Assistant Professor, Department of Community Medicine, ESIC Medical College and Hospital, Faridabad, Haryana, India.
Professor and Head, Department of Community Medicine, ESIC Medical College and Hospital, Faridabad, Haryana, India.
Indian J Public Health. 2024 Jan 1;68(1):55-59. doi: 10.4103/ijph.ijph_289_23. Epub 2024 Apr 4.
Assessing patients' satisfaction is an easy and cost-effective method of evaluating the outpatient services provided by health-care institutions.
The objectives of this study were to determine patient satisfaction among patients attending various outpatient departments (OPDs) at a tertiary care hospital and the factors affecting their satisfaction.
A cross-sectional study was conducted among patients attending various OPDs at a tertiary care hospital in Faridabad. Exit face-to-face interviews were conducted for 334 patients above 18 years of age who availed OPD services followed by pharmacy services. Information regarding sociodemography, rating of satisfaction with various attributes of OPD services on a 5-point Likert scale, and reasons for dissatisfaction was collected. Data were analyzed using SPSS version 22. Root cause analysis for the lowest-scoring attribute was done using fishbone diagram.
About 64% of the patients were satisfied with the OPD services. "Attitude and communication of doctors" was the prime contributor to patient satisfaction. "Promptness at medicine distribution counter" was the attribute that scored lowest followed by "waiting time at the registration counter." The mean waiting time for registration was 38.2 min, for consultation with doctor 41.3 min, for collection of samples 49.6 min, and for drug dispensing 61 min.
The issues related to pharmacy services need to be promptly acknowledged and addressed.
评估患者满意度是评估医疗机构提供的门诊服务的一种简单且具有成本效益的方法。
本研究旨在确定在一家三级保健医院就诊的各类门诊患者的满意度及其影响满意度的因素。
在法里达巴德的一家三级保健医院，对各门诊科室的患者进行了一项横断面研究。对 334 名 18 岁以上接受门诊服务和药房服务的患者进行了面对面的出口访谈。收集了社会人口统计学信息、对门诊服务各个属性的满意度评分（5 分制）以及不满意的原因。使用 SPSS 版本 22 进行数据分析。使用鱼骨图对评分最低的属性进行根本原因分析。
约 64%的患者对门诊服务满意。“医生的态度和沟通”是患者满意度的主要影响因素。“药品分发柜台的及时程度”是评分最低的属性，其次是“挂号柜台的等待时间”。挂号的平均等待时间为 38.2 分钟，与医生的咨询时间为 41.3 分钟，样本采集时间为 49.6 分钟，药物配药时间为 61 分钟。
需要及时了解和解决与药房服务相关的问题。
