Gani Naveed, Saeed Khalid, Minhas Fareed Aslam, Anjuman Nigar, Waleed Maria, Fatima Ghulam
Postgraduate Resident, Institute of Psychiatry, Benazir Bhutto Hospital, Rawalpindi, Pakistan.
J Ayub Med Coll Abbottabad. 2011 Jan-Mar;23(1):43-6.
Patients' opinion regarding services has acquired great importance. Patient satisfaction is playing an increasingly important role in quality of care reforms and health-care delivery. The study aimed to measure patient satisfaction in a tertiary care hospital in order to know the patients' perspectives and expectations of the services and make appropriate improvements accordingly.
This was a cross-sectional study conducted at the Out-patient and Inpatient Departments of the Institute of Psychiatry, Benazir Bhutto Hospital, Rawalpindi, for a period of 8 months from October 2008 till June 2009. Sample size was 246 patients; which included 123 participants from Out-patient and In-patient departments each. Patients aged 18 and above, of both genders, who gave informed written consent, were consecutively recruited for the study. Learning disabled patients, frankly psychotic and those with severe cognitive impairment and severe co-morbid physical illnesses were excluded. Performa was filled in by the participants for their demographic details. The Client Satisfaction Questionnaire-8 was then orally administered in the native language (Urdu/Punjabi) to assess the degree of patient satisfaction.
Among the participants, 72% were mostly satisfied, 18.7% mildly satisfied and 9.3% dissatisfied with the psychiatric care. Age was significantly associated with satisfaction however no such associations could be found for gender and economic status.
Majority of the patients were satisfied with the psychiatric services. The younger people were more satisfied. Gender and economic status had no influence on patient satisfaction.
患者对服务的意见已变得极为重要。患者满意度在医疗质量改革和医疗服务提供中发挥着越来越重要的作用。本研究旨在衡量一家三级医院的患者满意度，以了解患者对服务的看法和期望，并据此做出适当改进。
这是一项横断面研究，于2008年10月至2009年6月在拉瓦尔品第贝娜齐尔·布托医院精神病学研究所的门诊和住院部进行，为期8个月。样本量为246名患者，其中门诊和住院部各123名参与者。年龄在18岁及以上、签署知情书面同意书的男女患者被连续纳入研究。学习障碍患者、明显有精神病症状者以及有严重认知障碍和严重合并身体疾病的患者被排除。参与者填写表格记录其人口统计学细节。然后用当地语言（乌尔都语/旁遮普语）口头发放客户满意度问卷 - 8，以评估患者的满意程度。
在参与者中，72%的人大多满意，18.7%的人轻度满意，9.3%的人对精神科护理不满意。年龄与满意度显著相关，然而在性别和经济状况方面未发现此类关联。
大多数患者对精神科服务满意。年轻人更满意。性别和经济状况对患者满意度没有影响。
