Feedback of Patients attending a Tertiary Healthcare Institute in Banda District, Uttar Pradesh: A Descriptive Cross-sectional Study

Abstract

Introduction: The term 'patient feedback' can be measured through various formal reactions, including levels of patient comfort, experience, perspectives, and assessments of care in terms of convenience, continuity, and quality. By recording the patient’s viewpoint on the quality of care provided by a tertiary healthcare facility, it can be acknowledged through patient feedback. This data can then be utilised to improve health services and enhance the overall patient experience. Aim: To assess patient satisfaction with the services provided at a tertiary care hospital in Banda. Materials and Methods: This descriptive cross-sectional study was conducted at the government medical college in Banda, a district in the Bundelkhand region of Uttar Pradesh, a northern state of India. The study took place from December 2022 to February 2023 at the medical college and its associated hospital. A total of 400 participants who consented to be part of the study were included. Purposive sampling technique was employed for data collection. Outpatients were interviewed upon exiting the clinics, while inpatients were interviewed in the wards. Results: In the questionnaire, there was a question asking, about patient's overall satisfaction during the visit to the hospital. Since everyone’s score was higher than the 'poor' category, all categories were merged into one word, 'satisfied,' except for the 'poor' category to facilitate better understanding. The majority of patients from the Outpatient Department (OPD) (91, 45.5%) and Inpatient Department (IPD) (198, 99%) were satisfied with the attitude and communication of the doctor. Additionally, 98.5% of IPD patients were satisfied with the doctor's knowledge. A total of 99% of participants responded "yes" when questioned about their preference to return to the hospital for treatment. Conclusion: Overall, it was observed that the behaviour and care provided by hospital staff satisfied the majority of patients, who also expressed satisfaction with the indoor and outdoor services of the hospital.

Keywords

• communication
• outpatient and inpatient department
• questionnaire feedback