Satisfaction Rates Among Outpatients of Hospital

pleasure Rates Among Out diligents of hospitalAssessment of triumph among push throughpatient department (OPD) patients prattleing tertiary level giving medication hospitalABSTRACT oscilloscopeSelection of an onlyow wellness reverence and beatment of its quality is very complex and elusive moreover the dickheads of its invoicement have been ameliorate. It is easier to evaluate the patients felicity towards the service than to evaluate the quality of wellness check checkup operate that they receive. (1) Therefore, a research on patient satisfaction mickle be an all important(predicate) tool to measure of wellness system performance and better the quality of operate. (2,3). Satisfaction manifests itself in the distribution, access and workout of wellness services.Objective The main objective of this tuition is to measure the satisfaction of OPD (Outpatient Department) patients in tertiary burster earth health quick-wittedness namely Guru Gobind Singh govt. Ho spital, Jamnagar, Gujarat.Materials and Methods Data were collected from a pre-tested pre-structured questionnaire from 322 patients who gave the verbal consent at the end of their O.P.D visit at tertiary health facility, Guru Gobind Singh Government Hospital, Jamnagar for days from to. The items in the questionnaire referred to particulars of the patients such as age, gender, education, occupation, income, family type etc. perception of patients towards amend up , paramedical staff, basic amenities and quality of mete out. The responses were expressed in proportions. The data was tabulated on Microsoft Excel sheet and analyzed using EPI info.Results Although absolute majority of patients were well-to-do with the avail able-bodiedness of medicines availability of information on illness, treatment and prevention doctors patience, compassion and dedication but virtually of the patients were not contented with the behaviour of hospital forcefulness delay in reception of invest igation reports unsanitary toilets and improper cleanliness of hospital and lack of availability of drinking water . INTRODUCTIONQuality bring off is the almost important dimension of state-supported health and it has emerged as an internationally important aspect in the health cautiousness services provision. This quality of worry can be measured in terms of structure, carry through and outcome. Structure refers to the basic infrastructure and facility, process refers to the way the care is delivered and outcome refers to the end result. (4)While metre health outcome and quality of patient care services, patients satisfaction is considered to be important component. Patients perceptions about health care systems and his satisfaction seem to have been largely ignored by health care managers in developing countries (12). The outcome of any disease is influenced not only by the appropriate diagnostic and treatment services but as well the receipt of satisfactory care from ser vice providers. A fit patient is more likely to develop a deeper and longer lasting relationship with their medical provider, leading to improve compliance, continuity of care and ultimately better health outcome.But it is difficult to measure the satisfaction and gauze responsiveness of health systems as not only the clinical but also the non-clinical outcomes of care do influence the patients satisfaction ,(5)such as Quality of clinical services provided, availability of medicine, deportment of doctors and other health staff, cost of services, hospital infrastructure, physical comfort, emotional support, and respect for patient preferences.(6) Mismatch among patient expectation and the service received is related to decreased satisfaction.(7) Therefore, assessing patient perspectives gives them a voice, which can become public health services more responsive to peoples needs and expectations.(8,9)In the recent past, studies on patient satisfaction gained popularity and usefu lness as it provides the chance to health care providers and mangers to improve the services in the public health facilities. Patients feedback is necessary to identify problems that need to be resolved in improving the health services. Even if they still do not use this information regularally to improve care delivery and services, this type of feedback triggers a real interest that can lead to a change in their culture and in their perception of patients. (10)OPD is the window to any health system and OPD care indicates the quality care of hospital reected by patients perception in terms of satisfaction to the services they are provided.(11)This study was therefore undertaken at OPDs of tertiary level health facility in Jamnagar to measure patient satisfaction. The main objective of this paper is to know the desired level of services as perceive by the patients about various components of out-door patient department (OPD) services. In this study, the OPD is defined as the hospit als department where patients received diagnoses and/or treatment but did not stay overnight.MATERIALS AND METHODSStudy design groundwork found cross-sectional study.Study population The present study was conducted among the patients attending the outpatient department (OPD) of Guru Gobind Singh disposal hospital, Jamnagar. plosive of study The period of survey was days from to.Sampling frame The sampling frame consisted of the outpatient department (OPD) of Guru Gobind Singh government hospital, Jamnagar. .Sample size fifty percent of the OPD patients.Sampling technique haphazard sampling technique.The sampling population was interviewed from the most frequented OPDs (Medicine, General surgery, Obstetrics and Gynecology, Paediatrics, Orthopedics, Otorhinolaryngology, Ophthalmology, Skin, Tuberculosis and Chest diseases) according to probability proportion to size based on the past years OPD attendance.Inclusion criteria A new or referred patient attending the OPD of the sever al(prenominal) health care facility who gave verbal consent,Exclusion criteria Patients working in the health care facility and patients admitted (indoor patients) and follow-up patients attending the OPD of the respective health care facility, who didnt gave verbal consent or gave partial information, were excluded from the study.Selection of patient The patients attending the OPD of the respective health care facility were selected for the interview by systematic random sampling. Depending upon the previous attendance of the particular department and the time taken to complete the interview, a random payoff was chosen and every nth patient was selected for the interview. This process was continued till the required audition size was completed.Tools of data collection Permission to conduct the study was taken from the superintendents of the concerned health care facility. All the patients were interviewed after they had consulted the doctor. Informed verbal consent was taken fr om all the participating patients before the pass of the interview after telling them about the objective of the study and the approximate time that will be involved in the completion of the interview. The prescribing doctor was largely kept unaware of the procedure, except in infallible circumstances, to avoid the bias in their behaviour with the patient.A pre-tested pre-structured questionnaire was used to record information taking the tell elements of socio-demographic characteristics and perception of the patients regarding quality of services gettable at the outpatient health care facility.Analysis Data was tabulated on Microsoft Excel sheet and analyzed using the software Epi Info version 6.OBSERVATIONS AND RESULTS-Table 1-socio-demographic profile of the patients-Among all the subjects interviewed during the data collection, 322 were included in the statistical analysis and the remaining were not included, because of incomplete information. A majority (56.21%) of the resp onders were male. The mean ages of the responders were years .About 40% of the responders were illiterate. About half (56%) belonged to a joint family. Nearly half of the study subjects belonged to the lower socioeconomic status category as per the Kuppuswamy classification.TABLE 2-PATIENTS PERCEPTION OF THE QUALITY OF SERVICES usable (n =322)The results regarding each question are shown in Table 2. close to of the respondents were satisfied with the availability of medicines, also they were able to get the medicines easily. Most of the respondents agreed that complete information was provided to them on the illness, treatment, and the methods to avoid illness. Almost half (48%) of the patients were not satisfied with the politeness of the hospital personnel. More than half (61%) of the patients stated that hospital personnel were not helpful. 59 % patients said that the doctor did not give them adequate time while 60% of the patients said that the doctor has given enough time to listen completely to their complains. 57% of the patients were satisfied that the doctor has checked cautiously and was readily answering their questions. Almost 50% of the patients were told that the doctor gave them adequate time and didnt rushed.42% patients couldnt easily locate the place of investigation. 55% of the patients didnt receive their reports in time. 57% of the patients were not satisfied with the cleanliness of the hospital. 69% of the patients were not satisfied with the toilet conditions. 59% of the patients stated that drinking water wasnt available in the hospital.TABLE 3 QUALITY OF CAREOverall 66.45% respondents termed the hospital services as satisfactory, 62.11% were satisfied with the treatment given, but 52.48% stated that the services provided were not worth the money spent, and 40.99% replied that they would not like to visit the facility again in future. Table 3.DISCUSSIONIn our current study, patients were satisfied with the ease of availability of the required medicines while in a study done by Sivalenka (13) medicine supply was an area of concern.Most of patients were satisfied with the information provided to them about illness, its treatment and prevention.Patients were not very satisfied with the behaviour of the hospital personnel .lack of monitoring of staff, due to very high patient load, could be the reason for this.It was observed during the study that the ultimate satisfaction of the patient is their rapport with the doctor. A patient forgets the pain he faces to reach the doctor if the doctor sees him with patience and compassion. In our study, most of the patients were satisfied with the behaviour of the doctor, which was similar to the result of study by Kumar et al (14).More than half of the patients were not satisfied due to the delay in reporting time of the investigations thereby increasing their waiting time which is similar to other studies (17-18).Some of the responder cited inability to locate the department s as a constraint. Lack of proper sign boards leads to difficulty in locating the departments.A good number of patients were not satisfied with the cleanliness of the hospital. Also most of them were not satisfied with the condition of the toilets. As compared with private sector, government hospitals lack in general cleanliness and hygienic toilets, thereby leading to severe patient aversion and dissatisfaction, which needs to be improved .similar findings have been observed in some other studies (13-16)As observed in our study, Overall level of satisfaction of patients towards government tertiary care health facility is low, although patients appeared to be satisfied with the doctors, which seems to be a strong reason of their still existing faith in the tertiary care government hospital. Thus we need to improve the rest of the factors so as to keep up to the expectations of the patients ,thereby get a line to fulfill the basic need of patient- which is readily available ,easily accessible, and satisfactory health services for all.CONCLUSIONSEfforts should be make to reduce the patient load at the tertiary level facilities so that doctors and other staff can give more attention and time to the patients.The findings of the present study can be utilized to improve the services at public health facilities of the state resulting in the more satisfaction of patients availing such public health facilities.REFERENCES(1)Study on Patient Satisfaction in the Government Allopathic wellness Facilities of Lucknow District, India, Ranjeeta Kumari et alIndian Journal of Community Medicine / Vol 34 / Issue 1 / January 2009(2) White B. Measuring patient satisfaction how to do it and why to bother. 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