Patient Satisfaction with the Outpatient Department Services at a Tertiary Care Hospital in Northern India and Root Cause Analysis of the Lowest-Scoring Attribute using Fishbone Diagram.

BACKGROUND: Assessing patients' satisfaction is an easy and cost-effective method of evaluating the outpatient services provided by health-care institutions. OBJECTIVES: The objectives of this study were to determine patient satisfaction among patients attending various outpatient departments (OPDs) at a tertiary care hospital and the factors affecting their satisfaction. MATERIALS AND METHODS: A cross-sectional study was conducted among patients attending various OPDs at a tertiary care hospital in Faridabad. Exit face-to-face interviews were conducted for 334 patients above 18 years of age who availed OPD services followed by pharmacy services. Information regarding sociodemography, rating of satisfaction with various attributes of OPD services on a 5-point Likert scale, and reasons for dissatisfaction was collected. Data were analyzed using SPSS version 22. Root cause analysis for the lowest-scoring attribute was done using fishbone diagram. RESULTS: About 64% of the patients were satisfied with the OPD services. "Attitude and communication of doctors" was the prime contributor to patient satisfaction. "Promptness at medicine distribution counter" was the attribute that scored lowest followed by "waiting time at the registration counter." The mean waiting time for registration was 38.2 min, for consultation with doctor 41.3 min, for collection of samples 49.6 min, and for drug dispensing 61 min. CONCLUSION: The issues related to pharmacy services need to be promptly acknowledged and addressed.

Attributes of hypertension among industrial workers in Northern India - An alarming signal.

Context: There has been an increasing prevalence of hypertension (HTN) affecting all populations of the world including the special occupational groups and industries workers. Aims: To estimate the prevalence of hypertension and to determine the associated factors among industrial workers in the Haryana state of India. Settings and Design: A cross-sectional study was conducted among 323 industrial workers of Faridabad, Haryana. Materials and Methods: A semi-structured and validated questionnaire was used to collect information regarding sociodemographic characteristics of the workers, their personal habits, and occupational history. The investigator also recorded the height, weight, blood pressure, blood glucose, and lipid profile of the workers. Statistical Analysis Used: Analysis of the data was done using SPSS Vs 21. Results: The prevalence of hypertension among industrial workers was 48.6%. Age of the worker, presence of smoking or alcohol consumption, having a longer duration of employment, and having deranged total cholesterol/TG/LDL-C levels, diabetes, or obesity were found to be independently associated with hypertension. Conclusion: Screening is required for early detection and prevention of complications. Lifestyle modification is of utmost importance. Employers should implement guidelines issued by the government to protect the health of the productive population.