PATIENT SATISFACTION SURVEY IN AN OBSTETRIC AND GYNAECOLOGY WARD OF A TERTIARY CARE HOSPITAL
Keywords:
Patient satisfaction, Health services, Patients’ toleranceAbstract
Objective: To find out the level of patient satisfaction related to different parameters of quality of health care.
Material and Methods: This descriptive study was conducted on 200 patients admitted to the Department of
Obstetrics and Gynaecology, Hayatabad Medical Complex, Peshawar from March to December 2011. A quantitative
structured questionnaire was used to record information and quantify satisfaction of the patients, taking the key
elements of socio-demographic characteristics of the patients admitted, patient satisfaction regarding accessibility of
health services, waiting area and waiting time, examination room and clinical consultation and the availability of
medicines and other ancillary facilities.
Results: Sixty three percent (n=126) patients tolerated waiting before examination but just over 40% (n=80)
considered it acceptable to wait during and before the results of lab tests were available. For 70% (n=140) of the
patients, admission was a pleasant experience. Sixty five percent patients were happy with the time spent with the
staff and 72% (n=144) were quite pleased with the way they were counseled, and various advices given. For only a
third (34%, n=68) the cost was bearable to get treatment at this hospital. More than half of the patients complained
about the cleanliness, especially of the wash-rooms. Over half of the patients (58%, n=116) considered
recommending this hospital to others.
Conclusion: All the aspects needed improvement. However, cleanliness universally remained a most complained
aspect of our facility. Patients were more satisfied with the medical and nursing staff than the lower ancillary staff.
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