Abstract

Aim: To determine the perceived levels of patient satisfaction with the Health Care Services provided in the Out-Patient Department, areas of dissatisfaction and to improve patient satisfaction levels by making recommendations to address the concerns of the patients in a tertiary care health center.

Materials and Methods: This study was a Descriptive Cross-Sectional Hospital based study. This study applied a quantitative approach to gather data to help determine factors influencing patients’ satisfaction with Out Patient Department (OPD) services of hospital. The design elicited responses on dependent variable (patients’ satisfaction) and the independent variables at the same time.

Results: The data was collected from December 2020 to February 2021 on all OPD Days. From amongst the 300 patients enrolled, 248 patients returned the filled Questionnaire, the Response Rate being 83%. A large number of respondents approximating 91.0% (n = 224) were satisfied with the medical advice provided by the healthcare provider. In terms of Infrastructure related factors, the OPD waiting area was rated as comfortable by over 80% of the respondents who found the area satisfactory with adequate air circulation. Similar ratings were given for the seating arrangements in the OPD with around 78.5% (n = 195) of the respondents satisfied and 15% (n = 38) not satisfied with the arrangement.

Conclusion: The present study has provided valuable insight regarding patient satisfaction with outpatient health care services, and the predictors thereof. It may be useful in the future to investigate the satisfaction levels of other categories of patients such as inpatients and patients in specific super specialty OPDs, for comparative and sphere based remedial purposes.

Keywords: Patient Satisfaction; OPD Waiting Area; OPD Reception OPD Registration

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Citation

Citation: Suman Anand., et al. “Assessment of Factors Influencing the Patients’ Level of Satisfaction from Health Care Services Provided in the Outpatient Department of a Tertiary Care Hospital: A Cross-Sectional Study”. Acta Scientific Dental Sciences 5.11 (2021):.

Copyright

Copyright: © 2021 Suman Anand., et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.