A STUDY ON PATIENT SATISFACTION WITH SERVICES IN OUT-PATIENT DEPARTMENT AT A GOVERNMENT TEACHING HOSPITAL, NEW DELHI, INDIA

Abstract

Introduction: Patient satisfaction is one of the meaningful indicators of patient experience of health care services. It is an important step towards improving the quality of health care and ensuring that local health services are meeting patient’s needs. Patient satisfaction is deemed to be one of the important factors which determine the success of the health care facility. Satisfied patients are more likely to utilize health services and comply with medical treatment but it is difficult to measure the satisfaction. Thus, there is a need to assess the health care systems regarding patient satisfaction as often as possible. Aims & Objectives: To evaluate the level of patient satisfaction with outpatient department (OPD)services and the factors associated with patient satisfaction. Materials & Methods: A cross-sectional study was conducted at the outpatient departments of a government hospital over a period of 2 months. An anonymous, pre-designed, tested, semi structured questionnaire was administered after taking consent for assessing patient satisfaction as often as possible. Results: Overall level of satisfaction of patients with OPD services was 86.3%.93.2% patients were satisfied with the examination and 90.1% satisfied with the communication by the doctor.73.3% of patients were unsatisfied with the toilet facility and 73.3% of patients were unsatisfied with availability with the toilet facility and 65.5% of patients were unsatisfied with availability of drugs. 89.2% of patients said they would recommend the hospital to others.