WORLD JOURNAL OF ADVANCE
HEALTHCARE RESEARCH

Abhilasha Raj, Parul R. Agrawal* and Deepak Nainwal

ABSTRACT

Background: Consumer satisfaction regarding medical care organization like tertiary care hospital is important in the provision of services to patients. Although there is a wide variation in efforts to provide quality care, the aim of all healthcare institutions including private hospitals, public hospitals and University based hospitals in worldwide is to achieve the highest possible quality of care. Aims This study aimed to find out the level of patient satisfaction related to different parameters of quality of health care among the outpatient departments. Methodology: It was a hospital based cross-sectional survey which was done on seventy patients/caregivers availing OPD services in 14 clinical department at a tertiary hospital. Participants were interviewed using a structured validated questionnaire. Descriptive statistics was used to summarize the data. Frequency analysis was done to check the level of patient satisfaction. Result: The overall satisfaction was rated as average to good by 40% of the participants. Patient feedback regarding doctors service was rated as average. Regarding the quality of services provided by the nurses and ward boys, 50% of the participant rated it as average. 50% of the participants gave average score to coordination among healthcare team towards smooth management of the patient. Behavior of the of the reception staff was rated good by only 38% of the participants. Regarding general services and facilities in the hospital like ease to find the hospital and parking was reported satisfactory by 55.7% of the participants. Conclusion: There were several factors contributing towards below average scoring in hospital services. Although the perception and judgement of quality are highly individualistic and dynamic, this percentage scores can be used as a feedback of the quality services which can be considered as parameter to improvise the service of any tertiary care hospital.