study of patients of outdoor department regarding their satisfaction for health care services at...

International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),

Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME

61

STUDY OF PATIENTS OF OUTDOOR DEPARTMENT

REGARDING THEIR SATISFACTION FOR HEALTH

CARE SERVICES AT GENERAL HOSPITAL JHAJJAR

Dr. Satpal Singh1 Dr. Man mohan

2

1Assistant Professor, Department of Management Studies

D.C.R.U.S.T. Murthal, Sonepat, Haryana

2Medical Officer, Masters of Hospital Administration,

D.C.R.U.S.T. Murthal, Sonepat, Haryana

ABSTRACT

Background: Patient satisfaction is deemed to be one of the important factors for assessing the quality

of patient care services. there is need to assess the health care system as it determines the success of

health care facility. assess the patient’s satisfaction towards the health care services. Material and

methods: A randomly selection of 150 patients was done and a 28 item pretested and pre structured

questionnaire was given to these patients or there attendants at the end of their OPD visit from 3 to

4p.m. for 5 days. While analysing they were grouped into categories like availability of services,

clinical care, waiting time and cost etc.

Result: The availability of services and clinical care was found to be satisfactory in 93% patients. 83%

patients were satisfied about the explanation of the disease by the doctor. 60% respondents said that

the time of coming to hospital and consulted by doctor was too long. 79% patients time devoted by

doctor was only 0-5 minutes. The need of investigation was necessary as per 95% of patients. The time

required to locate the pharmacy and get medicines from there was satisfactory in almost all patients.

Conclusion: According to patient’s opinion, the study revealed that the degree of satisfaction was

mild to moderate with respect to waiting time and availability of specialist in the hospital.

Key-Words: Clinical care, Health Care Services, Outdoor Department, Patients Satisfaction.

INTRODUCTION

Patient satisfaction is an important parameter for assessing the quality of the patient care

services .The scope of health services varies widely from country to country and is influenced by

disease prevalent in that country . The health care system depends on availability, affordability,

efficiency, feasibility and other factors.[1]

INTERNATIONAL JOURNAL OF MANAGEMENT (IJM)

ISSN 0976-6502 (Print)

ISSN 0976-6510 (Online)

Volume 6, Issue 2, February (2015), pp. 61-73

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62

Patients satisfaction is a combination of psychological ,physiological and other health care

related factor that make a patient to feel happy .It involves likes and dislikes which are internal and

external to the patient. In recent years, quality assurance has emerged as an internationally important

aspect in the provision of health care services. [2]

RESEARCH METHODOLOGY

Aims and Objective

Aim of our study is to analyse the factors which influence patient satisfaction in outdoor patient

that include approach to the hospital ,doctor's interaction with the patient ,information about disease

and medicine waiting time and cost of services provided, availability of services, demography

characteristics of the respondents.

MATERIALS AND METHODS

Sample Design

The study was carried out in 150 patients attending the outdoor department of civil hospital

Jhajjar, Haryana. The patients were selected randomly from different speciality department

irrespective of their age, gender, education and occupation. The study was done for 5 days. A 28 item

pretested and prestructured questionnaire was given to the patients or there attendants at the end of

their patient visit.

Patient Selection Criter

The OPD patients of general hospital jhajjar who were willing to provide answers to study

interviewers.

The patients who were not able to listen or speak or had any mental disorder were excluded

from the study

Sampling Tools

Structured questionnaire used to gather information on socio-demographic characteristics,

respondent’s satisfaction about health care services and service gap of patient’s suggestions.

Data Collection Method

Primary data collected by personal interview in form of questionnaires which is to be filled by

the patients coming to OPD of general hospital jhajjar.

Secondary data is collected from internet, journals and books.

THE QUESTIONNAIRES INCLUDED

Age ,sex ,occupation of the patient ,approach to the hospital ,OPD timing ,registration process

,waiting time ,seating arrangement and cleanliness in OPD ,approach to the hospital and doctor and

other paramedical staff and their behaviour with patient ,clinical care ,time required for finding the

department ,registration process , consultation by the doctor , Investigation and taking medicines

from pharmacy or medical stores ,cost of the registration ,medical services and medications.

The questionnaires included in this study can be replied in choices like satisfactory/

unsatisfactory,adequate/inadequate,yes/no,good/moderate/poor,necessary/unnecessary,convenient/in

convenient,easy/difficult.in case of paediatric patients (below 14 years), the opinion of caretaker or

parents were taken for the satisfaction .Consent of each patient was taken orally.



63

Area of Study

The research carried out in OPD’s, reception area, pharmacy and different areas of the

outpatient department.

Tools of Study

Data of study analysed by different statistical methods like mean, standard deviation and

standard error and t test. For this analysis SPSS and MS EXCEL is used.

Study Period

This study is undertaken during the 6th

semester of M.H.A.

Unit under Study

The present study is based on the patients response regarding health care services provided by

the general hospital jhajjar.

Study Type

Descriptive study

Results

Our study consists of total 150 patients who came to civil hospital Jhajjar , Haryana. Out of

these 150 patients, the male-female ratio was 50.7: 49.3.

DATA ANALYSIS AND INTERPRETATION

This study was conducted to determine the patient satisfaction for health care services at

outpatient department of civil hospital jhajjar. The results of the study are presented in the form of

tables and in descriptive form.

Table no -1: Distribution of Respondents Regarding their Socio- Demographic Characteristics

(n=150)

Characteristics No. Of patients

Age

0-15 yrs 21

15-30 yrs 30

30-45 yrs 59

45 and above 40

Literacy Rate

Illiterate 35

Primary 43

Secondary 32

Higher Secondary 27

Graduate and above 13

Occupation

Student 24

Housewife 47

Labour 23

Farmer 24

Service 7

Business 14

Unemployed 11



64

Table no 1. analyses that out of the total 150 patient interviewed majority were adults i.e above

20 year of age .While only 1/4TH

of the patients were either children or adolescents .In our study 0-15

yrs patient were 14%; 15yrs-30yrs was 20% and 30yrs-45yrs was 39.33% and 45yrs above patients

were 26.66%. Literacy status of the patients was that 23.33% patients were illiterate ; 28.66% were of

primary education status; 21.33% patients of secondary education ; 18% patients of Higher secondary

education &8.66% patient were graduate & above .

On categorizing the patients by their occupation, the study reveals that 31.33% patients were

housewives (out of 74 female patients); 16% patients were students; 15.335% patients were labourer,

16% patients were farmers, 4.66% patients of service group; 9.33% patients from business sectors and

7.33% patients were unemployed.

Table no 2. analyses regarding the distribution of visiting departments; it is observed that 16%

patients were consulted by gynaecology department ;followed by surgery department 14% patients,

13.3% in eye department, 13.3% in medicine department, 12.7% patients in ortho. department, 11.3%

in paediatric department; 10.7% in ENT department, 8.7% in skin department.

Table no. 2 According to Department

Name Of Department Frequency Percent Valid Percent Cumulative

Percent

Valid

Surgery 21 14.0 14.0 14.0

Orthopaedics 19 12.7 12.7 26.7

Gynaecology 24 16.0 16.0 42.7

Medicine 20 13.3 13.3 56.0

Eye 20 13.3 13.3 69.3

ENT 16 10.7 10.7 80.0

Skin 13 8.7 8.7 88.7

Paediatrics 17 11.3 11.3 100.0

Total 150 100.0 100.0

International Journal of Management (IJM), ISSN 0976

Volume 6, Issue 2, February (2015), pp.

Distribution of Responses from the Respondents according to availability of services based Upon

Male

Sr No Variable Mean Std.

Deviation Error

Mean

1

Seating

Arrangement

in 0PD

1.07 .250

2

Cleanliness

in OPD

1.03 .161

3

Whether

Satisfied

with Timing

of OPD

1.00 .000b 0.000

4

Services by

the

Paramedical

Staff

1.01 .115

5

Finding the

Specialist in

the

Department

in OPD

1.05 .225

6

Availability

of Doctor in

Hospital

1.03 .161

7 Finding the

Pharmacy 1.67 .473

Overall 1.12 .231

Male= 76 Female = 74 Total Sample size 150

Table no 3. analyses the mean for seating arrangement in OPD for males is 1.07 and t value is

1.066. The mean for females is 1.18 and t

arrangement unsatisfactory as compared to males. Also the mean for finding the pharmacy is the

highest among all 1.67 and t value .979 for males and mean value of 1.19 for females and t value of

1.64 for females. This shows that the finding of pharmacy is the

we find that in satisfaction of timing of OPD the standard deviation is 0. This shows that there is no

variation in data of males and females. Mean respon

0.332 and overall mean response was1.

Dis

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International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976


65

Table No 3

Distribution of Responses from the Respondents according to availability of services based UponFemale

Std.

Error

Mean

t-

Value Mean

Std.

Deviation

Std.

Error

Mean

t-

Value Mean

.029 1.066 1.18 .383 .045 1.176 1.12

.018 1.026 1.09 .295 .034 1.095 1.06

0.000 0.000 1.04 .199 .023 1.041 1.02

.013 1.013 1.09 .295 .034 1.095 1.05

.026 1.053 1.19 .394 .046 1.189 1.12

.018 1.026 1.08 .275 .032 1.081 1.05

.054 1.671 1.65 .481 .056 1.649 1.66

.023 0.979 1.19 .332 .039 1.189 1.16


he mean for seating arrangement in OPD for males is 1.07 and t value is

1.066. The mean for females is 1.18 and t value is 1.176 this shows that the females find the seating



.64 for females. This shows that the finding of pharmacy is the most unsatisfactory task of all


variation in data of males and females. Mean response of male were 1.12 ± 0.231,

0.332 and overall mean response was1. 16 ± 0.280.

0 2 4 6 8

…

Female

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Up

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6502(Print), ISSN 0976 - 6510(Online),

Distribution of Responses from the Respondents according to availability of services based Upon Sex Overall

Mean Std.

Deviation

Std.

Error

Mean

t

Value

1.12 .326 .027 1.120

1.06 .238 .019 1.060

1.02 .140 .011 1.020

1.05 .225 .018 1.053

1.12 .326 .027 1.120

1.05 .225 .018 1.053

1.66 .475 .039 1.660

1.16 .280 .023 1.155

he mean for seating arrangement in OPD for males is 1.07 and t value is

value is 1.176 this shows that the females find the seating



most unsatisfactory task of all. Also


0.231, female were 1.19 ±

10

Sr No

1

2

3

4

5

6

7



66

Data in table 3 reveals that overall satisfaction level of patients for availability of service in

hospital was good. 88% patients were satisfied by the seating arrangement in the OPD; 94% patients

were satisfied by cleanliness in OPD, 94.6% patients were satisfied by the services of paramedical

staff .For 88% patients finding the specialist in the department in OPD was easy. 94.6% patients

satisfied by the availability of doctor in the hospital; 98% patients were satisfied by the timings of the

OPD and for 51% patients finding the pharmacy was satisfactory.

Table No 4

Distribution of Responses from the Respondents Regarding Clinical Care based Upon Sex

Male Female Overall

Sr

No Variable Mean

Std.

Deviati

on

Std.

Error

Mean

t-

Value Mean

Std.

Deviati

on

Std.

Error

Mean

t-

Value Mean

Std.

Devia

tion

Std.

Error

Mean

t Value

1 Approach by the

Doctor 1.03 .161 .018 1.026 1.04 .199 .023 1.041 1.03 .180 .015 1.033

2 Communication

by the Doctor 1.29 .457 .052 1.289 1.27 .447 .052 1.270 1.28 .451 .037 1.280

3

Explanation

about the Disease

to the Patient

1.04 .196 .022 1.039 1.12 .329 .038 1.122 1.08 .272 .022 1.080

4 Clinical Care 1.07 .250 .029 1.066 1.14 .344 .040 1.135 1.10 .301 .025 1.100

5

Whether

Satisfied by

Doctors

Efficiency and

Behaviour

1.03 .161 .018 1.026 1.07 .253 .029 1.068 1.05 .212 .017 1.047

6

Opinion about

the Need of

Investigation

Assess by the

Patient

1.08 .271 .031 1.079 1.09 .295 .034 1.095 1.09 .282 .023 1.087

7

Interpretation of

Investigation

Report by the

Doctor to the

Patient

1.04 .196 .022 1.039 1.04 .199 .023 1.041 1.04 .197 .016 1.040

8 Nature of

Prescription 1.14 .390 .045 1.145 1.18 .449 .052 1.176 1.16 .419 .034 1.160

9

Instruction for

taking

Medication by

Pharmacist

1.11 .309 .035 1.105 1.11 .313 .036 1.108 1.11 .310 .025 1.107

10

Whether

Satisfied by

Behaviour of

Hospital Staff

1.03 .161 .018 1.026 1.14 .344 .040 1.135 1.08 .272 .022 1.080

11 Overall 1.08 .255 .029 1.084 1.12 .317 .037 1.119 1.10 .290 .024 1.101

Male= 76 Female= 74 Total Sample Size= 150



Patients compliance in respect to clini

96.6% patients were satisfied by the approach of the doctor.

communication by the doctor ,92% patient were satisfied by the explanation of disease by the doctor,

91.33% patients felt that the investigation advised by the doctor were necessary and 96% patients were

satisfied by the interpretation of investigation report by the doctor to them .86% of patients found the

nature of prescription simple & easy .89.33% patient

0

2

4

6

8

10

12

14

Ma

le

Distribution of Responses from the

Respondents Regarding Clinical Care based



67

atients compliance in respect to clinical care (table no .4) was more towards satisfactory side

96.6% patients were satisfied by the approach of the doctor. 72% patients were satisfied by the


3% patients felt that the investigation advised by the doctor were necessary and 96% patients were


nature of prescription simple & easy .89.33% patients were satisfied by instructions for taking

Fe

ma

le

Ove

rall


Respondents Regarding Clinical Care based

Upon Sex


was more towards satisfactory side

72% patients were satisfied by the


3% patients felt that the investigation advised by the doctor were necessary and 96% patients were


s were satisfied by instructions for taking

10

9

8

7

6

5

4

3

2

1

Sr No



68

medicines by the pharmacist. 95.33% patients were satisfied by the doctor’s efficiency and behaviour

and 92% patients were satisfied by the behaviour of the hospital staff.

Mean response of male was 1.08 ± 0.255, female mean response was 1.12 ± 0.317 and overall

mean response was 1.10 ± 0.290.

Table No 5

Distribution of Responses from the Respondents Regarding Waiting Time based Upon Sex

Male

Female

Overal

l

Sr

No Variable Mean

Std.

Deviat

ion

Std.

Error

Mean

t-

Value

Mea

n

Std.

Devia

tion

Std.

Error

Mean

t-

Value Mean

Std.

Deviati

on

Std.

Error

Mean

t -

Value

1

Time

Required to

Locate the

Hospital

1.04 .196 .022 1.039 1.08 .275 .032 1.081 1.06 .238 .019 1.060

2

Time

Required to

Getting

Registered

1.09 .291 .033 1.092 1.14 .344 .040 1.135 1.11 .318 .026 1.113

3

Was time

Required to

Find the

Concern

Department

1.03 .161 .018 1.026 1.08 .275 .032 1.081 1.05 .225 .018 1.053

4

Time

Required to

Consult the

Doctor After

Coming to

Hospital

1.22 .419 .048 1.224 1.31 .618 .072 1.311 1.27 .527 .043 1.267

5 Time Devoted

by the Doctor 1.16 .463 .053 1.158 1.16 .371 .043 1.162 1.16 .419 .034 1.160

6

Time Taken

for

Investigation

1.05 .225 .026 1.053 1.09 .295 .034 1.095 1.07 .262 .021 1.073

7

Time

Required to

Locate the

Pharmacy

1.04 .196 .022 1.039 1.08 .275 .032 1.081 1.06 .238 .019 1.060

8 Time Spent in

Pharmacy 1.11 .309 .035 1.105 1.08 .275 .032 1.081 1.09 .292 .024 1.093

9 Overal 1.09 .283 .032 1.092 1.13 .341 .040 1.128 1.11 .315 .026 1.110


Mean response regarding waiting time of hospital for male was 1.09 ± 0.283, mean response of

female was 1.13 ± 0.341 and overall mean response was1.11 ± 0.315.



The patients satisfaction with t

satisfaction with services. In our study (table 5

to locate the hospital and 11.335 % patients found the time required for getting registered

inconvenient. 94.66 % patients conveniently found the concerned department. In 77.33 % patients

time required to consult the doctor after coming to the hospital was less than ½ hour. In majority of the

patients (86%) time devoted by the doctor was less than 5

the time taken for investigation .94 % patients were satisfied by the time required to locate the

pharmacy and for 90.66 % patients time spent in pharmacy was satisfactory.

0.00

2.00

4.00

6.00

8.00

10.00

12.00

Me

an

Std

. D

evia

tio

n

Std

. E

rro

r M

ea

n

t-V

alu

e

Male



69

The patients satisfaction with the waiting time plays an important role in the overall

services. In our study (table 5); 6% patients were unsatisfied regarding time required


nvenient. 94.66 % patients conveniently found the concerned department. In 77.33 % patients


patients (86%) time devoted by the doctor was less than 5 minutes .92.66 % patients were satisfied by


patients time spent in pharmacy was satisfactory.

Me

an

Std

. D

evia

tio

n

Std

. E

rro

r M

ea

n

t-V

alu

e

Me

an

Std

. D

evia

tio

n

Std

. E

rro

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ea

n

t V

alu

e

Female Overall

9 Overall

8 Time Spent in Pharmacy

7 Time Required to Locate the

Pharmacy

6 Time Taken for Investigation

5 Time Devoted by the Doctor

4 Time Required to Consult

the Doctor After Coming to

Hospital

3 Was time Required to Find

the Concern Department

2 Time Required to Getting

Registered


Hospital


he waiting time plays an important role in the overall

); 6% patients were unsatisfied regarding time required


nvenient. 94.66 % patients conveniently found the concerned department. In 77.33 % patients


minutes .92.66 % patients were satisfied by


8 Time Spent in Pharmacy


6 Time Taken for Investigation

5 Time Devoted by the Doctor

4 Time Required to Consult

the Doctor After Coming to

3 Was time Required to Find

the Concern Department

2 Time Required to Getting




Distribution of Respon

Male

Sr

No Variable Mean

Std.

Deviati

on

Error

Mean

1 Cost of

Registration 1.03 .161

2 Cost of

Investigation 1.11 .309

3 Cost of

Medicine 1.00 0.000 0.000

Overall 1.04 .157


As we conducted this study

investigations were minimal so majority of the pat

investigation; 94% of patients were satisfied with cost of registration and 85.34% patients were

satisfied with cost of investigation & for 12.66% patients the cost of investigations was moderate .As

the supply of medicines was free of cost so all the patients (100%) were satisfied by the free supply of

medicines.

Mean response regarding cost of registration, investigation and medicine

0.157, mean response of female was 1.11

shows that females were more unsatisfied.

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

…


Respondents Regarding Cost based Upon



70

Table No 6

Distribution of Responses from the Respondents Regarding Cost based Upon Sex

Female

Std.

Error

Mean

t-

Value Mean

Std.

Deviatio

n

Std.

Error

Mean

t-

Value

Mea

n

.018 1.026 1.09 .295 .034 1.095 1.06

.035 1.105 1.23 .511 .059 1.230 1.17

0.000 0.000 1.00 0.000 0.000 0.000 1.00

.018 0.711 1.11 .269 .031 0.775 1.08


As we conducted this study (table 6) at General Hospital the cost of registration and

investigations were minimal so majority of the patients were satisfied by cost of registration and



ply of medicines was free of cost so all the patients (100%) were satisfied by the free supply of

regarding cost of registration, investigation and medicine

le was 1.11 ± 0.269 and overall mean response was1.08

shows that females were more unsatisfied.

Fe

ma

le

Ove

rall


Respondents Regarding Cost based Upon

Sex


ses from the Respondents Regarding Cost based Upon Sex

Overall

Mea

Std.

Deviati

on

Std.

Error

Mean

t

Value

1.06 .238 .019 1.060

1.17 .424 .035 1.167

1.00 0.000 0.000 0.000

1.08 .221 .018 0.742

at General Hospital the cost of registration and

ients were satisfied by cost of registration and



ply of medicines was free of cost so all the patients (100%) were satisfied by the free supply of

regarding cost of registration, investigation and medicine for males was 1.04 ±

0.269 and overall mean response was1.08 ± 0.221. this

4

3

2

1

Sr No




In the description of table no 7, the researcher included four aspects i.e.

services, Clinical Care, Waiting Time and Cost of Services.

0.221, female mean response was 1.14

shows that females were more unsatisfied

DISCUSSION

The success or failure of any hospital is largely dependent on the satisfaction met by the

patients on various services offered. With the various change

health care related environment, patients place more importance on the quality of services offered than

before. In recent days patients emphasize not only the

boffered in the hospitals.

Patient Satisfaction in Outdoor Department of services provided by Hospital based Upon

Variable

Male

Sr No Mean Std.

Deviation

Std.

Error

Mean

1

Availability

of

services

1.12 .231 .023

2 Clinical

Care 1.08 .255 .029

3 Waiting

Time 1.10 .243 .026

4 Cost of

Services 1.04 .157 .018

Overall 1.09 .221 .024

0.00

1.00

2.00

3.00

4.00

5.00

6.00

Me

an

Std

. D

evia

tio

n

Std

. E

rro

r M

ea

n

t-V

alu

e

Male



71


In the description of table no 7, the researcher included four aspects i.e.

ng Time and Cost of Services. The mean response for male was 1.09

0.221, female mean response was 1.14 ± 0.310 and overall mean response was 1.12

re unsatisfied by outdoor department services.


patients on various services offered. With the various changes and developments that take place in

h care related environment, patients place more importance on the quality of services offered than

before. In recent days patients emphasize not only the environment in the hospital but also services

Table No 7:

Patient Satisfaction in Outdoor Department of services provided by Hospital based Upon

Female Overall

Std.

Error

Mean

t-

Value Mean

Std.

Deviation

Std.

Error

Mean

t-

Value Mean

.023 0.979 1.19 .332 .039 1.189 1.16

.029 1.084 1.12 .317 .037 1.119 1.10

.026 1.032 1.15 .324 .038 1.154 1.13

.018 0.711 1.11 .269 .031 0.775 1.08

.024 0.951 1.14 .310 .036 1.059 1.12

Me

an

Std

. D

evia

tio

n

Std

. E

rro

r M

ea

n

t-V

alu

e

Me

an

Std

. D

evia

tio

n

Std

. E

rro

r M

ea

n

t V

alu

e

Female Overall

5 Male= 76 Female = 74

Total Sample size 150

5 Overall

4 Cost of Services

3 Waiting Time

2 Clinical Care

1 Availability of services


In the description of table no 7, the researcher included four aspects i.e. Availability of

The mean response for male was 1.09 ±

mean response was 1.12 ± 0.269. This


and developments that take place in

h care related environment, patients place more importance on the quality of services offered than

environment in the hospital but also services

Patient Satisfaction in Outdoor Department of services provided by Hospital based Upon Sex

Overall

Mean Std.

Deviation

Std.

Error

Mean

t

Value

1.16 .280 .023 1.155

1.10 .290 .024 1.101

1.13 .285 .023 1.128

1.08 .221 .018 0.742

1.12 .269 .022 1.032

5 Male= 76 Female = 74

Total Sample size 150

4 Cost of Services

1 Availability of services



72

Dr.SK Jawahar [3], in his study on out patient satisfaction at a super speciality hospital in India,

had reported that, as much as 50% of patients were satisfied with regard to cleanliness of the hospital.

Bashaier Fathi Tawfeq Al Sharif [4] in his thesis on patients satisfaction with hospital services

at Nablus district, West Bank, Palestine, observed that 36.7% of cases were from internal medicine

department which is similar to the present study.

In another study by Prasanna K.S. et al[5] on consumer satisfaction about hospital services; a

study from the outpatient department of a private medical college hospital at Mangalore, it was shown

that patients were fully satisfied in respect to seating arrangement, cleanliness in the OPD and OPD

timing, which was almost similar to our study .

Acharya & Acharya [6] conducted a study in which explanation of the disease by the doctor

was satisfactory in about 91% of patients.

The findings of the study by Hassan Sloeimanpour et al [7],on emergency department patients

satisfaction survey in Imam Reza Hospital, Tabriz , Iran revealed that the satisfaction level of patients

in regard to the information given by the care provider about medication was very good in 49.4% of

patients.

In a study by Acharya and Acharya [6] 82.8% of the respondents showed that the approach of

the doctor is personal; 93.2% of subjects were satisfied with the examination by the doctor and it was

simple and easy to understand in 60% of the cases.

Aleena Tasneem et al [8], in their study on patients satisfaction: A comparative study at

teaching versus DHQ level hospital in Lahore, Pakistan, noted that location of the hospital was

convenient in 38% of patients for teaching hospital and 42% of patients for DHQ level hospital ;while

80% of patients in teaching and 95% in DHQ level hospital were satisfied with the time waited by

them to be seen by doctor.

CONCLUSION

Patients’ satisfaction is a combination of psychological, physiological and other health care

related factor that make a patient to feel happy. Patients satisfaction has been considered as a state

where patients express their feelings, prepares to attend for the same hospital more number of times,

accept the services and promote the image and goodwill of the hospital more happily.

Our study revealed that overall patient satisfaction was good regarding the quality of health

care services. In few cases, patients in gynaecology & obstetrics department, were not satisfied with

waiting time, cleanliness & approach by the doctor.

RECOMMENDATIONS

1. In some departments Doctor: Patient ratio is less .More specialists should be appointed in the

concerned departments.

2. The cleanliness in some of the departments should be taken care of.

3. The time taken for some of the investigation can be decreased.

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study of patients of outdoor department regarding their satisfaction for health care services at...

Technology

clinical care

health care system

iaeme62 patients satisfaction

availability of services

patients opinion

scope of health services

health care related

patients time devoted