Satisfaction among COVID-19 Positive Patients

Abstract

Background: In the scenario of the COVID-19 pandemic, it is important to assess the quality of care that is being provided to COVID-19 positive patients as the health-care quality plays a crucial role in winning over any health crisis. Objective: This study aims to assess satisfaction among COVID-19 positive patients in a tertiary care hospital. Methodology: A retrospective cross-sectional study was done on COVID-19 positive patients admitted in a tertiary hospital of central India. Sample size was calculated by using the following formula: n = Z 2 pq/d 2, which came out to be 113. Simple random sampling was done to select the patients. A quantitative structured interview schedule was used to collect data. Results: Majority of the respondents were satisfied with the available amenities, clinical care, and behavior of health-care providers except services regarding linen, toilet, and doctors' explanation of illness and treatment. Overall impression of the visit was excellent to good according to 84% of the respondents. On inquiring the likelihood of recommending this hospital to others, 91.3% of the respondents gave a positive reply. Conclusion: Improvement is needed in linen and toilet facilities. Patients should be counseled via telephones regarding their illness and treatment if this is not possible face to face as the treating physicians are in personal protective equipment kits and it is quite difficult to interact while wearing these kits. Patient satisfaction surveys should be institutionalized periodically.

Quality assessment of global health care system in the shadow of COVID-19: - a systematic review

“…Overall, patients' expectations were highest for the assurance provided by staff, followed by reliability, responsiveness, empathy, and tangibles [14]. However, there were areas that needed improvement, such as toilet and hygiene facilities and the explanation of illness and treatment by doctors [12]. The review also identified some human resource planning practices that positively influenced patient satisfaction, while others had a negative impact [15].…”

“…Despite the challenges posed by the pandemic, overall satisfaction levels remained high in most cases. The review found that patient satisfaction varied across countries, with Saudi Arabia, India, and the U.K. reporting the highest levels of satisfaction, while Ethiopia reported the lowest level [10][11][12]. Several factors were associated with higher patient satisfaction, which includes the availability of drug, sign and direction indicators, social distancing measures, and hygiene facilities at healthcare centres [7].…”

“…According to 64.7%, 68.7%, and 63.3% of the respondents, respectively, the actions of doctors, nurses, and paramedical staff, as well as cleaning employees, were extremely satisfactory. Most respondents (47.3%) found the overall cleanliness to be satisfactory, while 10.7% found it to be unsatisfactory to extremely unsatisfactory [12]. 64.3% of the patients were found to be satisfied with the empathy aspect of patient satisfaction [8].…”

“…Approximately one-third of the patients (33.3% and 37.3%) revealed that the doctors provided an explanation regarding the illness and its treatment, respectively. Inquiries about the admission and discharge processes revealed that 58.7% and 32.7% of respondents, found it to be very satisfactory and satisfactory, respectively [12]. 19.5% of the patients were found to be satisfied with the assurance aspect of patient satisfaction [8].…”

“…Approximately two-thirds of the patients (67.2%) claimed that hospital staff made sure all their issues were resolved prior to discharge [10]. According to 52.7% of respondents, the response to patient complaints was extremely satisfactory [12]. Only 6.9% of the patients were satisfied with the responsiveness aspect of patient satisfaction [8].…”