Patient satisfaction of services of the out patient department, Base Hospital, Panadura

Abstract

Background: Patient satisfaction is one of the well-known yardsticks to measure the strength of services being provided in hospitals. Objective: To assess the level of satisfaction on health care services provided by the out-patient department (OPD) and associated socio-demographic factors among patients attending a base hospital in Sri Lanka. Methods: A cross-sectional study was conducted among 422 out-patients at Base Hospital (BH) Panadura, selected using a systematic sampling method during January 2017. Critically ill patients and first timers to the OPD were excluded. Data were collected using a self-administered questionnaire on the personal characteristics of patients and their satisfaction with OPD services under five domains: physical facilities, registration, consultation, pharmacy and accessibility of services. Satisfaction was assessed based on a pre-determined scoring system. Patients were dichotomized into two groups: ‘satisfied’ and ‘less-satisfied’ with the OPD services, and were compared by selected socio-demographic factors using chi-square test. Results: Response rate was 85% (n=359). The majority consisted of females (n=261, 72.7%). Patient satisfaction varied according to the service domain: physical facilities (n=214, 59.6%), registration (n=138, 38.4%), consultation (n=175, 48.7%), pharmacy services (n=198, 55.1%) and accessibility of service (n=118, 32.9%). Further, only smaller proportions of patients were satisfied with the adequacy (n=119, 33.1%) and comfort (n=160, 44.6%) of seating facilities; adequacy (n=130, 36.2%) and cleanliness (n=109, 30.4%) of toilets; waiting time at the dispensary (n=65, 18.1%) and for consultation (n=120, 33.4%), and examination done by doctor (n=131, 36.5%). Females were significantly less-satisfied with the overall OPD services compared to males (25% versus 18.4%; p=0.04). No such relationship was seen in relation to age (p=0.28) and level of education (p=0.31). Conclusions: Most patients were satisfied with the overall OPD services. Yet, areas such as registration services, waiting time especially for dispensary and consultation, and sanitary and seating facilities need further improvement. Strengthening the infrastructure and introducing an appointment system are recommended.

Keywords

• patient satisfaction, hospital service, quality of care