AN ASSESSMENT OF PATIENT SATISFACTION IN OPD SETUPS OF KHYBER TEACHING HOSPITAL MTI PESHAWAR

Abstract

Objectives: To measure the frequency of satisfied patients in outpatient department of Khyber Teaching Hospital Peshawar and to assess the association of patients satisfaction by evaluating various factors affecting it. Materials and Methods: It was a cross-sectional analytical study, conducted in Khyber Teaching Hospital, Peshawar from February 2022 to August 2022. A sample of 323 patients was selected by using non-probability convenient sampling technique. A reliable and valid questionnaire was adopted as data collection tool. After acquiring their informed consent, face to face interview was maintained as data collection medium. For analysis of the data, statistical package for social sciences (SPSS) version 20 was used. Data was represented using figures and tables and described in frequencies and percentages. Chi square test was used for analysis and P value less than 0.05 was taken as significant. Results: The study included total 323 participants with mean age of 30 ±11.089 years. Our results revealed that regarding location of the healthcare facility, 95.4% patients were satisfied with location. 95.3% patients were of the view that there was adequate sitting space and seating in waiting area. 90% were satisfied with the time given to them by specialists, 92.5% were satisfied with the behavior of doctors, On evaluation of overall satisfaction, it was found that 86.69% patients were satisfied with the overall quality of healthcare they received and the Quality of care calculated was 84.06 which according to the set scale is “Best Quality of Health Care. The association of patient satisfaction level with different variables like age, gender, education level, marital status and area of living was analysed using Chi square test. None showed any significant association as P value less then 0.05 was taken as significant. Conclusion: The study highlighted a high level of satisfaction of patients with the services delivered at OPD section of Khyber Teaching Hospital, Peshawar. Altogether 86.69% of the participants were satisfied with the overall quality of received services like location of the facility, waiting area parameters, doctor-patient interaction and provision of basic facilities.No significant association of patient satisfaction level with different variables was found.