ended questionnaire and analyzed. Results: 39 (32.50%) patients from health centers were in age group of 61-75 yrs. 44 (36.67%) patients were educated up to primary level. 66 (55.00%) patients were farmers. There was direct association of funded and non-funded PHCs when waiting time and space, availability of clean drinking water, cleanliness of toilet, getting free treatment, and availability of almost all necessary investigations were taken into consideration. Conclusions: It can be concluded that availability of funds under Indian Public Health Standards (IPHS) has increased the quality of health care at the primary health centres and thus patients satisfaction.
Health Services Insights
Satisfaction with health care services is a desired outcome of health care delivery. Nonetheless, there is scant information on client satisfaction with services provided in public health facilities in India. A cross-sectional study of persons attending public health facilities in Punjab, North India, was carried out in 2016. All district hospitals, subdistrict hospitals, 2 community health centres (CHCs), and 6 primary health centres (PHCs) were randomly selected from each of the 22 districts. A 60-item pre-tested and validated questionnaire was used to collect data. Participants (3278 outpatient department [OPD] and 1614 inpatient department [IPD]) visiting health care facilities were interviewed. Majority of OPD participants were satisfied with registration process, care providers, and personal issues like safety and security at the health facilities. Major domains of dissatisfaction were long waiting time and concern shown for patients during lab tests and x-rays. Most IPD parti...
National Journal of Community Medicine, 2017
Introduction: Patient satisfaction is a key determinant of quality of care it is a multidimensional healthcare issue affected by many factors. Patient satisfaction and healthcare service quality can be increased by using a multi-disciplinary approach. Objectives: The study was done to find out satisfaction level of the patient; to study their bio-social characteristics; and to give recommendations regarding improvement in health center services. Methodology: Study was conducted in GMERS Medical College Dharpur, Patan. Sample size of 151 was calculated Results Results: A total of 151 patients visiting the OPD belonged to 7-75 age groups. Most of the patients (80%) felt that there was good cleanliness in waiting area. Only 50% patients knew about drinking facilities was present in OPD area. Regarding the Doctor-Patient Relationship 90%, patients felt that doctor was listening to them carefully and 79% felt that doctor gave them full information about their disease. Around 70% patients were fully satisfied by the treatment given by the doctor. More than 85% patients felt happy with the behavior of doctors and Nurses towards them. More than 80% patients want to come again. Conclusion: Overall the study showed a good level of satisfaction of patients with OPD services obtained from this tertiary care centre.
An Assessment of Patient Satisfaction at a Secondary Level of Health Care Facility in West Bengal
IOSR Journals , 2019
Introduction : The expectations and demands of the citizens during crises periods from the health system are increased. The need for quality not only in the medical-clinical work of oncology patients but all the departments providing administrative or financial services is high and there are many factors that affect patients’. One of the most modern ways of investigating the quality of health care is the measurement of the patients’ opinion as users of services. Objective : To assess the level of satisfaction among patients who have utilized the O.P.D. services provided in the Secondary care level health institution and to determine the relationship between some socio-demographic factors and the level of satisfaction. Methodology : A health centre based observational study, cross-sectional in design, was conducted during July 2018 - Oct 2018. A Secondary level health care facility at Dist. Paschim Midnapore West Bengal, India was chosen for the study after simple random sampling of all secondary level health facilities at Paschim Midnapore district. New adult patients (18 years and above) attending OPD constituted the study population. A predesigned and pre-tested interview schedule was used to record information. Results : Overall mean satisfaction score observed in the secondary level health care facility to be 3.38±0.33. Regarding the various sub-scales of satisfaction, the following mean scores were observed: General satisfaction: 3.21±0.55, Technical Quality: 3.66±0.30, Interpersonal manner: 3.70±0.60, Communication: 3.17±0.51, Financial aspects : 3.00±0.64, Time spent with doctor:3.56±0.70, Accessibility and Convenience : 3.40±0.62). In the present study, highest mean satisfaction score was observed regarding interpersonal manner, while least was found regarding financial aspect in the secondary level health care facility.
INTERNATIONAL JOURNAL OF INNOVATIVE RESEARCH IN TECHNOLOGY, 2022
This study aims to Overview of the patients' satisfaction for Health Care System, and It has been among the major shortfall in the effective deliver in the health care service in India is due to the concentration of hospitals in the cities and therefore, the public and private health care system remains very weak in rural areas. In this context, it is important to study the factors that are required to enhance and uplift the health care services on a par with the countries like the Netherlands, which holds the score of 96.1. The health care services are designed to perfection to reach the needy very effectively. Hence, an in-depth study would help bridge the gap between the availability and the requirements. The study intends to understand the health care services like, physical activity and nutrition, overweight and obesity, alcohol and tobacco, substance abuse, HIV/AIDS, Mental Health, Injury and Violence, Environmental Quality and other relevant issues and the problems in delivering effective remedy vis-à-vis the perception/satisfaction of the targeted population, particularly in the select hospitals in the rural/urban areas.
International Journal of Community Medicine and Public Health, 2018
Literature revealed an increased association between satisfaction levels, patient"s compliance and success of ABSTRACT Background: Feedback is an important and integral part of any system. Perception of the beneficiaries in any healthcare setup provides impact for refining the system. The assessment of the patients" satisfaction on different issues regarding healthcare services provides insight about the drawbacks of different healthcare systems. This could assist to upgrade the quality of services through different interventional measures. Present study evaluated the patient satisfaction in outpatient departments (OPD) of a tertiary care hospital, Kolkata, West Bengal. Methods: A total of 500 patients, attending different OPD in a tertiary care hospital were randomly selected for an observational, questionnaire based interview study, initiated in 2016. Some predictors for patients" satisfaction like "outpatient department services", "waiting time", "cleanliness", "privacy" and "any problem faced during health checkup", "overall satisfaction" were evaluated. Results: Present study showed 78% of the study population was satisfied with the service received and 81% opined that clean environment was effectively maintained in the hospital premises and different outpatient departments. 83%, 84% and 75% of the patients were satisfied regarding the registration process, services received from the doctors and pharmacy, respectively. However, waiting time was too long and privacy was not maintained properly. Conclusions: Present study regarding patients" satisfaction towards quality health care concluded that optimal care can be provided by combining both medical and social aspects, influencing the psychological factors of the patients. A separate system should be developed on assessment of "need of the patient" as well as guiding the patient for proper use of the health facilities.
Background: Patient satisfaction is one of the important goals of any health system, but it is difficult to measure the satisfaction and gauze responsiveness of health systems as not only the clinical but also the nonclinical outcomes of care do influence the customer satisfaction. The health sector in India is characterized by a public health sector and private sector. The major reason for choosing the public health services is its inexpensiveness, availability with close proximity. However, effectiveness of health system depends upon quality of services which is largely neglected. Patients are using public health services but majority are not satisfied.Patient's satisfaction depends on many factors such as quality of clinical services provided, availability of medicine, behavior of doctor and other health staff, cost of services, hospital infrastructure, physical comfort, emotional support and respect for patient preferences. Material and Methods: A cross-sectional study was carried out at DR.S.C.G.M.C. NANDED in 100 randomly selected patients. They were interviewed at the exit point of outpatient department during the period from 01/01/2017 to 31/12/17 after taking informed consent. The data were collected on predesigned and pretested questionnaire. Results: Most of the respondents were satisfied with availability of services , professional care, waiting time, behavior of consultant, nurses, paramedical staff and other staff. The overall satisfaction level was 73% excellent to good, 22% average and 94% respondents answered 'yes' to the question-'would you recommend this hospital to friends and fam-ily'. Out of total 68% respondents were unsatisfied with toilet facility and 56% were unsatisfied with drinking water facility. Conclusion: OPD services in a hospital need to be improved by developing patient feedback system.
Objectives: 1. To study the satisfaction levels of the patient in sample hospitals. 2. To suggest measures to strengthen the administrative practices that improves patient satisfaction in hospitals in India. Settings: Government General Hospital (GGH), St. Joseph General Hospital (SJGH) and NRI Hospital (NRI) in the state of Andhra Pradesh in South India. Results: 38 -Items scales having good reliability and validity was developed. Seven dimensions of perceived quality were identified-Admission Procedure, Physical Facilities, Diagnostic Services, Behaviour of the staff, Cleanliness, Dietary Services and Discharge procedure. The researcher observed that patient satisfaction is high in the case of SJGH and followed by NRI and GGH. Conclusion: The developed scale is used to measure perceived quality at a range of facility types for patients. Perceived quality at public facilities is only marginally favorable, leaving much scope for improvement. Better staff and physician relations, interpersonal skills, infrastructure, and availability of drugs have the largest effect in improving patient satisfaction. In this study patient refer to inpatient. systematic attention, offers the potential to make services more responsive to people's needs and expectations, important elements of making health systems more effective . The main beneficiary of a good health-care system is clearly the patient. As a customer of health care, the patient is the focus of the health care delivery system. Customers who are merely satisfied often do not come back and organisation operating under this discipline Int.