DOI: http://dx.doi.org/10.18203/2394-6040.ijcmph20181717

A survey of patient satisfaction of patients attending a psychiatry outpatient clinic at a tertiary care centre

Shivananda Jena, Manushree Gupta

Abstract


Background: The concept of patient satisfaction in mental health services has eluded understanding in spite of large research body on this subject. Poor patient satisfaction leads to worse outcomes on psychiatric disorders. This study looked for social, demographic and clinical variables associated with patient satisfaction.

Methods: 1100 eligible subjects were screened and then 519 alternate sample subjects were recruited for the survey based on the selection criteria. Social, demographic and clinical variables were assessed and PSQ-18 (Patient Satisfaction Questionnaire) was administered to all subjects.

Results: 453 (87.28%) patients reported satisfaction and 66 (12.72%) of patients reported being unsatisfied with the service provided. Four sub-scales [“General satisfaction” (p<0.001), “Technical quality” (p<0.001), “Interpersonal manner”  and “Communication” were found to be associated with patient satisfaction while other 3 sub-scales (“Financial aspects”, “Time spent with the doctor” and “Accessibility and convenience”) were not significantly associated with patient satisfaction.

Conclusions: Both the technical and the interpersonal and communication skills of the doctor were important in determining patient satisfaction whereas the often believed variables like financial aspect and the time spent with the doctor did not affect patient satisfaction significantly.


Keywords


Patient satisfaction, Mental health, PSQ-18

Full Text:

PDF

References


Perälä ML, Räikkönen O. Parempaa laatua hoitotyössä. Kartoitus Sosiaali- ja Terveydenhuolto-organisaatioista (Better Quality for Nursing Care. An Exploration of Health and Social Care Organizations). STAKES 1994, Raportteja 158, Gummerus, Jyväskylä

Rosenheck N, Wilson MJ, Meterko M. Influence of patient and hospital factors on consumer satisfaction with inpatient mental health treatment. Psychiatric Services. 1997;48(12):1553-61.

Sodani PR, Kumar RK, Srivastava J, Sharma L. Measuring Patient Satisfaction: A Case Study to Improve Quality of Care at Public Health Facilities. Indian J Comm Med. 2010;35(1):52-6.

Jain A, Mishra N, Pandey C. A study to assess patient satisfaction in out patient department of a tertiary care hospital in north India. International J Comm Med Public Health. 2017;3(1):328-34.

Bjertnaes OA, Sjetne IS, Iversen HH. Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations. BMJ Qual Saf. 2012;21(1):39-46.

Jenkinson C, Coulter A, Bruster S. Patients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care. Qual Saf Health Care. 2002;11:335-9.

Iftikhar A, Allah N, Shadiullah K, Habibullah K, Muhammad AR, Muhammad HK. Predictors of patient satisfaction. Gomal J Med Sci. 2001;9(2):183-8.

Rama M, Kanagaluru SK. A study on the satisfaction of patients with reference to hospital services. Int J Business Economics Management Res. 2011;1:3.

Sitzia J, Wood N. Patient satisfaction: A review of issues and concepts. Soc Sc Med. 1997;45:1829-43.

Powell RA, Holloway F, Lee J, Sitzia J. Satisfaction research and the uncrowned king. Challenges and future directions. J Ment Health. 2004;13:11-20.

Westerbrook R, Oliver RL. The dimensionality of consumption emotion patterns and consumer satisfaction. J Consumer Res. 1991;7:81–6.

Vuori H. Patient satisfaction – does it matter? Quality Assurance in Health Care. 1991;3(3):183–9.

Svensson B, Hansson L. Patient satisfaction with inpatient psychiatric care. The influence of traits, diagnosis and perceived coercion. Acta Psychiatrca Scandinavica. 1994;90(5):379–84.

Korkeila J, Lehtinen V, Sohlman B, Tuori T. Patients’ expectations from their psychiatric community care in Finland. Nordic J Psychiatry. 1998;52 (6):513–7.

Berghofer G, Lang A, Henkel H, Schmidl F, Rudas S, Schmitz M. Satisfaction of inpatients and outpatients with staff, environment, and other patients. Psychiatric Services. 2001;52(1):104–6.

Otani K, Herrmann PA, Kurz RS. Improving patient satisfaction in hospital care settings. Health Serv Manage Res. 2011;24(4):163-9.

Donabedian A. The definition of quality and approaches to its assessment. Ann Arbor MI, Health Administration Press, 1980.

Edlund MJ, Young AS, Kung FY, Sherbourne CD, Wells KB. Does satisfaction reflect the technical quality of mental health care? Health Serv Res. 2003:38:631-45.

Hansson L, Bjorkman T, Berglund I. What is important in psychiatric inpatient care? Quality of care from the patient's perspective. Qual Assura Health Care. 1993;5:41-7.

Holloway A. Patient knowledge and information concerning medication on discharge from hospital. J Advanced Nursing. 1996;24:1169–74.

Slade M, Phelan M, Thornicroft G. A comparison of needs assessed by staff and by an epidemiologically representative sample of patients with psychosis. Psychol Med. 1998;28(3):543–50.

Välimäki M. Self-determination in psychiatric patients. Doctoral Dissertation D 288. Painosalama, Turku; 1998.

Crow R, Gage H, Hampson S, Hart J, Kimber A, Storey L, et al. The measurement of satisfaction with healthcare: Implications for practice from a systematic review of the literature. Health Tech Asses. 2002;6:1-244.

Raleigh VS, Irons R, Hawe E, Scobie S, Cook A, Reeves R, et al. Ethnic variations in the experiences of mental health service users in England: Results of a national patient survey programme. Brit J Psych. 2007;191:304-12.

Paul P, Hakobyan M, Valtonen H. The association between self-perceived health status and satisfaction with healthcare services: evidence from Armenia. BMC Health Services Res. 2016;16(1):67.

Marshall GN, Hays RD. Santa Monica, CA:RAND Corporation. The Patient Satisfaction Questionnaire Short Form (PSQ-18) 1994: 7865.

Holikatti PC, Kar N, Mishra A, Shukla R, Swain SP, Kar S. A study on patient satisfaction with psychiatric services. Indian J Psychiatr. 2012;54(4):327.

Yimer S, Yohannis Z, Getinet W, Mekonen T, Fekadu W, Belete H, et al. Satisfaction and associated factors of outpatient psychiatric service consumers in Ethiopia. Patient Preference Adherence. 2016;10:1847.

Gani N, Saeed K, Minhas FA, Anjuman N, Waleed M, Fatima G. Assessment of patient satisfaction with mental health services in a tertiary care setting. J Ayub Med Coll Abbottabad. 2011;23(1):43–6.

Ruggeri M, Lasalvia A, Bisoffi G, Thornicroft G, Vàzquez-Barquero JL, Becker T, et al, EPSILON Study Group. Satisfaction with mental health services in five European sites:results from the EPSILON study. Schizophr Bull. 2003;29(2):229–45.

Stein MB, Roy-Byrne PP, Craske MG, Campbell-Sills L, Lang AJ, Golinelli D, et al. Quality of and patient satisfaction with primary health care for anxiety disorders. J Clin Psychiatry. 2011;72(7):970-6.

Barker DA, Shergill SS, Higginson I, Orrell MW. Patients’ views towards care received from psychiatrists. Br J Psychiatr. 1996;168:641-6.

Tung YC, Chang GM. Patient satisfaction with and recommendation of a primary care provider: associations of perceived quality and patient education. Intl J Quality Health Care. 2009;21(3):206–13.