Patient Satisfaction measurement with Quality of Service in a Public Hospital from Rural West Bengal

Abstract

For measuring healthcare performance, an imperative indicator is patient satisfaction with quality of service. Perception of poor quality by clients leads to some patients altogether bypassing the public hospitals for an alternative provider services. The main objective of this study is to investigate patient satisfaction with quality of services in a public hospital from rural West Bengal. The study is a cross-sectional descriptive design employing quantitative primary data collection methods. Data are collected from 150 inpatients by simple random sampling technique using validated questionnaire of National Quality Assurance Standards operational guidelines for quality assurance of public health facilities. Quantitative data were analyzed using IBM SPSS software Version 28. The results indicated patient satisfaction at 42 % for “good” quality of services. Facility was short to meet patients’ expectation for overall cleanliness. Quality of the service needs to be improved in the admission counter, provision of prescribed drugs and diagnostic tests. Quality of service was also significantly affected by the quality and timeliness of supply of food. In conclusion, patient satisfaction needs to be improved at the facility level in delivering quality of care by improving responsiveness, technical assistance and training along with investment for up gradation of the facility.