The patient satisfaction study in a multispecialty tertiary level hospital, PGIMER, Chandigarh, India

Abstract

PurposeAgainst a background of growing consumerism, satisfying patients has become a key task for all healthcare activities. Satisfaction in service provision is increasingly being used as a measure of health system performance. Satisfaction manifests itself in the distribution, access and utilization of health services. This paper aims to address these issues.Design/methodology/approachA cross sectional study was conducted to assess the patient satisfaction level visiting the hospital with the objectives to know the behavior and clinical care by the clinicians and para‐medical staff and in terms of amenities available. A pre‐designed and pre‐tested structured questionnaire was given to the respondents after the patients had undergone consultation with the doctor. A proportionate random sampling was done to select the subjects.FindingsIt was found that average time spent by respondents for registration was 33.20 minutes. The overall satisfaction regarding the doctor‐patient professional and behavioral communication was more than 80 per cent at almost all the levels of health care facilities. In total, 55 per cent of respondents opined that doctors have shown little interest to listen to their problem while 2/3 opined that doctors used medical and technical terms to explain their illness and its consequences. More than 70 per cent satisfaction level was observed with staff of laboratories and security personnel with their cooperation and sympathetic nature. More than 80.0 per cent were satisfied with basic amenities. Of these, 40.0 per cent were of the view that services were costlier than their affordability.Originality/valueThis is the first ever study conducted to assess the patient satisfaction level in a premier multi‐specialty hospital of North India.