Patient satisfaction of outpatient department at ESIS hospital, Nagpur, India

Authors

  • Meena A. Deshmukh Medical Superintendent, ESIS Hospital, Nagpur, Maharashtra, India
  • Jayshree J. Upadhye Department of Obstetrics and gynaecology, Narayan Medical college and Hospital, Jamuhar, Bihar, India

DOI:

https://doi.org/10.18203/2320-6012.ijrms20190949

Keywords:

Improvement, Outpatient department, Patient satisfaction

Abstract

Background: Employee state insurance scheme (ESIS) is a multidimensional social security system providing medical facilities to the insured persons and their family through large network of hospitals and dispensaries all over India. The present study was done to measure the satisfaction of OPD (Outpatient Department) patients.

Methods: A descriptive cross-sectional study was conducted in ESI Hospital, Nagpur, Maharashtra, India on 500 patients attending OPD. Patients were approached at the end of their OPD visits to know their perceptions towards the public health facilities, during the months of September and October 2017. Data collected was analyzed.

Results: In present study, out of 500 patients, 210 (42%) said that crowd was average, 270 (54%) were satisfied with queue system, 390 (78%) were satisfied with the availability of drugs, 380 (76%) were satisfied with the behaviour of pharmacist.205 (41%) patients said it was not overcrowded, 310 (62%) patients were happy with the behaviour of registration clerk, 330 (66%) were satisfied with the seating arrangements for the patients and attendants, 265 (53%) were satisfied with the cleanliness, 205 (41%) were satisfied with the condition of toilets.

390 (78%) patients said that doctor was available, 270 (54%) said that waiting time was less, 325 (65%) said that doctor listened to the problem attentively, 435 (87%) said that the doctor explained nicely about the disease while 425 (85%) were satisfied with the time given by the doctor.

Conclusions: Almost half of the patients were satisfied with the registration facilities, basic amenities, service by doctor and pharmacy services. Mostly, patients chose this hospital as it was free for them due to their insurance and as it was near their house. Still, there is scope for improvement.

References

Agrawal D. Health sector reforms: Relevance in India. Indian J Community Med. 2006;31:220-2.

Soleimanpour H, Gholipouri C, Salarilak S, Raoufi P, Vahidi RG, Rouhi AJ, et al. Emergency department patient satisfaction survey in Imam Reza hospital, Tabriz, Iran. Int J Emergency Med. 2011 Dec;4(1):2.

Jenkinson C, Coulter A, Bruster S, Richards N, Chandola T. Patients' experiences and satisfaction with health care: Results of a questionnaire study of specific aspects of care. Qual Saf Health Care. 2002;11:335-9.

Boyer L, Francois P, Doutre E, Weil G, Labarere J. Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital. Int J Qual Health Care. 2006;18:359-64.

Boyer L, Francois P, Doutre E, Weil G, Labarere J. Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital. Int J Quality Health Care. 2006;18(5):359-64.

Tasneem A, Shaukat S, Amin F, Mahmood KT. Patient Satisfaction; A comparative Study at Teaching Versus DHQ Level Hospital in Lahore, Pakistan. J Pharmaceut Sci Res. 2010 Nov 1;2(11):767-4.

Rahman MU. Patients’ Satisfaction with health care delivery in the outpatient department of military hospital, Rawalpindi. Ann Pak Inst Med Sci. 2008;4(2):97-100.

Khamis K, Njau B. Patients’ level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania. BMC Health Services Res. 2014;14(1):400.

Quintana JM, González N, Bilbao A, Aizpuru F, Escobar A, Esteban C, et al. Predictors of patient satisfaction with hospital health care. BMC Health Services Res. 2006 Dec;6(1):102.

Ganasegeran K, Perianayagam W, Abdul Manaf R, Jadoo A, Ahmed S, Al-Dubai SA. Patient satisfaction in Malaysia’s busiest outpatient medical care. Scientific World J. 2015;2015.

Subedi D, Uprety K. Patients' satisfaction with hospital services in Kathmandu. J Chitwan Med College. 2014;4(3):25-31.

Sodani PR, Kumar RK, Srivastava J, Sharma L. Measuring patient satisfaction: A case study to improve quality of care at public health facilities, Indian J Comm Med. 2010;35(1):52-6.

Ahmed F, Yasir I, Hameedi K, Ahmed S, Ahmed W. Assessment of OPD patient's satisfaction with health care services at al-nafees medical hospital. ISRA Medical J. 2015;7(3).

Mukhtar F, Anjum A, Bajwa MA, Shehjad S, Massod Z, Mustafa S, Patient satisfaction: OPD services in tertiary care hospital at Lahore, Professional Med J. 2013;20(6):973-80.

Kalubowila KC, Perera D, Senathilaka I, Alahapperuma C, Withana RD, Kapparage PD. Patient satisfaction of services of the out patient department, Base Hospital, Panadura. J Coll Comm Physicians Sri Lanka. 2017 Sep 30;23(2).

Downloads

Published

2019-02-27

How to Cite

Deshmukh, M. A., & Upadhye, J. J. (2019). Patient satisfaction of outpatient department at ESIS hospital, Nagpur, India. International Journal of Research in Medical Sciences, 7(3), 918–922. https://doi.org/10.18203/2320-6012.ijrms20190949

Issue

Section

Original Research Articles