Patient Satisfaction with Health Care Services Delivered at the Out Patients Department-Case Study-at Teaching Hospital Karapitiya Sri Lanka

Abstract

A cross-sectional study was conducted on patient satisfaction with health services at the Out Patient Department of Teaching Hospital Karapitiya, with the aim determining the relationship between satisfaction and explanatory factors. Suggestions and comments from the patients were also revealed in this study. Using a structured questionnaire, data were derived from 251 patients using the OPD services. Descriptive statistics were used to describe satisfaction level and independent variables while the relationships between these factors were determined by Chi-square test. The average score of patient satisfaction was 3.5 and 10.4% of the patients were highly satisfied with health services.Patients were highly satisfied with courtesy (45.8%), quality of care (44.2%), physical environment (41.8%), convenience (24.7%), and out of pocket cost (23.5%). Regarding predisposing factors, attitude were significantly associated with level of satisfaction (p=0.002). The majority of the patients were concerned about waiting time to seek a doctor's service and counter services are being delayed due to not enough staff being available. Strategies emphasizing improving the image of the hospital should be continuously implemented while the attitude of the patients could change with good reputation of hospital. Patient satisfaction surveys can be conducted in each unit to get the real picture for further strategies.

Satisfaction toward Quality of Care and Associated Factors among Patients Admitted to Gambella General Hospital, Gambella Region, Southwest Ethiopia

“…Tis fnding is in line with a study conducted in the three hospitals of southwestern Ethiopia [14] and Nekemte Referral Hospital [15], which reported 38.7% and 35.1% satisfaction among admitted patients in wards consecutively. Even though the current fnding is higher than a study done in Karapitiya Teaching Hospital, Sri Lanka (10.4%) [16], it is lower as compared to the fndings from public hospitals of Addis Ababa (53%) [17], north central Nigerian Tertiary Hospital (96.1%) [18], a cross-sectional national exit survey study done in Zambia (60.9-70.3%) [19], and Jabalpur, Madhya Pradesh, India (89.1%) [20]. It is also lower than a nationwide survey conducted on patient satisfaction with nursing care in Ethiopia [21].…”

Persepsi Pasien Rawat Jalan Terhadap Kualitas Pelayanan Di Rumah Sakit

“…Sebagian besar keluhan pasien tentang ketidaknyamanan pada waktu tunggu yang lama untuk dapat berkonsultasi dengan dokter, akses ke layanan farmasi lama, dan kekurangan pelayanan kesehatan oleh dokter spesialis. 17 Dilaporkan juga bahwa hampir dua pertiga pasien ditemukan puas dengan pelayanan yang diterima dari rumah sakit, sedangkan yang tidak puas disebabkan karena rendahnya layanan keperawatan, farmasi, dan laboaratorium, dan lainnya tidak puas karena kurangnya komunikasi dan informasi yang diterima tentang penyakitnya. 18 Pada penelitian lainnya di Negara Etiophia menunjukkan bahwa tingkat kepuasan pasien yang lebih tinggi di Rumah Sakit Khusus Universitas bila dibandingkan dengan penelitian sebelumnya di rumah sakit yang sama serta penelitian serupa lainnya yang menjadi penyebab utama ketidakpuasan adalah ditemukan kurangnya persediaan obat, kurangnya informasi, waktu tunggu yang lama, kebersihan yang rendah, kurangnya privasi dan jam kunjungan yang tidak memadai.…”