Measuring patients satisfaction: a cross sectional study to improve quality of care at a tertiary care hospital

Abstract

Objective: To measure the satisfaction of patients attending the OPD in SKIMS tertiary hospital of Soura, India.
Methods: Pre-structured questionnaire was framed and data collected from consenting patients attending the OPD of SKIMS hospital. The data were analyzed using SPSS version 12.
Settings: OPD section of SKIMS hospital, Soura, India.
Results: Four hundred (400) OPD patients were included in the study to know their perceptions towards the said hospital, reason for choosing the hospital, perception towards registration process, basic amenities and perception towards doctors and other staff. The major reason for choosing the health facility was skilled doctors. Majority
of patients were satisfied with the facilities available as well as with the behaviour of doctors and other health staff.
Conclusion: The health care delivered at this institute can be improved more and more once the organization, measures the delivery of quality of care on and ongoing basis and continually making small changes to improve the individual processes.

Key words: OPD patients, questionnaire, quality care, tertiary care hospital, patient satisfaction, patient
perceptions