Patient satisfaction about services obtained from a teaching hospital, Port Blair: A cross-sectional study

Abstract

Background: Periodic evaluation of health services delivered to the community is a part of total quality management of health care delivery system in developing countries. Objective: To assess the level of satisfaction among outdoor patients toward health care services available at teaching hospital, Port Blair. Methodology: The study included exit interview of 500 patients, sampled from 8 service delivery points of the health facility. Predesigned and pretested questionnaire based on PSQ-18 scale developed by Marshall and Hays was used as a study tool. Data entry was done in Microsoft excel sheet and analysis was done using IBM SPSS software version 21. Results: It has been observed that the majority of patients (62%) were from urban area. The highest number (32.40%) of respondents was in the age group of 30–39 years category. Mean satisfaction was the highest for communication (3.94 out of 5), followed by general satisfaction (3.69), technical quality (3.46), time spent with doctor (3.41), interpersonal manner (3.35), and least in accessibility and convenience (2.96). Conclusion: Our study showed a good level of satisfaction of patients with services obtained from the referral center. Among the different domains of measurements of patient satisfaction, only accessibility and convenience score was low. Findings of this study would serve as a baseline data for improving the quality of services and making them more clients centered.

Keywords

• cross-sectional study
• patient satisfaction
• teaching hospital