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Indian J Med Sci. 2011 Aug;65(8):321-30. doi: 10.4103/0019-5359.107768.

An experience of health services provided by a peripheral government teaching hospital in India: patients' perspective.

Author information

1
Department of Community Medicine, Medical College, Kolkata, India. dr.jhumasarkar@yahoo.in

Abstract

BACKGROUND:

Patients' satisfaction has now become the most important and measurable aspect for assessing the quality of patient care services. For improvement of performance of any health system there is a need to assess patients' satisfaction as often as possible.

OBJECTIVES:

1) To assess the level of patients' satisfaction as well as dissatisfaction regarding the services provided in the outdoor and indoor of different departments of a tertiary care hospital. 2) To find out the relation of some socio-demographic variables and different departments with the level of satisfaction if any.

MATERIALS AND METHODS:

Two predesigned pretested interview schedule (separate for outdoor and indoor) was developed covering certain domains of patients care. Overall satisfaction level was determined by using summated Likert's score.

RESULTS:

For outdoor, a little excess of half of the patients were satisfied in doctor-patient communication (51.0%), consultation room (53.5%), and overall (59.9%). The unsatisfied area was waiting place and time (38.6%). In the Indoor, 58.6% patients were satisfied with admission procedure, 53.2% for clinical care, 57.1% for nursing care and 45.3% with food services and the areas where more patients were not satisfied were cleanliness (40.4%), comfort (20.2%) and food services. G&O patients were less satisfied both in indoor and outdoor. Satisfaction level significantly increased with increase in age (P < 0.01),male patients (P < 0.01), lower education (P < .05) and surgical patients (P < 0.01).

CONCLUSION:

The level of patients' satisfaction showed deficiencies in different issues of hospital services, which should be given utmost importance by the hospital management authority for betterment.

PMID:
23442528
DOI:
10.4103/0019-5359.107768
[Indexed for MEDLINE]

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