International Journal of Research Foundation of Hospital and Healthcare Administration

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VOLUME 7 , ISSUE 2 ( July-December, 2019 ) > List of Articles


Assessment of Satisfaction Levels of the Outpatients Attending Outpatient Departments in a Quaternary Care Hospital

Satish Kumar Saginela, Arun Kanth Madri, Rama Mohan Desu, Venkata Ramya Bola

Keywords : Consultation time, Patient satisfaction, PSQ-18, Quaternary care hospital

Citation Information : Saginela SK, Madri AK, Desu RM, Bola VR. Assessment of Satisfaction Levels of the Outpatients Attending Outpatient Departments in a Quaternary Care Hospital. Int J Res Foundation Hosp Healthc Adm 2019; 7 (2):91-98.

DOI: 10.5005/jp-journals-10035-1114

License: CC BY-NC 4.0

Published Online: 01-04-2019

Copyright Statement:  Copyright © 2019; The Author(s).


Background: The quality of service (QOS) needs to be assessed at regular intervals by hospitals in the form of patient satisfaction. The outpatient department (OPD) is a “shop window” of a hospital and measurement in this area is a key determinant of health care. This study aims to assess the level of satisfaction among outpatients attending the superspecialty departments of a quaternary care teaching hospital. Materials and methods: Our study was conducted in the OPDs of Narayana Medical College Hospital, Nellore, India, from July 2017 to August 2017. The consent was obtained from 205 patients and were enrolled randomly. The short-form patient satisfaction questionnaire (PSQ-18) was used to collect the data and analyzed using the SPSS (19) statistical software. Results: Out of 205, 146 (71%) were males, 59 (29%) females. The mean scores for subscales, general satisfaction, communication, interpersonal manner, technical quality, financial aspects, and consultation time spent during the visit, accessibility, and convenience, were 4.03 ± 0.79, 4.39 ± 0.66, 4.60 ± 0.55, 3.86 ± 0.67, 3.37 ± 0.83, 3.77 ± 0.89, and 3.77 ± 0.67, respectively. Subscale scores for interpersonal relation and communication are high for the patients. The scores for interpersonal relation and financial aspects were statistically significant. Conclusion: The subscales general satisfaction, communication, interpersonal relation, technical quality were rated better to good with mean ± SD as 4.13 ± 0.66 and consultation time and finance aspects were rated good with mean ± SD as 3.57 ± 0.86. The variables affecting are age, socioeconomic status, expectations and clinical quality of doctor. Feedback surveys and training of staff are recommended.

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