EVALUATION OF PATIENT SATISFACTION LEVEL WITH DIFFERENT OUTPATIENT DEPARTMENT SERVICES: A SITUATIONAL ANALYSIS IN A TERTIARY CARE HOSPITAL

Article Information

Title: EVALUATION OF PATIENT SATISFACTION LEVEL WITH DIFFERENT OUTPATIENT DEPARTMENT SERVICES: A SITUATIONAL ANALYSIS IN A TERTIARY CARE HOSPITAL

Authors: Farhan Muhammad Qureshi, Samira Faiz Bari, Hamid Jamal Siddiqui, Muhammad Tahir, Kanwal Khalid, Saba Rizwan

Journal: Pakistan Armed Forces Medical Journal (PAFMJ)

HEC Recognition History

Category	From	To
Y	2024-10-01	2025-12-31
Y	2023-07-01	2024-09-30
Y	2021-07-01	2022-06-30
Y	2020-07-01	2021-06-30
Y	1900-01-01	2005-06-30

Publisher: Army Medical College, Rawalpindi.

Country: Pakistan

Year: 2022

Volume: 72

Issue: 2

Language: English

DOI: 10.51253/pafmj.v72i2.5774

Keywords: level of satisfactionPatient’s satisfactionOutdoor patientsOutpatient departmentOutpatient services

Abstract

Objective: To evaluate satisfaction of outpatients with respect to administrative services and the level of satisfaction towards the various facilities available in an outpatient department of a tertiary care hospital.
Study Design: Hospital based transverse situational analysis.
Place and Duration of Study: Combined Military Hospital, Malir Cantt, from Nov 2018 to Dec 2019.
Methodology: Data was collected from 756 participants, using an “Outpatient Feedback Form” to evaluate the satisfaction level of patients. Nonprobability, convenient sampling technique was used to select study participants. Data was analyzed in Statistical Package of Social Sciences, version 22.
Result: The patient satisfaction was present in 388 (51%) followed by 235 (31%) participants graded the Outpatient department facilities (OPD) as excellent and good respectively. However, only 16 (3%) were disgruntled with the present OPD administrative and medical service of the hospital.
Conclusion: Overall the study showed a good satisfaction level of patients with OPD services received from the hospital. Hospital administration has managed to deliver excellent quality services towards betterment in every discipline and created an example for other hospitals to become an effective part of the healthcare delivery system.

Disclaimer: The following sections are produced through an intensive multi-stage analytical pipeline developed by DefinePK, utilizing advanced natural-language processing, domain-specific knowledge models, and automated cross-referencing systems. Despite the rigor and computational effort involved, the generated summary may still contain inaccuracies or incomplete interpretations. Users are strongly advised to verify all critical information against the original paper and its authoritative sources.

Research Objective

To evaluate outpatient satisfaction with administrative services and the level of satisfaction towards various facilities in the outpatient department of a tertiary care hospital.

Methodology

Cross-sectional survey conducted at Combined Military Hospital, Malir Cantt, from November 2018 to December 2019. Data was collected from 756 participants using a self-constructed "Outpatient Feedback Form" with a 4-point Likert scale. Non-probability, convenient sampling was used. Data was analyzed using Microsoft Excel and SPSS version 22.

Methodology Flowchart

                        graph TD;
    A["Study Design: Cross-sectional survey"] --> B["Data Collection: Outpatient Feedback Form from 756 participants"];
    B --> C["Sampling Technique: Non-probability, convenient"];
    C --> D["Data Analysis: MS Excel & SPSS"];
    D --> E["Results & Conclusion"];

Discussion

The study found a positive association between healthcare services and patient satisfaction. While overall satisfaction was good, some studies reported higher satisfaction levels. Doctor-patient interaction, including consultation time and process, significantly influenced satisfaction. Administrative services like cleanliness and waiting times are also crucial. The study highlights the need for continuous improvement in healthcare delivery to enhance patient satisfaction.

Key Findings

51% of participants reported satisfaction with outpatient department (OPD) services, with 31% grading the facilities as excellent and good. Only 3% were disgruntled with the administrative and medical services. The behavior of hospital staff and cleanliness of the hospital led to a comfortable internal environment. Registration time was the topmost rated domain for satisfaction. Doctors' consultation time and competence were also highly rated.

Conclusion

The study indicates a good overall patient satisfaction level with OPD services at the tertiary care hospital. Hospital administration has effectively delivered quality services, serving as an example for other healthcare institutions.

Fact Check

* The study collected data from 756 participants.
* The data collection period was from November 2018 to December 2019.
* 51% of participants reported satisfaction with OPD services.

Mind Map

Loading PDF...

Loading Statistics...

DefinePK

Select Collection