Abstract
Background & Objectives: Patient satisfaction is a multidimensional concept that consists of client's perceived needs, their expectations and experience of a health care system. There is no data available on patient satisfaction with outdoor (OPD) medical and surgical health care services in public sector tertiary care hospital of an industrial city of Punjab, Pakistan. This study aimed at measuring patients' satisfaction towards health care facilities provided in OPD of a public sector tertiary care level hospital of Sialkot, Pakistan Methods: This descriptive, cross-sectional study was undertaken during the month of April-June, 2020 in the medical and surgical OPDs of Allama Iqbal Memorial teaching hospital, Sialkot. Overall, 180 adult patients visiting OPD were randomly selected and interviewed in-person in OPD settings using modified O-PAHC questionnaire. Analysis was based on descriptive characterization of participants, estimating patient's satisfaction score and assessing relationship of socio-demographic factors in relation to summary satisfaction score using multiple linear regression technique. Results: Of 180 participants, 93 clients were from medical and 87 were from surgical OPD. Most clients were aged 40 years or above, with females constituted 60% of sample. Two-third participants had no formal education. More than fifty percent clients were not satisfied with OPD timings, waiting time for examination, cleanliness in toilets, and surgeons not listening their health issues attentively. Mean satisfaction score was 59% ± 6 (range: 41% -70%). No statistically significant difference was found for mean satisfaction score as regards to age, sex, education status, and frequency of visit. Conclusion: On average, 59% of the OPD Clients attending medical and surgical departments of this teaching hospital were satisfied from its working. Hospital administration needs to devise strategy to reduce waiting time for consultation, extend OPD timings, with more efforts required to improve physical ambience.
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