Patient satisfaction; OPD services in a tertiary care hospital of Lahore

ABSTRACT

Patient satisfaction is a relative phenomenon, which embodies the patients perceived need, his expectations from the health system, and experience of health care. To determine the level of patient satisfaction towards OPD services with reference to doctor-patient interaction, registration desk, waiting area, and overall health facilities. Descriptive cross sectional study. Tertiary care hospital of Lahore. April 2013. A sample of 250 patients was selected by employing systematic random sampling technique. The patients were interviewed and data was collected using a pretested questionnaire. Data was analyzed using the statistical package for social sciences [SPSS] version 16.00. Data was presented in figures and tables. It was described using frequencies, percentages and mean. Majority of the patients i.e 232 [94%] reported being satisfied with the doctor. A vast majority agreed that hospital was clean 233 [94%] and adequately ventilated 224 [90%]. The hospital staff in the waiting area was found to be respectful 220 [89%] and fair 198 [80%] towards the patients. The patients had no difficulty locating the reception desk of the health facility 235 [95%]. A large proportion of patients i.e.220 [89%] said they would re-visit the hospital. The patients were highly satisfied with their doctors and were ready to re-visit the hospital. It is recommended that further studies should be conducted to assess patient satisfaction in the secondary and primary care health facilities and efforts should be made to get regular feedback from the patients