Patient satisfaction with the outpatient department services at a tertiary care hospital in Northern India and root cause analysis of the lowest-scoring attribute using fishbone diagram

Abstract

Background: Assessing patients' satisfaction is an easy and cost-effective method of evaluating the outpatient services provided by health-care institutions. Objectives: 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. Materials and Methods: 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. Results: 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. Conclusion: The issues related to pharmacy services need to be promptly acknowledged and addressed.

Keywords

• fishbone diagram
• patient satisfaction
• root cause analysis