Patient Satisfaction Regarding Quality of Health Care Services in Medical Outpatient Department at Secondary Care Hospital in District Jamshoro
Abstract
Objective: To determine patient satisfaction level and factors related to patient satisfaction and dissatisfaction, at Secondary Care Hospital of District Jamshoro.
Study Design: A Mix Method Study
Place and Duration of Study: This study was conducted at the Outpatient department (OPD) of Civil Hospital – District Headquarter Hospital (DHQ) Kotri, District Jamshoro from July to September 2017.
Materials and Methods: A sample of 110 patients was selected according to inclusion criteria. Sampling interval was every 10th patients coming out of medical OPD. Data was analyzed on SPSS 19.0. Quantitative data was analyzed as frequencies, and %, while variables as mean ± SD analyzed at 95% CI (P≤0.05). The health care providers & health managers were interviewed through key informant interviews. The qualitative analysis was done through manual transcription and content analysis. The triangulation of results was carried out in order to get the final results.
Results: Of 110 participants; 59 (54%) were female and 51 (46%) were male. 91% of participants mentioned the location of OPD was easy. 90%, 89% and 87% were satisfied with physical examination, doctor`s attitude and time given to patients. 71% participants agreed of getting medicine from hospital pharmacy and 65% agreed of patient examination with done with equipment.97% responded wash rooms were dirty enough.
Conclusion: Overall a good level of patient satisfaction was recorded from this study with major contribution of interaction with physician services and least by the overall physical environment. Furthermore, appropriate and timely patient satisfaction surveys help in optimizing the performance of outpatient department to achieve better health outcomes. Initiating a quality improvement process in resource limited setting is in itself a huge task, taking into consideration the number of challenges these facilities face.
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