Verma Madhur, Rana Kirtan, Kankaria Ankita, Aggarwal Ramnika
Department of Community & Family Medicine, All India Institute of Medical Sciences, Bathinda, Punjab, India.
Department of Community Medicine and School of Public Health, Post Graduate Institute of Medical Education and Research, Chandigarh, India.
J Pharm Bioallied Sci. 2020 Jul-Sep;12(3):252-261. doi: 10.4103/jpbs.JPBS_168_20. Epub 2020 Jul 18.
Patient satisfaction is pertinent for measuring the performance of health-care service delivery, which is a multidimensional construct that depends on many factors. The main objective of this study was to assess the satisfaction of patients visiting a tertiary care hospital in Haryana.
A cross-sectional study was conducted among patients visiting the outpatient department (OPD) and inpatient department (IPD) of the hospital from January to March 2019. Exit interviews were conducted using a structured questionnaire among patients visiting the OPD or IPD. The patient satisfaction was assessed based on four domains, namely registration process and experience before meeting the doctor, interaction with the doctor, hospital infrastructure, and medicine availability. The responses were captured on a Likert scale from one to five, and the scores were used to calculate the overall satisfaction.
Overall 84% of the patients were satisfied with the OPD services, whereas 77% of the patients were satisfied with the inpatient services. Male (odds ratio [OR] = 2.08; 95% confidence interval [CI]: 1.04-4.14) and literate patients (OR = 2.77; 95% CI: 1.4-4.14) had higher chances of being satisfied with the OPD services. Whereas students, retired and unemployed patients (OR = 4.67; 95% CI: 1.46-14.6), and those from a reserved social caste (OR = 3.38; 95% CI: 1.58-7.21) were more satisfied with the IPD services.
This study suggests that patients were satisfied to a larger extent with both OPD and IPD services. Therefore, effective strategies should be in place to maintain high satisfaction among patients, and the institutes should strive to provide 100% satisfaction.
患者满意度对于衡量医疗服务提供的绩效至关重要，这是一个多维结构，取决于许多因素。本研究的主要目的是评估在哈里亚纳邦一家三级医疗医院就诊的患者的满意度。
2019年1月至3月，对在该医院门诊部（OPD）和住院部（IPD）就诊的患者进行了一项横断面研究。使用结构化问卷对前往OPD或IPD就诊的患者进行出院访谈。基于四个领域评估患者满意度，即挂号流程和见医生前的体验、与医生的互动、医院基础设施以及药品供应情况。回答采用从1到5的李克特量表进行记录，得分用于计算总体满意度。
总体而言，84%的患者对OPD服务满意，而77%的患者对住院服务满意。男性（优势比[OR]=2.08；95%置信区间[CI]：1.04 - 4.14）和识字患者（OR = 2.77；95% CI：1.4 - 4.14）对OPD服务满意的可能性更高。而学生、退休和失业患者（OR = 4.67；95% CI：1.46 - 14.6）以及来自保留社会种姓的患者（OR = 3.38；95% CI：1.58 - 7.21）对IPD服务更满意。
本研究表明患者对OPD和IPD服务在很大程度上是满意的。因此，应制定有效策略以保持患者的高满意度，各机构应努力实现100%的满意度。
