Inpatient satisfaction level survey at a tertiary care hospital
Keywords:Health services, Health education, Hospital environment, Patient satisfaction
Background: Patient satisfaction is an important measure of quality of services in a healthcare organization. Other than the medical care issues, the satisfaction and experience involves personal relationships, attention to pain and health education, and the status of hospital environment. Patient's opinion is an important because dissatisfaction suggests opportunities for improvement of health services in the hospital. This study was done with the aim to assess the satisfaction levels in inpatients of a tertiary care hospital and to compare interdepartmental satisfaction scores in the same hospital.
Methods: This cross-sectional survey was done in inpatients of the department of general medicine, general surgery and obstetrics & gynaecology wards of Mahatma Gandhi Medical College & Hospital, Jaipur for two consecutive days. A total of 150 adult female patients were included in the study. Structured questionnaire was developed from previously used survey tools, and validated in present patients group, and patient satisfaction was checked.
Results: The demographic data of patients showed that majority of respondents were belonged to age group 20-30 years (50.7%) followed by less than 20 years (20%), more than 40 years (15.3%) and 30-40 years (12%). About 29.33% respondents were uneducated followed by primary level (25.33%), senior secondary level (24%) and graduation (21.33%). 90% respondents belonged to Hindu religion. 36.6% of the respondents were either technicians or doing a clerical job. Almost equal numbers (33.3%) were unemployed and 30% belonged to the labour class. Only 15 patients (10%) were either professionals or on managerial posts.Conclusions: This study highlighted overall patient satisfaction was good regarding the quality of health care services of Mahatma Gandhi Medical College and Hospital. Areas where patient satisfaction was found to be lowest were patience shown by the nursing staff while communicating with patients and hospital ambiance in terms of peacefulness, both of these are important aspects of health care and there is imperative need to address these problems effectively and urgently in order to improve quality of care.
Stewart M, Brown JB, Donner A, McWhinney I, Oates J, Weston W, et al. The impact of patient-centered care on outcomes. J Fam Pract. 2000;49:796-804.
Scotti DJ, Harmon J, Behson SJ. Links among high-performance work environment, service quality, and customer satisfaction: An extension to the healthcare sector. J Healthc Manag. 2007;52:109-24.
Cowing M, Davino-Ramaya C, Ramaya K, Szmerekovsky J. Health care delivery performance: Service, outcomes, and resource stewardship. Perm J. 2009;13:72-8.
Kleefstra SM, Kool RB, Veldkamp CM, Winters-van-der MA, Mens M Blijham G et al. A core questionnaire for the assessment of patient satisfaction in academic hospitals in The Netherlands : development and first results in a nationwide study. Qual Saf Health Care. 2010;19:e24.
Boyer L, Francois P, Doutre E, Weil G, Labarere J. Perception and use of the results of patient satisfaction surveroviders in a French teaching hospital. Int. J Qual health care. 2006;18:359-64.
Goldstein E, Farquhar M, Crofton C, Darby C, Garfinkel S. Measuring hospital care from the patients' perspective: An overview of the CAHOS hospital survey development process. Health Serv Res. 2005;40:1977-95.
Goldstin E, Farquhar M, Crofton C, Darby C, Garfinkel S. "Measuring Hospital Care from the Patients' Perspective: An Overview of the CAHPS Hospital Survey Development Process". Health Serv Res. 2005;40(6 Pt 2):1977-95.
Sadjadian A, Kaviani A, Yunesian M, Montazeri A. Patient satisfaction: a descriptive study of a breast care clinic in Iran. European J can care. 2004;13(2):163-8.
Subedi D, Uprety K. Patients Satisfaction with Hospital Services in Kathmandu. J Chitwan Med Coll. 2014;4(9)25:31.
Barrier PA, Li JTC, Jensen NM. Two words to improve physician-patient communication: what else? Mayo Clin Proc. 2003;78:211-4.
Kumari R, ldris MZ, Bhushan V, Khanna A, Agarwal M, and Singh SK. Study on patient satisfaction in the government allopathic health facilities of Lucknow district, India. Indian J Community Med. 2009;34:35-42.
Kersink J, Ropret T. An evaluation of patient satisfaction amongst family practice patients with diverse ethnic backgrounds. Swiss Med Wkly 2002;132:121-4.
Peerasak L, Surasak B, Pattanwadi U. Patient satisfaction on health service at the family medicine learning centers. Chaing Mai Med Bull. 2004;43:67-76.
Acharya JP, Acharya I. A study on compliance and behavioral responses of patients in an outpatient clinic. Indian J Community Med. 2003;28(1):19-25.
Kumari R, Idris M, Bhushan V, Khanna A, Agarwal M, Singh S. Study on patient satisfaction in the government allopathic health facilities of Lucknow district, India. Indian J Community Med. 2009;34(1):35-42.
Nisa MU, Sadaf R, Zahid M. Patient Satisfaction Survey In An Obstetrics And Gynaecology Ward Of A Tertiary Care Hospital. J. Med. Sci. (Peshawar, Print). 2012;20(3):142-5.
Hussain SS, Pervez KF, Izzat S. Assessing Patient Satisfaction in Gynaecology and Obstetrics in Teritary Care Hospital. J Postgrad Med Inst. 2015;29(2):93-6.
Perception of hospital cleanliness can impact patient satisfaction [online]. 2013. Available from URL : http: // www.healthcarefacilitiestoday.com /posts/ Perception-of-hospital-cleanliness-can-impact-patient-satisfaction-Environment-Services-943.
Nisa M, Sadaf R, Zahid M. Patient satisfaction survey in an obstetrics and gynaecology ward of a tertiary care hospital. J Med Sci. 2012;20:142-5.
Jawahar SK. A Study on Out Patient Satisfaction at a Super Specialty Hospital in India. Internet J Medi Update. 2007;2(2):13-7.