Critical Appraisal of services of medical OPD of a tertiary care hospital of lahore

ABSTRACT

Patient satisfaction a component of quality of care has been given high priority in developed countries. It is an instrumental component in monitoring hospital's quality of care in relation to costs and services. Many problems are faced by the visitors of the health care facilities due to which they are unable to utilize these services to their entire satisfaction. Generally overcrowding of hospitals, shortage of staff, medicine and equipment and impatience by the patients are taken as the reasons for this unsatisfactory utilization. To pin point the specific reason of non satisfaction of clients in tertiary care hospital in our localities so that corrective measures could be adopted to improve client satisfaction and in turn the confidence on the local health care delivery system. Hospital based cross sectional survey Place and duration of the study OPD of Mayo Hospital Lahore February 2005- May 2005 Respondents and 160 patients were selected randomly with their consent. These patients were interviewed on pre tested, structured questionnaire. 90 A, of the patients belong to young or middle age[12-40 yrs], 54% were female, 44% were under matric, 35% belong to poor families with family income <2000 Rs/month and 70% were attending it first time. 75% reach OPD early, 36% got registration easily. 21-22% were satisfied with waiting time and facilities. 21-34% were not satisfied because they were not made clear about diet, how to take medicine and further prevention of disease. Filter clinics should be established in the city waiting area facilities needs to be improved early start of OPD training of staff in preventive work and communication skills. In charge of the OPD must have good managerial skill