Assessment of patient satisfaction with inpatient services at secondary level setting

  • Dr. Saravanakumari Arumugham Dhanaraj Assistant Professor, Department of Community Medicine, Government Villupuram Medical College, Villupuram, Tamil Nadu, India
  • Dr. D. Thamarai Selvi Associate Professor, Rajah Muthiah Dental College, Chidambaram, Tamilnadu, India
  • Dr. Ramasamy Rajesh Kumar Research Scientist, College of Agriculture and Biotechnology, Zhejiang University, Hangzhou, China PR
  • Dr. Sayan Paul Research Scholar, Department of Biotechnology, Manonmaniam Sundaranar University, Tirunelveli, Tamil Nadu, India
Keywords: Patient satisfaction, Inpatient services, Secondary level Hospital, Quality medical care

Abstract

Background: Continuous quality improvement is linked to the use of timely and useful feedback from clients. Patients constitute the hospital’s direct clientele. The overall satisfaction is an important aspect of the service itself and it is considered to be an important outcome measure for health services. Patient care is not considered to be of high quality unless the patient is satisfied.

Objective: To assess the level of satisfaction with available health services among inpatients attending secondary level hospital.

Methods: A cross-sectional study was conducted using pretested, semi-structured questionnaire among 100 inpatients attending Government Hospital Chidambaram, Tamil Nadu. Systematic random sampling was used.

Results: 96% participants were satisfied with the attitude of doctors and nurses, 80 % were highly satisfied with the cleanliness of hospital campus,82 % were highly satisfied with lab services, 83% satisfied with food services. 92% were satisfied with the speedy admission to the ward, 74% satisfied with the ward facilities. 86 % gave a neutral response for other amenities,26 % satisfied with a drinking water facility. Overall satisfaction among inpatients was a mean of 3.9 out of 5 (78%). Socio-demographic characteristics were not significantly related to overall satisfaction scores.

Conclusion: Patients were generally satisfied with the hospital facilities. Patients input on various deficiencies needs to be addressed by the hospital leadership to achieve consumer delight.

Downloads

References

Arshad AS, Hamid S, Jabeen R, Anjum F. Measuring patient satisfaction: a cross sectional study to improve quality of care at a tertiary care hospital. Healthline J Indian Assoc Prevent Soc Med. 2012;3(1):59-62.

Ibrahim A, Chompikul J, Isaranurug S. Patient Satisfaction with Health Services at the Outpatient Department of Indira Gandi Memorial Hospital, Amale'Maldives: Mahidol University; 2008.

Ofili OU. Patient satisfaction in healthcare delivery--a review of current approaches and methods. European Scientific J. 2014;10(25):1857-7881. doi: 10.19044/esj.2014.v10n25p%25p.

Qadri SS, Pathak R, Singh M, Ahluwalia S, Saini S, Garg P. An assessment of patients satisfaction with services obtained from a tertiary care hospital in rural Haryana. International Journal of Collaborative Research on Internal Medicine and Public Health. 2012;4(8):1523-1537.

Dayasiri M, Lekamge E. Predictors of patient satisfaction with quality of health care in Asian hospitals. Australasian Med J. 2010;3(11):739. doi 10.4066/AMJ.2010.375.

Guirguis WW, Mokhtar S, Al-Torkey M, Khalaf A. Patient satisfaction with hospital services: determinants and level in a hospital in Kuwait. J Egypt Public Health Assoc. 1992;67(1-2):87-108.

Biderman A, Carmel S, Yeheskel A. Measuring patient satisfaction in primary care: a joint project of community representatives, clinic staff members and a social scientist. Family practice. 1994;11(3):287-291. doi: 10.1093/fampra/11.3.287.

Al-Eisa IS, Al-Mutar MS, Radwan MM, Al-Terkit AM, Al-Eisa I. Patients’ satisfaction with primary health care services at capital health region, Kuwait. Middle East J Family Med. 2005;3(3):10-16.

Al Doghaither A. Inpatient satisfaction with physician services at king khalid university hospital, riyadh, saudi arabia. East Mediterr Health J. 2004;10(3):358-364. Available at https://apps.who.int/iris/handle/10665/119421.

Mohd A, Chakravarty A. Patient satisfaction with services of the outpatient department. Med J Armed Forces India. 2014;70(3):237-242. doi: 10.1016/j.mjafi.2013.06.010.

Bodur S, Özdemir YE, Kara F. Outpatient satisfaction with health centers in urban areas. Turkish J Med Sci. 2002;32(5):409-414.

Dey DK, Mishra V. Determinants of choice of healthcare services utilization: empirical evidence from India. Indian J Comm Health. 2014;26(4):356-363.

Margolis SA, Al-Marzouqi S, Revel T, Reed RL. Patient satisfaction with primary health care services in the United Arab Emirates. Int J Quality Health Care. 2003;15(3):241-249. doi: 10.1093/intqhc/mzg036.

Senarath U, Gunawardena NS, Sebastiampillai B, Senanayake A, Lekamge S, Seneviratna A, et al. Patient satisfaction with nursing care and related hospital services at the National Hospital of Sri Lanka. Leadership in Health Services. 2013;26(1):63-77. doi: 10.1108/17511871311291732.

Hansen PM, Peters DH, Viswanathan K, Rao KD, Mashkoor A, Burnham G. Client perceptions of the quality of primary care services in Afghanistan. International journal for quality in health care. 2008;20(6):384-391. doi: 10.1093/intqhc/mzn040.

Sodani P, Sharma K. Assessing patient satisfaction for investigative services at public hospitals to improve quality of services. Nat J Com Med. 2011;2(3):404-408.

Singh S, Kaur P, Rochwani R. Patient satisfaction levels in a tertiary care medical college hospital in Punjab, North India. Int J Res Dev Health. 2013;1(4):172-182.

CITATION
DOI: 10.17511/ijphr.2020.i06.03
Published: 2020-12-30
How to Cite
Dr. Saravanakumari Arumugham Dhanaraj, Dr. D. Thamarai Selvi, Dr. Ramasamy Rajesh Kumar, & Dr. Sayan Paul. (2020). Assessment of patient satisfaction with inpatient services at secondary level setting. Public Health Review: International Journal of Public Health Research, 7(6), 58-65. https://doi.org/10.17511/ijphr.2020.i06.03
Section
Original Article