Patients Satisfaction Levels in Out Patient Department of a Teaching Hospital

  • Muhammad Afzal Senior Research Officer, Community Medicine department, Islamabad Medical and Dental College, Islamabad
Keywords: Patients Satisfaction, Mean Percent satisfaction Score


Objective: To evaluate patient satisfaction and its relation with different demographic factors of respondents in the outpatient department of a teaching hospital.

Methodology: A cross sectional study was performed between February 2011 and June 2011. A total sample size of 150 participants was collected by consecutive sampling technique. Participants were interviewed privately face to face in the hospital in Outpatient department of PESSI hospital Rawalpindi. Interviews were conducted by trained interviewers using pre tested questionnaires. Data was entered and analyzed by using SPSS v 15. Descriptive statistics was used to analyze the data. Percent mean score technique was used to show the satisfaction score of the participants. 

Results: In this sample of 150 participants 89 (59.30%) were males. Mean age of the sample was 38.15±10.919 years. Majority of the participants [105 (70%)] were married. Most of the participants [72 (48%)] were under matric and 66 (44%) were illiterate. Maximum patients [72 (48%)] belonged to low income class (< 7000 Rs.). The overall patient’s satisfaction in terms of mean percent satisfaction score was 61.39±9.8793 ranging from 33.5 to 84. The highest mean percent satisfaction score (64.15±11.61) was observed in age interval of 25-35 years and the higher satisfaction was noted in females (62.10±8.95). The highest satisfaction with respect to marital status was seen in widowed category and minimum in single patients. The highest mean percent satisfaction score (67.75±5.08) was in patients who had intermediate level education but the patients who were in under matric category of education had lowest mean percent satisfaction level of 58.63±9.56. Similarly the highest satisfaction was observed in low income class (63.33±10.09).

Conclusions: In general, patients were satisfied with their hospital care; overall satisfaction level was 61%. Patients’ level of satisfaction showed a relation with age, gender, education and income level. 

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