Promoting OPD Patient Satisfaction through Different Healthcare Determinants: A Study of Public Sector Hospitals (original) (raw)
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International Journal of Environmental Research and Public Health
The satisfaction of the patient is believed to be one of the preferred results of healthcare, and it is directly connected with the usage of health services. This study aimed to assess how doctor services, nurses’ services, and waiting time predict patient satisfaction (PS) with the service delivery of healthcare in Southern Punjab, Pakistan. The study used an exploratory research method, in which 1000 participants were selected, and used a random technique, in which 850 responses were received. Multiple regression analysis and a confirmatory factor were employed to analyze the collected data. The findings showed that doctor services (β = 0.232; p = 0.01), nurses services (β = 0.256; p = 0.01), and waiting time (β = 0.091; p = 0.03) had positive significant impacts on PS, while registration services (β = 0.028; p = 0.390) had an insignificant association with PS. Hence, a significant gap existed in the registration services that were totally ignored in hospitals of Pakistan which ne...
Patient satisfaction is one of the paramount intents 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. This study is attempted to appraise the level of patient satisfaction in private and public sector hospitals. It is a descriptive cross-sectional study conducted in out-patient department of Allied and Aziz Fatima Memorial Hospital from May to August using convenient sampling and closed ended structured questionnaire to collect the quantitative data. The study was conducted on 100 patients in limited time and resources. Overall satisfaction level of patients with OPD services of public sector was 71% and with private sector hospital was 83%. The satisfaction level was higher among the people with income less than 30,000. The patients were satisfied with the behavior of doctors and paramedical staff in both sectors. They were dissatisfied with the high prices for available facilities in private sector hospital and delayed availability with excessive waiting time in public sector hospital. Management of hospitals should take initiatives to improve the overall service quality of patient care. Regular feedback from patients should be taken and rules should be made considering the expectations and requirements of patients.
International Journal of Environmental Research and Public Health, 2019
Patient satisfaction can identify specific areas of improvement in public sector hospitals. However, the Pakistani healthcare system, and quality of service delivery is rarely assessed through the perspective of patient satisfaction. Our study demonstrated the performance of public healthcare systems in Pakistan by interacting with physical services (tangible and environmental), doctor–patient communication, and pharmacy and laboratory services based on patient satisfaction. Primary data were collected from the patients by using a random sampling method. Patients who participated in the study were visitors of public hospitals’ outpatient departments. A total of 554 questionnaires were circulated, and 445 were received. The confirmatory factor and multiple regression analyses were employed to analyze the collected data. The results revealed that laboratory, as well pharmacy services, had positive significant effects (p = 0.000) on patient satisfaction, while doctor–patient communicat...
DETERMINANTS OF PATIENT SATISFACTION AT PUBLIC SECTOR HOSPITALS OF KARACHI
Global Scientific Journals, 2019
This research article was aimed at finding out influence of various factors including physician and paramedic interaction, waiting time, diagnostic processes and hygienic conditions on patient satisfaction. Results: Results have revealed that out of the five independent variables, two (Paramedics Interactions and Hygienic Conditions) have significant impact on patient satisfaction since p value is less than .05 whereas remaining three (Physician Interaction, Waiting Time and Diagnostic Processes) do not have significant impact of patient satisfaction as p value is greater than .05 (Table-8). Besides, Correlation analysis indicates that all variables have varying degree of positive relationship with patient satisfaction.
Hospital Characteristics and the Patient Satisfaction in Lahore, Pakistan
Journal of Pharmaceutical Research, 2021
Objective: Organizational set up of a hospital is broadly responsible to the transfer of services, their usefulness, and structural performance in patient outcomes. In current research, we study the relationship between hospital characteristics and several dimensions of patient satisfaction. Methods: Cross sectional data of 1680 patients admitted in 14 public and private hospitals located in Lahore, Pakistan was collected through a self-administered questionnaire during March, 2015 to August, 2015. Pearson and Spearman correlation techniques were used in SPSS 21 to find the desired relationships. Results: Patients were significantly (p<0.05) less satisfied in old aged hospitals as compared to the hospitals recently start operating. High income patients were less satisfied with the hospital than the low income patients. In addition, patients with long duration of stay at hospital were more satisfied than the short stay. Conclusion: Patient satisfaction is a key component in choosi...
Patient satisfaction is the critical issue for healthcare providers. Health care organizations are working in a competitive environment. In these days hospital needs to enhance the level of satisfaction if they want to remain in the competition with other hospitals. Patient satisfaction is basically satisfying patients' expectations and understanding their needs. Patients' feedback can affect the overall quality, to improve organizational learning and development agenda and provide an opportunity. The aim of this study was to determine the patient satisfaction at Private hospital of Karachi for the in-patient departments. This study concludes that the majority of the patients are satisfied with the services provided by the in-patient departments of selected Private hospitals of Karachi. Specially, the patients and their attendants' are very much satisfied from Patient ward services, Laboratories services, food services, reception staff services, welfare services & healthcare services provided by the hospitals to the in-patient departments, therefore, this shows significant impact on overall patients' satisfaction. The strengths of the healthcare organizations as highlighted by patients must be continuing. However, some services need more care and focus when overall planning & strategies' will be made for planning & managing the health care system.
Patient Satisfaction – A Comparison between Public & Private Hospitals of Peshawar
Introduction: The concept of patient satisfaction is not new. Patients are one of the main stake holders among the ever expansive modern world of medicine. A wealth of medical literature supports the notion that there have been unprecedented shifts in the traditional "Doctor-Patient" relationship. Patient satisfaction forms an essential component of many policy level decisions. Changes in patient care trends have been seen in developing countries recently. Patient satisfaction is a complex, multidirectional issue that needs to be approached from several different angles. Objective: 1. To adapt, modify and apply a PSQ for Pakistani patient population based on similar data from Pakistan and other SAARC countries. 2. To measure patient satisfaction in two private and three public sector hospitals of Peshawar using a modified "Patient Satisfaction Questionnaire". 3. To compare composite scores in seven different categories of Patient Satisfaction between private and public sector hospitals of Peshawar. Method: A cross-sectional comparative study in three private and two public sector hospitals of Peshawar Pakistan was carried out from May'2010-January'2011. 200 patients were enrolled through convenience sampling. Patients' informed consent was taken for disclosure of personal information. Data was entered in Microsoft Excel 2007 and SPSS V 17 and further analyzed for satisfaction levels and comparison between the two healthcare systems studied. Independent sample T-test was employed for comparison of means. Result: Total 200 patients (100 each from public and private sector hospitals) were interviewed after taking verbal consent. Mean patient satisfaction score in private sector hospitals was 121.94 ± 20.84 which was significantly higher than that of public sector hospitals, which was 104.97 ± 18.51 (p < 0.001). The scores for patient satisfaction in private sectors hospitals are significantly more in comparison with public sector hospitals in all aspects (p < 0.01) except "time spent with doctors" (p = 0.954).
Patient Satisfaction With the Quality of Health Services Provided by Public Hospitals in Rasht, Iran
Journal of Holistic Nursing and Midwifery, 2021
Service quality is a distinguishing and most powerful competitive factor. By improving the quality of service delivery, it is possible to increase productivity, reduce costs, and, as a result, increase patient satisfaction. Objective: The present study aims to determine the level of patient satisfaction with the quality of health services provided by public hospitals based on the SERQUAL-KANO model. Materials and Methods: This is an analytical study with cross-sectional design. The study population consists of all patients admitted to the emergency department, and male & female medical wards of public hospitals in Rasht, Iran. This, 250 patients were selected by a two-stage stratified sampling method. Data collection tools were two questionnaires of SERVQUAL and Kano with acceptable reliability (α=0.77 and 0.72). Kolmogorov-Smirnov and Wilcoxon tests were used to analyze data. Results: The majority of patients were male (53%) with a bachelor's degree (32%) aged 40-59 years (38%). In all hospitals, according to the Wilcoxon test results, the highest and lowest mean quality scores were related to assurance and tangibility dimensions (P<0.05). The highest level of patient satisfaction was reported in Hospital no. 2 with a quality gap of +0.41, while the lowest level was related to Hospital no. 5 with a gap of-0.23. According to Importance-Performance Analysis matrix, tangibility was in the "Concentrate Here" quadrant; the dimensions of reliability and responsiveness were in the "Low Priority" quadrant; the dimension of assurance was in the "Possible Overkill" quadrant; and the dimension of empathy was in the "Keep Up the Good Work" quadrant. According to the Kano model, 13 attributes were classified as "Attractive", 11 as "One-dimensional", and only 1 property as "Reverse"; no attribute was classified as "Indifferent". Conclusion: It seems necessary to make more improvements in facilities and equipment, appearance of staff, communication tools, and cleanness of hospital environment to increase patient satisfaction in public hospitals.
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.
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.