Patient’s Satisfaction and Out of The Pocket Expenditure for an Outpatient Department Visit in a Government Tertiary Health Centre in Hyderabad

Abstract

Background: Satisfaction is an important element in the evaluation of services rendered by a hospital. The out-patient department of a hospital is for patients who do not require hospitalization but have come for their health needs, either for treatment or for diagnosis. Aim and Objectives: To know out of the pocket expenditure, amount of time taken and difficulties faced for an Out Patient Department consultation of patients in a government Tertiary Health Care Centre. It also aimed to assess the satisfaction levels of patients with the services available in a government Tertiary Health Care Centre. Methods: A Single stage, cross sectional epidemiological exit survey was conducted in June 2018 from OPD patients of Gandhi Medical College and Hospital, Hyderabad, Telangana, India. Through pre-structured. 740 patients were enrolled using random sampling from 1480 patients visiting major OPDs. From each of the departments, a single random of the 5% of the per day visit was selected per each day, amounting up to a total of 50% of the per day major OPD patient visits. The data obtained were analysed using SPSS version 20.0. Results: Females comprise about 34 percent whereas males comprise of 66 percent of the total subjects visiting the tertiary health care centre for an OPD visit. Twenty three percent patients completed their OPD visit within 1 hour and 44 percent within 2 hours, 25 percent patients within 3 hours and 8 percent patients completed their OPD visit within 4 hours. 159 people travel a distance 0-5 Kms, 234 people travel a distance of 6-10Kms, 213 people travel a distance of 11-15 Kms and 134 people travel more than 16Kms an OPD visit in a tertiary health care center. 67 percent of the patients visiting the hospital for an OPD visit, investigations were available and 33 percent of the patients visiting the hospital for an OPD visit, investigations were not available. 49% people got prescribed drugs from hospital pharmacy, 51% people did not get the prescribed drugs from hospital pharmacy. 81.6% of the people coming for OPD visits are white ration card holders and 18.4%(128) are pink ration card holders. Out of 740 people coming for OPD visits 41%(305) are very satisfied,47%(350) are satisfied,8%(57) are adequately satisfied,3%(23) are unsatisfied and 1%(7) are very unsatisfied with doctors. The average money spent on travel for an OPD visit in a tertiary health care centre is Rs. 147.84/-. The average money spent on investigations not available in the tertiary health care centre is Rs. 698.88/-. The average money spent on drugs not available in the pharmacy of tertiary health care centre is Rs. 339.09/-. Conclusion: Patient satisfaction was significantly associated with socio-economic status, repeat visits, and waiting time between arrival and consultation. Measures to reduce out of pocket expenditure and waiting time may increase satisfaction levels in patients.