Kaur Ravneet, Kant Shashi, Goel Akhil Dhanesh, Sharma Nitika
Centre for Community Medicine, All India Institute of Medical Sciences, New Delhi, India.
Department of Community Medicine and Family Medicine, All India Institute of Medical Sciences, Jodhpur, Rajasthan, India.
J Patient Exp. 2022 Aug 11;9:23743735221120497. doi: 10.1177/23743735221120497. eCollection 2022.
Patient satisfaction reflects the quality and effectiveness of healthcare. Healthcare services have become more patient-centric in today's era as patients are viewed as active consumers of healthcare services rather than passive recipients. Measuring patient satisfaction level has become an objective criterion for defining the effectiveness of these services. Feedback from patients makes healthcare services more responsive to the expectations of patients. We conducted a cross-sectional study among 200 OPD attendees of a secondary-care hospital to assess the level of satisfaction. A 5-point Likert scale was used to record the responses. For overall satisfaction with the OPD services, most common responses were "good" or "very-good", with mean (SD) score of 3.8 (0.77). Majority of the patients were satisfied with facilities such as drinking water and toilets, and with consultation time provided by the doctors. The patients were not satisfied with the time taken at the registration window and behavior of other hospital employees. This highlights the importance of reorientation training on communication and interpersonal skills for all categories of healthcare staff.
患者满意度反映了医疗保健的质量和效果。在当今时代，医疗保健服务变得更加以患者为中心，因为患者被视为医疗保健服务的积极消费者，而不是被动接受者。衡量患者满意度已成为界定这些服务效果的客观标准。患者的反馈使医疗保健服务更能回应患者的期望。我们对一家二级护理医院的200名门诊患者进行了一项横断面研究，以评估满意度水平。采用5级李克特量表记录回答。对于门诊服务的总体满意度，最常见的回答是“好”或“非常好”，平均（标准差）得分为3.8（0.77）。大多数患者对饮用水和厕所等设施以及医生提供的咨询时间感到满意。患者对挂号窗口的耗时以及其他医院工作人员的行为不满意。这凸显了对各类医护人员进行沟通和人际技能再培训的重要性。
